Hi, everyone. In this video tutorial, I will be walking you through REW CRM's add on feature, REW Dialer.

REW Dialer is a built in dialing system which allows agents to receive and make calls to leads directly from the CRM using their computer's microphone and speakers or headset. I'll guide you through the setup, how to make calls, the benefits of how call logging can improve an agent's productivity, and how to set up your caller ID.

So let's get started.

As I mentioned, our EW dialer is an add on to the CRM, so it requires an additional setup via Twilio in order to use this feature.

Please reach out to your account manager to gain access to the dialer.

Once your dialer account has been set up, it's time to assign phone numbers to your agents.

Click on the hamburger menu on the top right of the screen and navigate to the settings page.

Within this page, open the dialer tab.

This is where you will be able to assign phone numbers to your agents.

To start assigning, click on the blue plus button on the corner of the page.

Choose an agent in the drop down.

And depending on how many phone numbers you have activated on your dialer account, you will be able to see them listed below.

Choose a number and hit save.

On the page you will now see which agent is assigned to what dialer number.

Repeat this process with your remaining numbers.

Now that our numbers are assigned, let's try to call a lead.

Click on the hamburger menu on the top corner of the screen and head to CRM.

There are multiple ways to call leads. The first and quickest way would be to select a phone number directly on your leads homepage.

This will prompt a fly out which shows your active call to this specific lead.

If you have an incoming call from a lead, the fly out will again appear showing the leads name and number.

Another way to make a call is to open the leads detail page.

Now simply click on the blue call button.

When your lead picks up a call, you have the option to take notes directly in the fly out.

You also have the ability to record conversations, but of course with the leads permission.

Once your call has ended, your notes and recordings will be logged and saved.

Every incoming or outgoing phone call whether it was received or missed will also be logged into the CRM.

As you can see, is shown here under my activity.

And if I click on the calls total here at the top, I will be able to see my full call history.

If I click into my most recent call, it'll show me the full details including my notes and recording.

This call logging system makes it super easy to track your interactions in time without the hassle of manual entry.

So now that we've covered how to use the dialer, what's next? Well, we have call metrics that you can use to review your agent's productivity. Let me show you how.

Navigate to the agents page by clicking on agents here at the top of the screen.

Click on the view drop down and select manage views.

Let's create a new view by clicking on the blue plus button.

Within this fly out, if you type in call, you will be able to see all the columns available for call statistics.

I'm going to select a few here, but you can choose whatever suits you best.

Once you're happy with your view, hit save.

Give it a layout name, and finally hit save again.

Use these metrics to track agent performance, identify areas for improvement, and ensure all leads are properly followed up.

The last thing I want to show you is how to enable your caller ID.

With this setup, you can have your personal number appear rather than REW Dialer's virtual number.

This means your calls are more likely to get answered and less likely to get flagged as spam.

Navigate to your preferences page.

To get here, just click on the hamburger menu on the top right of the screen and head to preferences.

Scroll down to the dialer preferences section.

Click on the enable caller ID button.

A pop up window will then appear, and this is where you can add your personal phone number.

Once that's filled out, check the consent agreement box and hit the verify number button.

This will initiate a phone call to your number.

Answer the call and enter the validation code shown on the screen.

Once your number is validated, a success message will appear.

And you will now see your phone number listed under the outbound caller ID.

Great. Now all you need to do is save your changes.

Moving forward, all of your outbound calls made through REW dialer will now show your caller ID. It's that simple.

If you have any questions or want to know more about the dialer, please reach out to us at rew dot com or join the conversation on our forums page.

Thanks for watching.