Skip to content
  • There are no suggestions because the search field is empty.

Getting Started with Your Sierra Dialer (Agent Guide)

Enable the Sierra Dialer to call, text, voicemail drop, and auto-log activities directly from your user profile.

Summary

This guide helps agents connect their Sierra Dialer, understand inbound/outbound routing, use text and voicemail features, and troubleshoot common issues. It focuses on daily use and efficiency, without including account-level setup responsibilities.

Table of Contents

  1. Connect Your Phone to the Dialer

  2. How Inbound & Outbound Dialer Routing Works

  3. Using Voice & Text Features

  4. Troubleshooting Common Issues

  5. Best Practices

  6. FAQs

Connect Your Phone to the Dialer

A Manager-level User must first enable the dialer system-wide.

  1. Open Your User Profile
    1. Click your initials/profile photo in the upper-right corner.
  2. Go to Voice & Text Tab
    1. Navigate to the Voice & Text section in your profile.
  3. Enter Your Phone Number
    1. Input your cell or office number.
    2. Specify whether the number can receive text messages:
      1. Yes: inbound texts go directly to your phone
      2. No: inbound texts will be emailed
  4. Verify Your Number
    1. Click Call Me, answer, and enter the numeric code.
    2. Once verified, your Sierra Dialer Number will activate and display on-screen.
    3. ⚠️ This number will appear on all outbound calls, texts, and voicemail drops.

If agent-level access is not enabled by your manager, you will need their assistance to connect your number.

back to the top

How Inbound & Outbound Dialer Routing Works

  1. Outbound calls/texts/voicemails always display your assigned Dialer number, not your personal phone.
  2. Inbound calls/texts:
    1. The system matches the caller ID to a registered lead.
    2. If matched, communications route to the assigned agent.
    3. If the lead is reassigned, future communications will route to the new agent.

back to the top

Using Voice & Text Features

  1. Drop Voicemails & Send Texts directly from your Dialer number.
  2. Templates: Create reusable voicemail and SMS templates for consistent communication.
  3. Voicemail Greetings: Record personalized greetings for incoming calls.
  4. Auto-log Activities: Calls, texts, and voicemail drops are automatically logged to the lead record.

Use a number capable of receiving texts to ensure real-time communication.

back to the top

Troubleshooting Common Issues

  • Didn’t receive verification call
    Double-check your phone number, ensure Do Not Disturb is off, and try again.
  • Calls/texts not routing correctly
    Confirm the lead is assigned to you and your Dialer number is verified in your Voice & Text tab.

back to the top

Best Practices

  • Keep voicemail greetings updated for a polished experience.
  • Use templates to maintain consistency and efficiency.
  • Periodically check routing and activity logs to ensure all communications are captured.
  • Contact your manager if you cannot access Dialer features or verify your number.

back to the top

FAQs

  • Will my leads see my personal phone number?
    No, all outbound communications display your Sierra Dialer number.
  • Can I change my Dialer number?
    No. Contact your manager or support if you need a different number.
  • What happens if I miss a call?
    If voicemail is set up, the system records the message and sends you a notification via email or in-app.