Set up the Gong dialer

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Tech admins

Where to go? Sidebar > Company Settings

The Gong dialer enables your team to call prospects directly from Gong. These calls can be recorded, and get the same analytics and insights as all recorded calls in Gong. 

While it's unlikely for a user to reach the threshold, Gong will notify you if usage for any user reaches the 36,000 minutes per seat per year threshold for the dialer.

To enable your team to start using the dialer, you must first enable the dialer for your company and get business numbers. Once enabled, team members with an Engage seat can start using the dialer.

Enable the web dialer

Per team or team member

1. Go to your company settings and click Team members.

2. From here, you can enable it for a team member or a full team.

3. Click Actions, select Change data Capture, and enable Gong Connect.

4. Alternatively, click the team member’s name. This will take you to their settings page, where you can enable Gong Connect.

   

Via provisioning

You can enable Gong Connect for individual provisioning groups through team member provisioning. To enable team members to use the Gong Dialer, ensure you’ve enabled Gong Connect for their provisioning group. For more details on team member provisioning, see Provisioning team members.

Formatting numbers in your CRM

We recommend using the E 164 standard to specify the phone number, which means that a phone number has a +, followed by country code, followed by area code. Gong understands what country a phone number in the CRM belongs to using the following logic:

• If the number starts with +, we try to parse it and see if the result is a valid number.

• If not, see if the contact has an address. If we know the country, try adding that country's prefix and see if the result is a valid number.

• If not, try adding the US prefix and see if the result is a valid number.

• If not, add + at the beginning, try to parse it and see if the result is a valid number.

• If not, leave it as is.

Gong can recognize extensions formatted as “Extension 123”, “Ext 123", “x 123” and “# 123".

Get business numbers

In order to use the web dialer for prospecting, you need to get business numbers for your team.

Here’s how:

1. Go to your company settings and under Data capture, click Gong Connect. This page shows the numbers that have already been provisioned, who the numbers are available to, and what number inbound calls get routed to.

2. Click the Business numbers tab and click Get business numbers.

3. Select which country the number should be provisioned from. You will be prompted to provide a business address for countries that require one in order to get a phone number

    

4. Enter the area code you want the number to be from, and click Search.

5. Multiple numbers for that area code will be displayed. Choose the ones you want and click Done.

The numbers you select now appear on the Business numbers page, and are available by default to all users. This means anyone in your org with access to the Gong dialer can use them to make outgoing calls.

Provisioning international numbers (non-US, non-UK)

Getting international business numbers is done through Gong’s support team.

To get international business numbers:

1. Review Twilio's regulatory compliance guidelines

2. Once you have the required documentation ready, submit a request via our support team. If you’re in an active implementation, you may work through your PS consultant. In the request, be sure to specify:

   1. Which regions you need numbers for

   2. How many numbers you need per region

Important things to note:

• To ensure a smooth process, make sure your documentation is prepared and linked to your support ticket. Not having the right documentation will result in your request being rejected

• The process of provisioning international numbers can take up to a few weeks

• Even if your desired regional number is shown as available on Twilio’s regulatory compliance, international number availability is dynamic. Availability can change frequently due to inventory constraints and regulatory updates. For example:

  • If a region shows they support mobile numbers, this might mean they support mobile numbers for SMS. Gong does not currently support SMS, so this would not be possible

  • A region shown as available on Twilio’s page may not have any more numbers available

Will my company incur charges for making international calls?

When reps dial out of Engage or the mobile app, the call recipient will see their personal number, but the call is relayed from Gong/Twilio and your company will not incur any charges.

Let’s say a rep calls someone in the US from India using a US number. Then, the prospect calls the US number back, and the call is forwarded to the rep’s personal India phone number. In these cases, whoever owns the personal phone could incur international charges from their mobile carrier.

Exceptions to numbers you can call to/from

Indian phone numbers (+91) cannot be provisioned or used and verified as personal forwarding numbers through Gong Engage due to India government regulations. Calls to India or any other outbound destination can only be made from non-India phone numbers.

Chinese phone numbers (+86) cannot be provisioned or used and verified as personal forwarding numbers through Gong Engage. Calls to China can’t be made through Gong Engage.

Notice about UK numbers

It's required to complete regulatory documentation to get new UK numbers. To make this easy, you can fill it out directly through Gong at this link. 

You'll be prompted to complete this documentation when you click Get business numbers and select UK. Follow the prompts to submit your documentation directly from Gong. 

Once submitted, you can track the documentation status in the Regulatory compliance tab. If your documentation is rejected, review it for errors and correct them before resubmitting. Once approved, you're clear to get UK numbers. 

For more information about these requirements, you can refer to Twilio's regulatory compliance guidelines.

Assign numbers

By default, all business numbers are available to all users in your org who have access to the dialer. To assign a specific number to a specific team member, click Assign and select from the team members that appear. (Only team members with access to the dialer will appear here.)

Once the number is assigned to a specific team member, only that person can make calls from it. You can assign multiple numbers to a single user.

Enhance your team’s outreach with local dialing

Local dialing helps reps connect more effectively by automatically providing numbers with the same area code as the number they’re dialing, when available. The number is displayed to the person they’re calling as an ordinary number, just like any other business number in Gong.

How to enable local dialing

1. Go to Company Settings > Gong Connect

2. In the Phone numbers tab, toggle on Enable local dialing

Calling US/Canada numbers

When reps select Local number from the Calling from dropdown, Gong looks for an assigned number or company number that matches the destination country code, prioritized by area code. If none are available, Gong automatically provisions a new number with the same area code.

Calling non-US/Canada numbers

When reps select Local number from the Calling from dropdown, Gong automatically selects an assigned number or company number that matches the destination country code, prioritized by area code, if there is one available. Automatic provisioning is not currently available outside of the US/Canada. Getting business numbers for countries outside of the US and Canada is done via Gong Support and usually requires specific regulation forms.

Receiving inbound calls when local dialing is used

If a rep makes a call using local dialing and the person calls them back, Gong routes the inbound call to the last person who dialed their number, according to person’s Inbound calls preferences.

Incoming calls

Set a forwarding number so that prospects can call back. This number will be used in the following situations:

• A rep makes a call using a number available to all users

• A rep makes a call using a number assigned only to them, and does not set a personal forwarding number

To set a forwarding number available to all users:

1. Click your name at the top right and go to Company Settings

2. Under Data Capture, click Gong Connect

3. At the top of the page, click Set forwarding number

    

4. Enter the number you want to use. Then click Call me to receive a code at the number you entered

    

5. The number is now verified and available as a forwarding number for all users.

If you don’t set a company forwarding number, and if reps haven’t set their own personal forwarding numbers, prospects who try to call back will not be able to complete their call.

Inbound calls made to a company forwarding number are routed to the last team member who dialed the prospect or customer from that company number.

About consent

Calls within the USA and Canada aren't automatically recorded by the Gong dialer by default. You can set your system up to automatically record calls and you can exclude specific area codes as necessary. Different countries each have their own rules around recording consent, and it's your organization's responsibility to understand what those rules are when making calls.

Block automatic recording for certain US area codes

Prevent automatic recording for phone calls placed to certain US area codes. This is useful for complying with call recording regulations.

When set, calls made to numbers with these prefixes will not be recorded automatically, but the caller can turn on recording manually.

1. Go to Company settings and click  Data protection & privacy

2. In the Gong Connect calls area, enter the area codes, separated by a comma

    

3. Click UPDATE.

Enable team members to make and record outbound calls from their mobile phones

Through a VoIP service within the Gong mobile app, reps can make outbound calls from their mobile phones.

Admin flow:  Enable teams to use the Gong dialer from mobile

User flow:  Capture mobile calls with Gong Connect