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    Supported dialer features
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    Contents

    Supported dialer features

    • 1 minute read
    • Contributors
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    Article summary

    Integrations with each telephony system support dialer features differently. This could be for one of the following reasons:

    • Information provided by different telephony systems

    • Gong’s implementation of the feature

    This section explains each feature and the different ways the feature may be implemented. The article for each telephony system explains how the features are implemented.

    Features common to all systems

    Recorded calls that are longer than the time specified in the Recording Settings > Call recordings setting are imported for all telephony systems.

    Feature

    imported

    Description

    Additional call types

    Indicates whether different types of calls are imported to Gong in addition to the standard recorded calls. These are:

    • Short calls: calls which are under the amount of time defined in Recording Settings > Call recordings.

    • Call attempts: calls which weren’t answered.

    • Non recorded calls

    Data that is imported includes the date and time of the call and how long the call lasted for.  

    Call disposition

    The outcome of the call as set by the rep

    Purpose

    The purpose of the call as set by the rep

    Call direction

    Indicates whether the call is inbound or outbound

    Call transferred to other people

    Calls that are transferred to other people are handled in the following way:

    • Displaying the call in Gong:

      • Call is divided up into separate calls, according to the number of people the call is transferred to. In most cases, Gong displays the longest segment of the call.

      • Call is received as one long call

    • Identifying the call participants

      • Each person the call is transferred to is identified correctly

      • Some people in the call aren’t identified

      • When there’s multiple participants, the people may be correctly identified but the speaker timeline may not be accurate

    Import past calls

    When setting up the integration, calls made in the last 90 days are automatically imported.

    Voicemail

    Imports voicemail messages as a recording

    User matching

    The field used to identify the user

    Sound experience

    Indicates if the call is recorded using stereo or mono. Calls recorded in stereo are generally higher quality than mono and are easier to identify different speakers in the call

    Must be connected through a CRM

    Some systems must be connected through a CRM in order to make a call

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