Dialer & click-to-call
Click-to-call from any lead, with cooldown, DNC, and provider dispatch baked in.
The dialer starts from any lead's number. Before it rings, Autocloz checks the DNC list, enforces the re-dial cooldown and picks a DID according to the workspace's caller-ID strategy; the agent's browser softphone then rings in under 300ms. Hangup, transfer and disposition all happen without leaving the lead drawer.
- ·One-click dial from lead drawer, queue, or call history
- ·Cooldown gate (default 24h re-dial window) — bypassable with force
- ·DNC pre-flight + lead-level DNC observed
- ·Provider dispatch — Telnyx Call Control, FreJun OAuth, DIDLogic SIP
- ·Browser softphone (WebRTC) + hangup endpoint per provider
- ·Disposition picker after hangup writes to the call timeline
The detail.
Cooldown that protects the relationship
Most dialers will happily re-dial the same lead twice an hour. Autocloz blocks it: the cooldown gate (calling.cooldown_hours, default 24) refuses a dial if the same agent already attempted within the window — unless they explicitly bypass with ?force=true. Cooldown is per-agent + per-lead, not workspace-wide; team handoffs still work.
Which number a call goes out on
Routing walks a fixed ladder: a per-user routing rule for the lead's country, then an org-wide rule, then the workspace country-to-provider map, then the rep's assigned number, then any active number whose own country matches, then any active number at all. Strict-country mode stops at the country match rather than falling back to a number from somewhere else. A dialer campaign can also rotate through its own pool instead of dialling from one fixed number.
Attempts inside the window are counted, not just blocked
The gate reads two workspace settings: the cooldown window in hours and the number of attempts allowed inside it, which starts at one. It counts recent outbound calls to that number, narrowed to the same lead when the dial names one, so a shared office line dialled for one lead does not gate a call for another. A repeat call routing back to the same rep is not built: a sticky-agent option exists in the voice ops settings, and no routing code reads it.
vs. Aircall / JustCall / Dialpad click-to-call
The honest comparison — what changes when you switch.
Four things you won’t find elsewhere.
Cooldown as a default
24h re-dial window per agent + per lead is the out-of-box default. Bypassable with explicit force=true — but the bypass writes to the audit log, so 'I forgot' is no longer an acceptable answer.
Country-aware caller-ID
A per-country routing rule sends an Indian lead out on an Indian number and a UK lead on a UK number, and strict-country mode refuses to fall back to a number from another country.
Recordings beside the record
A recording and its transcript attach to the lead timeline rather than living in a carrier portal, so a coach reviews the call next to the deal it belongs to.
<300ms click-to-ring
Telnyx Call Control v2 median is sub-300ms from API call to softphone ring. Agents stop waiting; the queue drains faster.
A real sequence using this channel — day by day.
- ClickAgent clicks dialLead drawer → green button → POST /voice/dialer/calls
- GateDNC + cooldownDNC pre-flight + cooldown window check
- PickCaller-ID + agent's DIDRouting ladder picks the number to dial from
- RingTelnyx Call ControlWebRTC softphone rings on the agent's tab
- WrapDisposition + notePicker writes to call_events, lead timeline updates
How a team would use this.
12-agent team scaling outbound dials 3×
The cooldown gate stops a second dial to the same number and lead inside the window, so raising volume does not mean calling the same people again. Per-country routing keeps the displayed number matched to the recipient's country, and every attempt lands on the lead timeline with its disposition.
Compliance officer reviews calling activity
In-call actions such as hold, mute, transfer, recording start and stop, and DTMF are written to the audit log with the operator who took them and the call they belong to. A forced cooldown bypass is not written as its own event, so a review of bypasses is not possible from the audit log today.
Founder-led outbound switching off legacy power-dialer
Founder dropped Aircall + spreadsheet DNC + separate disposition tracker. Click-to-call from the lead drawer in /leads triggers DNC pre-flight + cooldown check + caller-ID pick + softphone ring in one flow. Disposition picker writes to the lead timeline. The whole call cycle lives in one tab.
Specific to this feature.
How does the cooldown override work?
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Pass force=true on the dial endpoint and the window is skipped for that call. Autocloz writes no separate override event today, so treat the setting as a guard rail rather than as a compliance record of who bypassed it.
Can I see who is on a call right now?
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Not as a live roster. Reports → Team activity shows who is active in the app, refreshed every 30 seconds, and /call/connect is where a rep connects their browser softphone or FreJun account rather than a presence board.
What happens when the agent's softphone is offline?
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DIDLogic SIP returns the SIP URI for the agent's external softphone to dial. Telnyx initiates the call control leg and the bridge fails fast (501). The dialer logs the result and the disposition picker still surfaces.
The full story.
Click-to-call sounds simple until the operator builds it. The dialer surface is the convergence point of compliance (DNC pre-flight, cooldown, quiet hours), routing (which DID, which agent, which carrier), provider dispatch (Telnyx Call Control vs FreJun OAuth vs DIDLogic SIP), and audit (every dial logged, every override flagged). Most outbound platforms ship the click button and outsource the rest to a spreadsheet. Autocloz ships the entire dial gate as one transactional flow — DNC + cooldown + caller-ID + provider all evaluated atomically before the carrier API is touched.
Cooldown enforcement is the most under-rated lever in dialer software. Most dialers happily re-dial the same lead twice an hour because the default behaviour is 'fire whatever the agent clicks'. The relationship suffers (the lead blocks the number), the metrics suffer (cumulative connect rate drops as repeat dials saturate), and compliance suffers (TCPA caps re-dial frequency in many US states). Autocloz's cooldown gate is on by default — 24h re-dial window per agent + per lead, configurable per workspace, bypassable with an explicit force=true that writes to the audit log.
Which number the call is placed from is the second setting worth getting right, and in Autocloz it is a routing ladder rather than a single switch: a per-user rule for the lead's country, then an org-wide rule, then the country-to-provider map, then the rep's assigned number, then any active number whose country matches. Strict-country mode refuses the last-ditch fallback so a lead is never dialled from another country's number by accident. Autocloz publishes no connect-rate uplift for this, because it has measured none.
Repeat calls do not route back to the original rep today. A sticky-agent option appears in the voice ops settings and no routing code reads it, so a second call to a lead is placed by whoever dials it, from the number the routing ladder resolves. Inbound calls are the half that is wired: a call on an assigned number is attributed to an assignee who is active in the app.
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