Troubleshooting the Smart Dialer Follow

If your Smart Dialer isn’t working as expected, this guide can help you resolve the most common issues. If you’ve gone through these steps and the problem persists, feel free to contact Support for additional assistance.

Most Common Issue Types

1. Audio & Headset Issues – Problems hearing or being heard
2. Internet & Connectivity Issues – Spotty call quality or dropped calls
3. Browser Issues – Dialer pop-up is blocked or callbox is missing
   
   

Minimum System Requirements

To ensure optimal performance and avoid potential service impacts, please verify that your system meets or exceeds the following requirements:

Windows

Mac (Apple)

Audio or Microphone Issues

⚠️ Only USB headsets are supported at this time. Using other headset types will increase the likelihood of poor audio quality or mic problems. USB headsets offer a direct digital connection, which minimizes potential interference and ensures compatibility with the Smart Dialer.

🎤 If you are having issues hearing yourself or a caller in the CRM Dialer:

1. Try calling yourself or a coworker through the Dialer to test your audio.
2. If the other person can’t hear you (or vice versa), check the microphone icon in the dialer:

   • 🔇 If you see a slash over the microphone icon in your dialer, your headset may be unplugged or the battery may be drained. This could also indicate that a supported audio source to make and receive calls isn't connected.

   • 🔋 Reconnect or recharge the headset, then try again.

   • 🎧 If possible, try using a different audio source by switching to a different pair of headphones or headsets.
     
     

3. Make sure Chrome has permission to use your microphone: Go to chrome://settings/content/microphone and confirm your settings.

The Dialer uses the world’s largest VOIP telephone network, so intermittent local or regional internet issues on your side or the caller’s may temporarily affect call quality. Similar to dropped calls in areas with poor mobile coverage, trying again often resolves the issue.

Internet or Call Quality Issues

Since the Smart Dialer is VOIP-based, it depends on the quality of your internet connection. Even if your browser loads quickly, bandwidth instability may still affect audio.

• If the call quality is poor, hang up and try the call again.

• Check your dialer window to ensure that the connection bars in the upper-right corner do not have a slash over them. A slash over the connection bars indicates an internet connection issue.

• Test from a wired internet connection for more stable service.

• Run our telecom provider's network test to help troubleshoot and identify any issues: https://networktest.twilio.com/

Cannot See Available Agents When Transferring

If you don’t see available agents when transferring a call, the dialer may not be loaded correctly.

⚠️ Make sure the dialer opens as a separate pop-up window, not in a browser tab, to ensure full functionality. Loading the dialer in a browser tab can cause issues with real-time agent availability.

Not sure? Check the top of your screen — if the dialer is in its own window, you're good to go.

Dialer Pop-Up Doesn’t Appear

Recent Google Chrome updates may block legitimate CRM pop-ups by categorizing them as “ads.” To allow the dialer pop-up, follow these steps:

1. Log in to your CRM system.
2. In the top-left corner of the Chrome browser, click the slider icon in the address bar. Then, select Site settings from the pop-up menu that appears.
   
   
   
3. A new tab will open showing the Chrome Privacy and Security settings screen. Set "Pop-Ups and redirects" and "Intrusive ads" to "Allow", as shown below.
   
   
   
4. After these changes are made, restart Chrome completely (close all tabs and reopen).
5. Log back into the CRM — the dialer should now open and stay open. 

📖 For more information on Chrome’s site-specific settings, visit: https://support.google.com/chrome/answer/7632919

Clear Local Storage in Google Chrome

If enabling popups doesn’t resolve the issue, clearing Chrome’s local storage can refresh your dialer settings and remove corrupted cache.

To clear out Local Storage in Chrome, please follow these steps:

1. Open Chrome Developer Tools
   Windows: Press F12 on your keyboard while logged into Legal CRM.
   Mac: Click the 3 dots to the right of the URL bar in Chrome, then go to More Tools > Developer Tools.
   
   
   This will bring up the Chrome Developer Tools Console screen.

    

2. Navigate to the Storage Settings
   Click the Application tab from the top menu (you may need to click the » icon to find it)
   In the left-hand sidebar, click on Storage. Then, click the Clear site data button.
   Refer to the screenshot below for reference.
   
   
   

3. Close Developer Tools and Restart Chrome
   Close the Chrome Developer Tools window. Then, you must restart the Google Chrome browser entirely. Please close all of your open tabs and windows, and then reopen the browser.
   Once Chrome is restarted, any cached data from Legal CRM will be cleared, and you can log back in with a fresh session.

How to Force Start Dialer Window

If all steps above to open the dialer window have been unsuccessful, you will need to force start your dialer window. 

1. First open up a new tab in your Chrome browser and type in: "https://domainname.lawruler.com/twiliodialer.aspx"
2. You should now see the dialer loaded in your browser. Bookmark this page and close the dialer tab completely. 
3. Once you have closed the dialer tab, refresh your Law Ruler page and/or log into your Law Ruler account. Your dialer should load as a separate popup automatically upon refresh/login.

⚠️ Please note, you should never attempt to use your dialer while loaded in a Chrome tab to avoid service disruptions. It is recommended to only use the dialer popup.

The Phone Number Displayed in The Dialer is Wrong and Has Extra Numbers

There have been some reported issues regarding the phone number for callers displaying incorrectly, such as the example below:

We have found that this issue stems from a Chrome browser extension (usually Vonage). To disable your Chrome browser extensions:

1. Click on the 3 dots in the upper right corner of your Chrome browser window.
   
2. Hover over the option for More Tools and select Extensions.
   
   
   
3. Deactivate your extensions by clicking on the slider in the lower right hand corner of each extension.
   

Support/Assistance

If you need further assistance with your CRM system, then please contact the support team.

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