Dial Amp

Dial Amp / Calling setup

Set caller ID and calling hours

Choose a verified caller ID for a session and review the administrator controls for contact-local calling hours.

Calling setupAbout 7 minutesWorkspace administrators configure the Caller ID library and Calling Times; agents select an available ID for a session.

Purpose-built for Zoho CRM

What you’ll accomplish

The result

Caller ID availability and calling-time rules are workspace settings. Verified IDs appear in session setup, while configured calling hours apply using each contact’s local timezone.

Before you begin

  • Administrator access is required to manage the Caller ID library or Calling Times.
  • Have the phone number and verification access needed for your organization’s caller ID setup.
  • Your organization has decided its calling schedule and the jurisdictions it serves.

Access to have ready

Use an account with permission to access the Zoho CRM records and Dial Amp settings needed for these steps. The right access depends on your organization’s setup; ask your CRM administrator if you’re unsure.

Screen-sharing video coming soon

There isn’t a video for this tutorial yet. You can follow the written steps and screenshots now.

Follow along

Step-by-step instructions

Work through the steps in order. Each number marks an action in this tutorial.

  1. Open the Caller ID library

    As an administrator, go to Settings → Numbers → Caller ID. Use Add Caller ID to add a number, then follow the displayed verification flow. Use Verify or Reverify where shown to complete or renew verification.

    • Only verified caller IDs are offered for dialing.
    • Review the Default and Local Presence controls if your workspace uses a shared pool.

  2. Choose the caller ID for a session

    In session setup, open Caller ID and select a verified fixed number or Local Calling — auto-match area code when the administrator has configured Local Presence.

    Dial Amp will not start a session without an available caller ID.

  3. Open Calling Times

    As an administrator, go to Settings → Calling Times. Configure Same hours every day using the Start and End controls, and use Add a lunch break if the schedule needs one.

  4. Review the schedule and save

    Review the displayed calling schedule carefully. Calling hours apply to all agents in each contact’s local timezone. The settings also show Different hours per day / add a lunch break, but per-day scheduling is marked coming soon and currently uses same-hours mode.

    Accept the required liability acknowledgment, then click Save Changes.

  5. Confirm what agents can select

    Return to session setup and confirm that agents see the expected verified Caller ID options. Ask an administrator to review Calling Times if the saved schedule is not what the team intended.

You’re done when…

Check your result

  • The intended caller ID is verified and appears as an option in session setup.
  • The team understands whether it is using a fixed number or Local Calling — auto-match area code.
  • Calling Times has been saved in same-hours mode with the required acknowledgment.

If something doesn’t look right

Troubleshooting

Why is a newly added number missing from session setup?

Only verified caller IDs are offered. Complete the displayed verification flow or use Reverify if the number needs verification again.

Why can I not edit Calling Times?

Calling Times is an administrator-only setting. Ask a workspace administrator to review it.

Can I set a different schedule for every weekday?

The interface notes that per-day scheduling is coming soon and currently uses same-hours mode. Configure Same hours every day for the available schedule.

Keep going

Next tutorials

Getting startedGet started with Dial Amp and Zoho CRMSign in, connect your own Zoho CRM account, get the Zoho Marketplace extension, and check shared setup with your administrator.Getting startedHow to call a list in Zoho CRM with Dial AmpSelect Leads or Contacts in Zoho CRM and move through them in a Dial Amp calling session.Calling setupHow to record outbound calls in a Zoho CRM workflowReview the recording prerequisites, enable recording for a session, and locate available call recordings.
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