PbN Voice’s Soft Dialer allows team members to make and manage calls directly within their web browser—no physical phone required. This guide walks you through everything from verifying your settings to making and managing a call.
Prerequisites
Before you can use the soft dialer:
Your practice must be subscribed to PbN Voice.
You must be assigned a user extension in the system.
You must use a supported browser (Chrome recommended).
Your browser must have microphone permissions enabled.
If any of these items are missing, contact your Practice Administrator.
Accessing the Soft Dialer
You can access the dialer from anywhere in Practice by Numbers:
Navigate to the floating bar at the bottom of any PbN page.
Click on the Calls button.
This opens the Call Directory, where you can view call logs, voicemails, contacts, faxes, and settings.
Step 1: Check If You’re Ready to Call
When the Call Directory opens, locate the top-right button:
If it says "Make a Call", your extension is active, and you’re ready to go.
If it says "Call is Inactive", your user account does not have an extension assigned.
Before you can make calls, a practice administrator must go to the Phone Admin page and assign an extension to your user profile.
Step 2: Configure Audio Settings
Go to the Settings tab in the Call Directory to set up your input/output devices:
Audio Devices:
Microphone: Choose the input device you'll speak into.
Speaker: Choose the output device you’ll hear calls from.
You can also adjust:
Ringtone Volume: Volume for incoming call alerts.
Call Volume: Volume for in-call audio.
💡 Ensure your browser permits microphone access. If access is denied, the soft dialer will be unable to detect or use your microphone. You can modify these settings through the browser if this pop-up does not appear automatically.
Step 3: Extension Settings Overview
In the Extension Settings section of the Settings tab, you can:
Do Not Disturb: Toggle this ON to prevent calls from ringing your soft dialer.
Enable Call Recording: Turn this ON to record your calls (based on your practice’s recording policy).
Allow Calls on This Window: Must be ON for calls to ring in your browser tab.
Step 4: Making a Call
Click the Make a Call button.
You’ll see a dialer pop up with options to:
🔍 Search by User, Patient, or Contact
🔢 Dial a number manually using the keypad
Start typing a name or number in the search bar, or use the dialpad to input digits.
Step 5: During the Call
Once your call connects, the interface will change to the in-call view:
The phone number appears at the top
The call duration timer begins
Caller information is visible (if matched to a patient or contact)
Action buttons become available
Available Call Actions:
Button | Description |
⏸ Hold | Places the caller on hold |
🔢 Dialpad | Opens dialpad during the call (for IVR, extensions, etc.) |
🎤 Mic On/Off | Mute or unmute yourself |
🔊 Speaker | Toggle between audio outputs |
🔁 Transfer | Send the call to another user or number |
🔴 End Call | Red button at the bottom ends the call |
Step 6: Reviewing Call Logs & Recordings
Return to the Call Logs tab to:
Review recent inbound and outbound calls
Play or download recorded calls (if enabled)
See AI-generated summaries (if available)
Make a call to the same number, edit the phone call, or leave feedback
You can filter by date, PMS location, or call type and even mark calls for follow-up.
Tips & Troubleshooting
Issue | Solution |
Microphone not working | Check browser permissions and allow microphone access |
“Call is Inactive” | Ask your admin to assign an extension in the Phone Admin settings |
No sound during call | Check audio settings and speaker selection |
Can’t make calls | Ensure you’ve selected “Allow calls on this window” in Settings |
Admin Notes
Practice Administrators can:
Assign extensions from the Phone Admin page
Enable/disable call recording policies
View call analytics and monitor performance across users