CallNet Documentation

Getting Started

After signing up, your account is created but calling stays locked until you complete an onboarding call — this is how we set your per-minute rates, assign DIDs, and configure your caller ID/attestation before your floor goes live.

Once approved, log in at /app. What you see depends on your role:

• Admins see Campaigns, Leads, Agents, Reports, Billing, and DIDs.
• Agents see the Softphone only.

Campaigns & Leads

A campaign connects a lead list to a buyer. Create one from Campaigns → New Campaign, then:

• Upload a lead list (CSV) or attach an existing one from Lists.
• Set calling hours — calls outside your configured window are held automatically.
• Attach a buyer so qualified/answered calls route somewhere.

Lists can be cleared or moved between campaigns without re-uploading — see Lists in the sidebar.

Dialer & Dial Speed

CallNet uses local-timezone-aware pacing — leads are called based on the recipient's area code, not your server's clock, at three fixed daily windows (morning / afternoon / early evening) to stay compliant with calling-hour rules.

Dial speed is set with three presets rather than a raw ratio:

• 1x — conservative, lowest abandonment risk.
• 2x — balanced, most centers run here.
• 3x — maximum, hard-capped to protect against runaway over-dialing.

Abandonment rate is monitored in real time and campaigns are automatically throttled if they run hot.

Agents & Softphone

Agents work from the browser — no separate softphone app or hardware phone required. Open Softphone, log in, and allow microphone access when prompted (this must be done once per browser).

Available controls while on a call: mute, hold, blind/attended transfer, and disposition. Supervisors can additionally listen, whisper, or barge into any live call from the Live Monitor view.

If a call gets stuck on "Connecting," the softphone now self-recovers automatically after a few seconds and returns you to Ready — you do not need to log out and back in. If it happens repeatedly, see Troubleshooting.

AI Voice Agent

For high-volume qualification campaigns (e.g. insurance/benefits screening), CallNet's AI voice agent can answer calls, ask your qualifying questions, and make one of three decisions:

• Transfer — the lead qualifies; the call is handed to a live agent or your buyer immediately.
• Callback — the lead is interested but the timing is wrong; a callback is scheduled.
• DNC — the lead asks to be removed; they're suppressed platform-wide, not just from one list.

Enable the AI agent per campaign from the campaign's settings tab. Full call transcripts are available for review.

Numbers & Caller ID

CallNet is a direct carrier — not a reseller — so every outbound call carries real STIR/SHAKEN attestation. This is what keeps your calls from being flagged "Spam Likely" by carrier filtering, which is the most common problem centers coming from other providers run into.

Local presence dialing (matching your caller ID to the lead's area code) can be enabled per tenant from DIDs settings.

Voice API

If you want to build your own calling logic instead of using the dialer UI, the CallNet Voice API gives you the same carrier-grade network programmatically — place calls, receive webhooks, and manage numbers via REST.

Full API reference →

Troubleshooting

Softphone stuck on "Connecting": this now self-recovers within seconds. If it persists, hard-refresh the browser tab (old sessions before an update can lack the latest fix).

No audio / one-way audio: almost always a browser microphone permission issue — check your browser's site settings for callnetdialer.com and ensure microphone access is allowed.

Calls flagged "Spam Likely": contact support — this should not happen on CallNet's direct-carrier numbers, and we'll investigate the specific DID.

Corporate/restrictive network: if your center is behind a firewall that blocks most outbound traffic, ask your IT team to allow outbound UDP/TCP 3478 and TCP 5349 to sip.callnetdialer.com for call audio to establish reliably.