Run your calling team from one workspace.

The owner turns on teams in Settings, picks a starting style (Agency, Call center, Healthcare or Custom) and can rename the roles to match the agency’s own words for owner, manager and agent. Create teams with a name, a color and team leads, and give a team the calling states new members should start with.

Reporting lines are edited as a batch: move several people, check the result, then save every move together. Owners can move anyone; a manager can move people only within their own part of the team. The team map shows the reporting lines with each person’s call presence, and a manager’s overview can show their own numbers or their whole downline.

Each role starts with sensible permissions. When the owner allows it, a manager can adjust some of them for the agents on their team, such as who may upload leads, create campaigns or dial by hand, within limits the owner sets. The owner can override any of it. Changes made in the member access panel are written to the audit log with the before and after values.

Owners can also reset a member’s password. The new password is shown once, the member is signed out everywhere, and the reset is logged.

A license is one simultaneous caller, not one login. The Seats tab on the team page shows how many licenses are in use and how many are free. If a rep is waiting for a free license, EmberDial sends an in-app alert to the owner and the managers above that rep, who can free one from the live floor.

Owners and managers can open the supervisor view and join an agent’s live call in one of three modes: listen, where nobody hears them; whisper, where only the agent hears them; or barge, where the agent and the lead both hear them. They can switch modes during the call, and supervision ends when the call does.

Owners, and managers who can see their team’s performance, can assign a rep a practice drill or persona with a short note. The rep sees it as a card from their coach, and the assignment shows as done, with the session’s score, when they complete it.

Practice sessions are saved so a coach can play them back, see how many times the rep cut the prospect off and how often they used listening cues like “uh-huh”, and leave a note the rep sees on their Practice page. Coaches review and assign drills to the people under them, not to themselves.

The compliance report shows, for your agency, each campaign’s abandon rate over the rolling 30 days against its limit, calls placed outside the lead’s calling hours, dials the dialer refused at its compliance checks (Do Not Call screening, reassigned numbers, state attempt caps and contact limits), and how many leads were called more times than their campaign allows. Every change to the Do Not Call list keeps who made it, when, where it came from, and the before and after values, and the activity log exports to CSV.

Owners can also turn on one shared contact limit per phone number, with the maximum attempts and the time window they choose, so the same person is not over-called across campaigns, agents or duplicate leads. These are tools; your agency stays responsible for its own compliance. Read more about EmberDial’s compliance tooling.

Owners, and managers they give Settings access, can add up to six lead tabs: secure web pages your agents need during a call, such as a lead-matching form from another system. During a call, agents switch the transcript area to a tab, or open it in its own window. Placeholders in the tab’s address pass the lead’s name, phone, state and other fields; protected leads send no personal details. When you add a tab, EmberDial checks whether the site can show inside the dialer and suggests a new window if it cannot.

Teams also get their own rooms in team chat. See how agents manage callbacks and how managers keep calling numbers healthy.