Check cellular dial-through readiness and staff access

See whether technicians can place recorded business calls from their own cell phones through a Nova line, unlock a teammate whose access code is locked, disable one, and review recent attempts.

In the sidebar, open Settings, then choose Cellular Dial-Through under Communications. The page address is /settings/communications/cellular-dial-through. You can also reach it from Dial-through at the top of Phone Lines.

Before you start

• Cellular dial-through lets a teammate call a Nova line from their own cell phone, enter a PIN and the customer's number, and have Nova place the call from the business number, recorded like any other call.
• It has to be part of your plan. If not, the page says cellular dial-through is not enabled for your organization plan.
• Your role needs permission to read the dial-through audit to see anything on this page. Unlocking and disabling also need permission to manage dial-through for the organization.
• The call path itself is set on each phone line: Edit line, then Cellular dial-through profile. This page only shows readiness, staff access and history; Phone Lines at the top takes you back to the lines.

Steps

1. Read the tiles: Ready profiles, Active staff, Recent failures, Never used and PIN minimum. The Overview tab lists what needs attention under Action queue.
2. Open Profiles to see each line's dial-through setup. Use Search profiles or the status list (Ready, Blocked) to narrow it.
3. Press Test on a profile to check its setup. Nova checks the lines and your plan without placing a call, then says whether the test passed or found blockers.
4. Press Details to open the profile. Copy instructions copies the dialling steps to paste into a message for your staff; Edit line opens the phone line to change the setup.
5. Open Staff access to see each teammate's access. Narrow it with Locked, Never used, Recent failures or Disabled.
6. On a teammate locked out by wrong PINs, press Unlock to let them straight back in instead of waiting for the lock to run out. To stop a teammate's phone placing dial-through calls, press Disable, then Disable credential to confirm; they need a new access code to use it again. Details opens the teammate with Unlock, Disable access and View audit.
7. Open Audit to see what the audit log tracks, and press Open filtered audit log to read the attempts.

What you see

• Owner priorities on the Overview tab reminds you to confirm a profile is ready before telling staff to use it, keep callback routing in line with the customer-facing number, and keep recording on if these calls belong in your call history.
• A profile shows the number staff dial, the number customers see, where callbacks go, recording, the PIN length it needs, whether a verified phone is required and whether international numbers are allowed.
• Recent failures counts teammates who entered a wrong PIN in the last 7 days. Each person's Last failed date shows under Staff access.

If something looks different

• Ready profiles is zero: no line has a working dial-through path yet. If the tile counts some as blocked, press Details on each under Profiles to read why. If there are none, open the line from Phone Lines, turn on Cellular dial-through profile under Edit line, save, then come back and press Test.
• Unlock only appears on a locked teammate and Disable only on an active one. If neither ever appears, your role can read the audit but not manage access. Ask your admin.
• A teammate says the call did not go through: check their Last failed date, the profile's Details for blockers, then the audit log for the attempt.

Open Cellular Dial-through