A gray phone icon  from the Caller side of VanillaSoft indicates that you do not have the proper account license for dialing. In order to change this, you will need to access VanillaSoft from an Account Admin account. If you only have Admin access (instead of Account Admin access), you will not be able to make the needed changes and will need to reach out to your Account Admin to make the necessary changes. 

To Enable Dialing for a User:

1. Log in to VanillaSoft as an Account Administrator.
2. From the Admin side, click on Users from the top menu.
3. Go into the Manage User Licenses section.
4. In the Active Callers section, check the Auto-Dialing checkbox beside the caller's username.
5. Once done, click Save. 

At this time, the caller can now refresh their page and should have the ability to click-to-dial. If the phone icon is still gray, they may need to sign out and back in to their account for the changes to take effect.