Ended up working out, though the order of steps was a bit unclear
When I first reached out to support for some help with the dialer and the database setup, the communication was thorough but the steps recommended seemed a bit out of order. I was told to update the software automatically first, which I did, before being directed to check some basic settings that I think should have come earlier. This made the troubleshooting a little confusing while I was trying to solve the problem. On the bright side, the telephonic support team was patient and did answer all my questions, so I didn’t feel lost. Eventually, by combining the instructions and doing some trial and error, I managed to get everything set up properly for my workflow. So the outcome was positive, even if the path to it could have been clearer in terms of the sequence of steps. I appreciate the effort though, and I guess some of these processes can vary depending on the issue at hand.