Content Comparison

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The Calling List Tool (also called the one-to-one dialer) allows users to quickly create and work through a calling list. Managers can create custom lists and define rules on how often each contact can be called. The custom lists can be shared across teams.

The Admin Configuration Calling List Settings, Outcomes, and Views article describes how to admins can customize the Calling List Tool for users.

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1. Select Initiate Calling Session from the List Control section.
   

   

2. The system checks the calling list.

   1. The first eligible lead to call (based on the list order) is identified.

   2. An eligibility check is run to make sure another user has not called the lead and that the lead is still eligible for the custom queue logic.

3. The first eligible lead identified in the calling list is called.
   

   

   

   

4. Based on system settings, the following lead assignment logic occurs:

   • If the user is already assigned to the lead:

     • No action is required.

     • The lead will load and the user can edit/update the lead details as needed.

   • If the user is not assigned to the lead and Take is required in the Calling List settings:

     • The user will see a Take button which means the lead will not automatically be

   auto-

   • • assigned to the user. The user must click the Take button in the Calling List section to take the lead for the assignment. Until the user takes the lead, they

   will

   • • only have View Only rights to the lead detail.

     • This feature is a best practice for when a lead is called but no one answers or no contact is made. The user does not have to Take the lead and no assignment occurs.

     • If the user makes contact and engages with the lead, they can then take the lead, it will be assigned to them, and edit access to the lead detail will be granted.

   • If the user is not assigned to the lead and Take is NOT required in the Calling List settings:

     • The lead will be automatically assigned to the user.

     • The

   user will have full edit access to the lead

   • • lead will load and the user can edit/update the lead details as needed whether or not the lead answers the call.

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How to Complete a Calling Session

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The following best practices can be used to create highly customizable calling rules that help users set up queues and keep contacts from being called too frequently. See the Admin Configuration Calling List Settings, Outcomes, and Views article for more detailed information.

• Eligibility Duration:
  This feature sets the minimum amount of time during which a number is not called. Navigate to Org Settings > Calling Lists > Settings to set this duration.

• Custom Queue Timer:
  This feature sets within a custom queue how often a lead can be taken or called. Read the Custom Queue article for more detailed information.

• Custom Queue Filters:
  This feature sets parameters within a custom queue to rifle in on the narrowly target which leads to be called call or define rules on how often a lead can be called. An example rule may state, “If the last outbound call date is < 8 hours, do not include the lead in the custom queue.” The Custom Filter article offers more detailed information.

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