Calling List Tool
- Rebecca Kornblum
- Jack Friend
Overview
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 Calling List Settings, Outcomes, and Views article describes how admins can customize the Calling List Tool for users.
Note
The organization and user must have a Webphone license to use the Calling List Tool. Read the Webphone article for more information.
This article describes the following:
Calling List Tool Sections
The Calling List Tool page is divided into four sections:
Create a Calling List
Calling List
List Control
Lead Detail
How to Create a Calling List
Select Calling List from the inFlow dropdown menu.
The Calling List Tool page opens.
Select the audience type from the Audience Type dropdown list in the Create a Calling List section.
In this article, we will use Custom Queues as our example.
Select the Applications or Partner from the Workflow Type dropdown list.
This will default based on the Workflow Type set in the user’s Preferences.
The Calling List Audience dropdown list reflects the Audience Type selection.
If Custom Queues is the selected Audience Type, only the custom queues available for the selected Workflow Type will load. Only custom queues the user has permission for will be listed. Permission for custom queues is granted through the org admin.
If Prioritized Alerts is the selected Audience Type, only the prioritized alerts available for the selected Workflow Type will load.
Select a custom queue for the calling session from the Calling List Audience dropdown list.
Click Load to create the calling list.
The calling list opens in the Calling List section below the Create a Calling List section.
How to Filter a Calling List
The user can filter or sort the calling list per their requirements.
Select a column to filter.
Click the three dots at the right of the column heading.
Click Filter.
Enter the values for the filter.
Click the Filter button.
The filtered results appear.
Calling List Tool audiences only bring back the first 5,000 records. When users filter the columns, they can reload the page by selecting the Load with Filters button that appears once a column is filtered, and the system will go back to the database and find the first 5,000 records that match that criteria.
Note
Once the list is in the preferred order, the user is ready to initiate the calling session. By default, the first lead on the calling list is highlighted. The user can select which lead they want to start the calling session from. Once initiated, calls are made down the list from that starting point.
How to Initiate a Calling Session
Once the calling list is ready, the user can begin calling leads.
Select Initiate Calling Session from the List Control section.
The system checks the calling list.
The first eligible lead to call (based on the list order) is identified.
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.
The first eligible lead identified in the calling list is called.
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 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 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 lead will load and the user can edit/update the lead details as needed whether or not the lead answers the call.
How to Complete a Calling Session
Once a call is completed, the user has four options in the List Control section:
Select the Next Call button.
Select Hang Up in the Webphone.
Select End Session button.
Select one of the Call Outcome Shortcut buttons.
Next Call Button
Click the Next Call button to immediately end the current call.
Select a response in the Call Outcomes popup window.
The user can add a note.
The user must select a call outcome.
Once selected, the note is automatically saved and the next lead is called.
Hang Up in the Webphone
Click the Hangup button in the Webphone to end the call without going to the next call.
The user can update the lead detail or do other work.
Once the user is ready to make the next call, the user can select the Next Call or End Session button.
Select a response in the Call Outcomes popup window.
The user can add a note.
The user must select a call outcome.
Once selected, the note is automatically saved and the next lead will be called.
End Session Button
Click the End Session button in the List Control section to end the call.
Call Outcome Shortcuts
The Call Outcome Shortcuts are identical to the call outcomes listed in the Call Outcomes popup window. Using the shortcuts simplifies the process by only requiring one click to disposition the call and initiate the next call.
The user selects a call outcome shortcut from the List Control section.
The current call ends (if still active).
The current call is dispositioned.
The next call initiates.
Lead Detail Section
Once a lead is being called, the lead detail information loads in the Lead Detail section. Based on their permissions, the user will be able to update/edit the lead or have read-only abilities.
This section works just like the lead detail section in inFlow.
Edit/Update
The lead is auto-assigned once called.
The user is assigned to the lead.
The user has Peer View or Org Structure permissions.
The user Takes the lead in the Calling List tool.
Read Only
Take is required.
The user is not assigned to the lead.
The user has no Peer View or Org Structure permissions to edit the lead.
Best Practices for Setting Calling Eligibility Rules
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 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 narrowly target which leads to 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.TCPA
This feature prevents agents from calling borrowers outside of allowed business hours. The hours are determined by the borrowers’ area code and time zone. Read the TCPA Feature article for more detailed information.