You can make various changes to a Dial List—you can activate the list, change the list's mode and filter settings, and so on.
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- Make the list active. Select the Active check box. An agent can only use a Dial List when it is active.
- Set the mode that Connect uses when making calls—preview or automatic. By default, the mode is set to preview. Click the desired mode in the Mode list. For more information about dialing modes, see Dialing modes.
- Add any information that will help an agent making the calls, such as the purpose of the Dial List, images, and links to product documentation. Type additional information in the Description field. This information appears along with the customer record.
How do I assign agents to Dial Lists?
You must have at least one agent assigned to a list for the list to be usable. Depending on which type of Dial List you created, Connect may have assigned one or more agents at the time of creation. To enable a specific agent to use a Dial List, you must assign that agent to the list.
To assign agents to Dial List, perform the following steps:
- Locate and open the Dial List in read mode if not already open. Click Assign Users. Pick Agents appears.
- Select the agents you want to assign to the Dial List in the All Agents list and click >>> to add the agents to the Assigned list.
- Click Save. Connect will assign a call to one of the assigned agents when that agent requests their next call. Depending on the type of the Dial List, the agent may need to be the owner of the record to which the call relates.
You can also unassign agents from a Dial List. You might want to unassign an agent if the agent is on leave, changes role or leaves the company, for example, and is therefore unavailable to make calls associated with this Dial List. To unassign an agent, perform the same steps as in assigning agents, but in Pick Agents select the agents you want to unassign from the list in the Assigned list and click <<< to move the agent back to the All Agents list.
How do I edit filters used to select customers?
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How do I edit custom fields on a Dial List?
The default edit page for a Dial List enables you to modify filters and sort order for lists. This page does not use the standard Salesforce page layout and does not contain any custom fields you might have added to your Dial List object. If you need to edit a custom field, override the default edit page with the standard Salesforce.com page.
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