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How do I create a single Dial List in which Connect assigns calls on a first-come, first-served basis?

A single Dial List contains one or more calls that are assigned to one or more agents. You can create a Dial List in which Connect assigns calls on a first-come, first-served basis; assigned agents might not own the Salesforce records (contact, account, lead, and so on) to which the calls relate. Alternatively—if enabled for your account—you can create a single Dial List in which Connect assigns calls to agents who own the records to which the calls relate. For information about creating a Dial List in which calls are assigned to the agents that own the records that the calls represent, see Creating a single Dial List (record ownership).

Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.

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1. Open a Create New Dial List page. You can open a new Create New Dial List page in the following ways:

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2. On the Create New Dial List page, provide the following values:

   Select a phone number field. This field's contents appear in the Secondary Phone field in call records created in association with this Connect uses this phone number if the Primary Phone field is empty.

   Field	Description
   List Name	Type a suitable name for the Dial List that will make the list identifiable later. The value is not unique.
   List Type	Select one of the types in the list, such as Contacts or Leads. The list type determines the type of customers you can select for your Dial List.
   Phone Field	Select a phone number field. This field's contents appear in the Primary Phone field in call records created in association with this Dial List. Connect uses this phone number if available.
   Alternate Phone (optional)	Dial List.
   Create	To create a single Dial List in which calls are assigned to agents on a first-come, first-serve basis, click Single List. For information about creating alternative types of Dial Lists, see Creating Dial Lists from a filter.

   
   

   Note
   A call record is not created if the Primary Phone and Secondary Phone fields are both empty.
   Note
   The following fields are only available if the features are enabled for your account.

   For information about permissible call times, see Permissible call times for Dial Lists.

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   For information about cross-list prioritization, see Cross-list prioritization.

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   Click Next. The next page appears.

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4. Select phone number fields in the order that Connect will dial them.
   

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5. Define the filtering and ordering settings for your Dial List.
   

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6. Click Generate List.

   

   Your new Dial List appears.

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