In Connect you can create , if the dynamic Dial Lists feature is available for your account, Dial Lists can be static or dynamic Dial Lists depending . Connect determines whether a Dial List is static or dynamic based on the method you use to create the list.
If the dynamic Dial Lists feature is enabled for your account:
- When you create a Dial List using a filter, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.
- When you create a Dial List from a report, you can make this list dynamic by subscribing to the
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- source report. For information about making a Dial List from a report dynamic, see Creating a Dial List from a report.
Using any other method (from a list view or uploaded CSV file), or if the dynamic Dial Lists feature is not enabled for your account, Dial Lists are static. For information about creating a Dial List from a list view or CSV file, see Creating a Dial List from a list view or Creating a Dial List from a file upload.
Dial Lists created using a filter
Static and dynamic lists created using a filter differ in the following ways:
Dynamic Dial Lists | Static Dial Lists |
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When are calls created? | |
Connect creates no |
pending calls when creating the Dial List |
. When the first agent assigned to the Dial List requests details for a call, Connect creates a small number |
of pending calls. By default, this number is 20. You can configure how many |
pending calls Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists. | Connect creates |
pending calls when |
creating Dial List |
. | |
Will new data appear in the dial list? | |
Any new data that matches the criteria in the filter automatically appears in the Dial List. Connect updates each list after a short period of time, or when an agent runs out of |
pending calls to make. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:
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You can configure how often Connect allocates new |
pending calls to Dial Lists. For information about configuring this interval, see Configuring dynamic Dial Lists. | New data that matches the criteria in the filter will not appear in the Dial List. |
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When you create a Dial List using a filter, if the dynamic Dial Lists feature is enabled for your account, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.
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When are calls assigned to agents? | |
Connect assigns pending calls to agents when they request their next call. | Connect assigns the calls to agents when creating the Dial List. |
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Dial Lists created from a report
Connect creates all pending calls when creating a Dial List from a view, report or CSV file, see Creating a Dial List from a view, Creating a Dial List from a report and Creating a Dial List from a file upload. Insert excerpt