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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 Dial Entries calls that are assigned to one or more agents. The 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 object 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 Dial List relatescalls 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.

To create a single Dial List using the Create New Dial List pagein which Connect assigns calls on a first-come, first-served basis, perform the following steps:

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:

   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 typeType	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 the phone number field whose contents appear in the Primary Phone field in Dial Entries created in association with this Dial List. Connect uses this phone number if available.
   Alternate Phone (optional)	Select the phone number field whose contents appear in the Secondary Phone field in Dial Entries created in association with this Dial List. Connect uses this phone number if the Primary Phone field is empty.
   Multiple Lists	Create	To create a single Dial List for multiple agents to use, clear the check box. (To create Dial Lists for multiple individual agents, select the Multiple Lists check boxList in which calls are assigned to agents on a first-come, first-serve basis, click Single List. For information about creating multiple alternative types of Dial Lists, see Creating multiple individual Dial Lists for agentsfrom a filter.)

   
   

   Note
   The following fields are only available if the

   feature is

   features are enabled for your account

   .

   Time Zone

   The time zone which both Start Time and End Time are expressed in. For more information, see Permissible call times for Dial Lists

   .

   Start TimeThe start of the Dial List's permissible call time, that is, the time from which the Dial List is active. Type the start time in Coordinated Universal Time (UTC).

   For

   more

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

   Info
   If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.

   End Time

   The end of the Dial List's permissible call time, that is, the time at which the Dial List is no longer active. Type the end time in Coordinated Universal Time (UTC). For more information about permissible call times, see Permissible call times for Dial Lists.

   Info
   If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.

   Priority

   The priority of the Dial List. Provide a value from 0 to 999. The lower the value, the greater the priority of the list. Lists with no value have the lowest priority.

   For information about prioritizing Dial Lists, see

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

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   NoteA Dial Entry is not created if the Primary Phone and Secondary Phone fields are both empty.

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   Click Next. The next page appears.

3. In the Create New Filter section, you must define at least one filter that is used to select customers.

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   • In the first field, select the customer detail used for the first filter—the available details are determined by the type of Dial List you are creating.
   • In the second field, select the comparison operator used.
   • In the third field, type the value to which the customer value is compared.

   If you want to include additional filters, click More Filters. Another row of fields appears. Repeat this step for all filters you want to define.

4. Optional. In the Filter Logic section, you can override the filter logic used.

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   The default logic operator is AND—the filters you define in the Create New Filter section are joined. To override the default logic, refer to the filters by their numbers, for example, ((1 AND 3) OR (2 AND 5)) OR (4 AND 2).

   NoteThe NOT operator is not supported

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

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

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8. Click Generate List.

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   Your new Dial List appears.

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Using the following example:

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the default filter logic returns customers whose details match all of the criteria.

A filter logic of '((1 OR 2) AND 3)' returns the following customers:

Customers whose last name is Jones OR whose record was last modified before 19th June 2014
AND
who are in the Sales department

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Optional. In the Order by fields section, define the order in which you want filter results to appear in the Dial List.

1. In the first field, select the customer detail used for the first sort option—the available details are determined by the type of Dial List you are creating.
2. In the second field, select the sort order.
3. In the third field, select whether empty values should appear first or last in the Dial List.

If you want to define additional sort options, click More Fields. Another row of fields appears. Repeat this step for all sort orders you want to define.

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Click Generate List.

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