For an agent to make calls using Connect, you must create one or more Dial Lists. Dial Lists will contain calls that relate to records in your org such as customer, account, case, and so on.
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When an agent assigned to a Dial List indicates that they are ready to make calls, Connect provides calls in the specified order. For information about Dial Lists and calls, see Dial Lists and Pending, active, completed and skipped calls.
The following sections show how you create Dial Lists in Connect.
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Create Dial Lists from a filter
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If the dynamic Dial Lists feature is enabled for your account, Connect automatically adds or removes calls from the Dial List as the data changes in your org. For information about dynamic Dial Lists, see Dynamic Dial Lists. |
Create Dial List from a list view
You can create a Dial List from a Salesforce list view. For information about creating Dial Lists from list views, see Creating a Dial List from a list view.
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