This feature is available only in the Premium edition of ContactWorld for Sales & Marketing; contact your account manager to enable it if you think you should be able to use it.
You can create a Dial List in various ways, one of which is using an existing Salesforce report. To generate a Dial List from a Salesforce report, the report must be in tabular format and contain the following columns:
- the unique ID of the Salesforce object, for example, Contact ID, Account ID, or Lead ID
- at least one telephone number for each object
- a description
If you put any of these values into the wrong column, the Dial List is created but might not be usable.
For information about creating Salesforce reports, see Salesforce help.
When you create a Dial List from a report, the Dial List is static and Connect does not refresh the Dial List. For information about dynamic Dial Lists, see Dynamic Dial Lists.
To create a Dial List from a report follow these steps:
- Click the Dial Lists tab. The Recent Dial Lists list view appears.
Select an appropriate list view and click Go! if the selected list view does not automatically appear. The list view appears.
Click Create From Report.
If Create From Report is not visible, you may need to add the button to the Dial List List View. For information about adding a button to a list view, see Adding a custom button to a Dial List list view.
Create Dial List From A Report appears.Provide the following information:
Field Description Dial List Name The name of the Dial List. Type the name for the Dial List you are creating. Source Report A list of tabular reports on which you can base your new Dial List. Click the name of the report you want to use. Object ID Column A list of columns in the report you specify in Source Report. Click the name of the column that contains the ID of the object in the report. The Object ID is used to generate a URL in the call record to the original Salesforce object. Dial Entry Description Column A list of columns in the report you specify in Source Report. Click the name of the column that contains a suitable description for the object in the report. The description appears in the individual call records. Dial Entry Primary Phone Column A list of columns in the report you specify in Source Report. Click the name of the column that contains the primary telephone number for the object. This telephone number is the first number used to connect an agent to a customer when the agent uses Connect to make a call. Dial Entry Secondary Phone Column A list of columns in the report you specify in Source Report. Click the name of the column that contains the secondary telephone number for the object. This telephone number is used if the primary telephone number fails to connect an agent to a customer when the agent uses Connect to make a call. Click Create Dial List.
The Dial List is created. The Dial List appears on screen, and contains one or more call records. Each call record corresponds to a row in the report on which the list is based.
The sort order in the report is reflected in the order of the calls in the Dial List.
Connect does not refresh Dial Lists created from reports.
If you create a Dial List from a report with more than 2000 entries, only 2000 call records are created. These call records correspond to the first 2000 entries in the report. To work around this limitation, you can export the report to a CSV file, and upload that file to create a Dial List. For information about creating a Dial List from a CSV file, see Creating a Dial List from a file upload.
Before you or any assigned agents can use your Dial List, you must complete the following tasks: You can also edit filters (where applicable), change the priority of a Dial List, set permissible call times, and edit custom fields. For information about these tasks, see Editing a Dial List.