How do I configure how often Connect refreshes dynamic Dial Lists and how many Dial Entries Connect creates?
When a supervisor creates a Dial List, Connect does not create all the Dial Entries. Connect creates just a few entries when required and refreshes the lists on a configurable schedule. Creating entries in this way saves processing time and avoids Dial List data becoming stale. For more information about how Connect refreshes Dial Lists, see Dynamic Dial Lists.
To override default schedule settings, you can configure the number of entries that Connect creates and how often Connect refreshes the Dial List. Define the following fields in custom settings in Salesforce:
| Field | Description |
|---|---|
| Cache size | The maximum number of Dial Entries that Connect adds to a Dial List after refreshing the Dial List or when an agent requires more Dial Entries. The default value is 20. |
| Cache expire time (s) | The interval between Dial List refreshes in seconds. When this time is exceeded, Connect schedules a job to refresh the Dial List in the background. The default value is 300 seconds (5 minutes). |
| Max cache expire time (s) | The longest time, in seconds, that a Dial List can go without Connect updating it. When this time is exceeded, Connect refreshes the Dial List immediately. An agent waiting for their next Dial Entry might experience a slight delay while Connect refreshes the list. The default value is 3,600 seconds (1 hour). |
| Outstanding calls expire time (s) | The time, in seconds, after which Connect recalculates the number of outstanding calls. When using static Dial Lists, to determine the number of outstanding calls, Connect counts the number of remaining Dial Entries. With dynamic Dial Lists, Connect runs a job to recalculate the number of outstanding calls. To reduce the number of jobs Connect needs to run, increase the time before Connect needs to recalculate the number of outstanding calls. |
For information about configuring custom settings, see Creating or editing custom settings for Connect.
In versions of Connect earlier than 16.101 you could configure automatic and scheduled refreshing of Dial Lists. If you configured one or both of these features, you must remove the relevant configuration. For information about removing automatic and scheduled refreshing, see Removing automatic dial list refresh configuration and Removing scheduled dial list refresh configuration.