A Dial Entry is a record of each call that an agent or agents must make using Connect. A Dial Entry corresponds to a Salesforce record, such as a contact, lead, or task. An entry contains the following information:
- The name and phone number or numbers of the person to call.
- A URL to the corresponding record.
- The status of the call, that is, whether an agent has made the call, skipped the call, or neither.
- Who the call is assigned to, that is, the agent currently on the call or who previously made the call.
Dial Entries appear in Dial Entry views on the Dial Entries tab.
What happens when an agent uses Connect to make a call?
When an agent uses Connect to make a call to a Dial Entry, Connect pops the corresponding Salesforce record in the agent's browser window. The agent can add information about the call in the Log a Call area in the usual way. At the end of the call, Connect performs one of the following actions:
If the Dial Entry relates to a record other than a task record, Connect creates a new task record in which to log call details unless the record related to the Dial Entry is a task record. This task record is related to the original Salesforce record unless the agent has linked the call to a different Salesforce record. For information about logging and linking calls, see Logging a call during the call.
If the Dial Entry relates to a task record, instead of creating a new task record to log the call, Connect modifies the existing task record. Connect appends "Outbound call to telephone number" to the subject of the task record.
If the task is related to another Salesforce record, such as a contact or lead, the task continues to be related to this record. The agent can relate the task to a different or an additional record in the usual way. For information about relating calls to records, see Logging a call during the call.