A Dial List is a list of calls relating to the underlying Salesforce records. These records are of the standard or custom object type on which the Dial List is based, such as contact, lead, or task. For more information about Dial Lists, Dial Lists. Call records represent each call that an agent or agents must make or have made using Connect. A call contains the following information:
- The name and phone number or numbers of the person to call.
- A URL to the corresponding record.
- Who the call is assigned to, that is, the agent currently on the call or who previously made the call.
Calls can be pending, active, completed or skipped.
Pending calls
Pending calls are calls that an agent has not yet requested. Pending calls become active when Connect pops the call to the agent.
Pending calls are represented by the Pending Dial Entry (NVMConnect__PendingDialEntry__c) Salesforce object.
Active calls
Active calls are calls that agents have requested. Agents can choose to make the call or move on to the next call. Calls remain active while the call is in progress. When an agent has made a call and click Next, Connect marks the call as completed. In preview mode, if an agent clicks Next without making the call, Connect marks the call as skipped.
Active calls are represented by the Active Dial Entry (NVMConnect__ActivePendingDialEntry__c) Salesforce object.
Completed and skipped calls
Completed and skipped calls are calls that an agent has made (and completed) or skipped, respectively.
Completed and skipped calls are represented by the Processed Dial Entry (NVMConnect__ProcessedDialEntry__c) Salesforce object.