Editing a Dial List

1 Overview
2 Prerequisites
3 Limitations
4 Activate a newly created Dial List
5 Edit filters and sort order
6 Edit phone number fields
7 Assign agents to Dial Lists
8 Unassign agents from Dial Lists
9 Set Dial List priority
10 Set permissible call times
11 Edit custom fields on a Dial List
12 Configure cache settings for dynamic Dial Lists

Overview

You can modify a Dial List after creation to:

Activate or deactivate the list.
Change the dialing mode (preview or automatic).
Update filter settings and sort order.
Configure phone number fields and dialing sequence.
Assign agents or groups to the list.
Set priority and permissible call times.
Adjust cache settings for dynamic lists.

To edit a Dial List, open it in edit mode, modify the required fields, and click Save. The Dial List appears in read mode after saving.

Prerequisites

Permissions to edit Dial Lists in Salesforce.
Access to the Dial List you want to modify.
For agent assignment: Dial List must be in read mode (not edit mode).

Limitations

Limitation	Description

Limitation	Description
Simultaneous editing	Filters and custom fields cannot be edited at the same time. Different edit pages are required for each operation.
Filter logic operators	The NOT operator is not supported in filter logic.
Maximum filters	Maximum 40 filters per Dial List (best practice: minimize filter count).
Filter value length	Maximum 4000 characters per filter value field.
Phone field selection	Each phone field can be selected only once.
Owner ID filter	The Owner ID filter field must not be edited or removed in Dial Lists created using the Multiple Lists feature (unless explicitly removing the filter).
Group hierarchy access	Managers of group members are not assigned when Grant Access Using Hierarchies is enabled in a public group.

Activate a newly created Dial List

Complete the following steps to enable agents to use a newly created Dial List:

Open the Dial List in edit mode.
In the Dial List edit page, select the Active check box.

Activation requirement

Agents can only use active Dial Lists.

In the Mode field, select the desired dialing mode:
- Preview: Agent previews customer information before dialing (default).
- Automatic: Connect automatically dials customers.

For more information about dialing modes, see Dialing modes.

In the Description field, add information such as:
- Dial List purpose.
- Images.
- Links to product documentation.

The description displays with the customer record during calls.

Click Save.

Edit filters and sort order

To change filters or sort order used to select and prioritize customers:

Open the Dial List in edit mode.
Locate the Filter and Ordering section on the edit page.
Configure filters and sort order as needed.
Click Save.

For detailed instructions on configuring filters and sort order, see Configuring Dial List settings.

Multiple Lists Owner ID filtering

When editing individual Dial Lists created using the Multiple Lists feature, the Owner ID field appears as a filter. Do not edit or remove this field unless you explicitly want to remove the Owner ID filter.

In ContactWorld versions before 17.114, Owner ID appears with no value. Select the correct Owner ID value to save the Dial List.
To update filters for all Dial Lists created using Multiple Lists, consider deleting and recreating them. See Creating multiple individual Dial Lists for agents.

Edit phone number fields

To change the phone numbers that Connect dials and their dialing order:

Open the Dial List in edit mode.
Locate the Select phone number fields section.
Manage phone number fields as needed.
Click Save.

For detailed instructions on managing phone number fields, see Configuring Dial List settings.

Assign agents to Dial Lists

At least one agent must be assigned for the Dial List to be usable. Connect may assign agents automatically during creation, depending on the Dial List type. The Dial List must be open in read mode to assign users.

Task	Instructions

Task

Instructions

Assign individual agents

Open the Dial List in read mode.
In the Dial List detail page, click the Assign Users button.
In the Pick Agents dialog, in the All Agents list, select one or more agents.

Agent not visible in the All Agents list

If an agent does not appear in the All Agents list, go to their user record in Salesforce and select the Can Use Dial Lists Via Connect check box

Click the >>> button to move the selected agents to the Assigned list.
Click Save.

Call assignment behavior

Connect assigns calls to assigned agents when they request their next call. Depending on the Dial List type, agents may need to own the record.

Assign groups of agents

Open the Dial List in read mode.
In the Dial List detail page, click the Assign Groups button.
In the Assign Groups to Dial List dialog, in the Available list, select one or more groups.
Click the >>> button to move the selected groups to the Assigned list.
Click Save to synchronize group agents to the Dial List.

Group assignment restrictions

Agents assigned via groups cannot be unassigned in the Assign Users UI. Remove them by removing them from the group or removing the group from the Dial List.
When Grant Access Using Hierarchies is enabled in a public group, managers of group members are not assigned to the Dial List.

Unassign agents from Dial Lists

Unassign agents who are on leave, changing roles, or leaving the company.

Task	Instructions

Task

Instructions

Unassign individual agents

Open the Dial List in read mode.
In the Dial List detail page, click the Assign Users button.
In the Pick Agents dialog, in the Assigned list, select one or more agents.
Click the <<< button to move the selected agents to the All Agents list.
Click Save.

Unassign groups

Open the Dial List in read mode.
In the Dial List detail page, click the Assign Groups button.
In the Assign Groups to Dial List dialog, in the Assigned list, select one or more groups.
Click the <<< button to move the selected groups to the Available list.
Click Save.

Synchronization behavior

Removing an agent from a group does not immediately remove them from the Dial List. Supervisors can manually synchronize using the Synchronize Assigned Groups button in the Dial Lists list view. For active Dial Lists, synchronization happens automatically while agents work with Connect.

Set Dial List priority

If cross-list prioritization is enabled for your account, you can set Dial List priority.

Open the Dial List in edit mode.
Locate the Priority field on the edit page.
Enter a value from 0 to 999. Lower values have higher priority. Lists with no value have lowest priority.
Click Save.

For more information, see Cross-list prioritization and Configuring Dial List settings.

Set permissible call times

If permissible call times are enabled for your account, you can configure when the Dial List is active.

Prerequisite

The Start Time, End Time, and Time Zone fields must be added to the Dial List page layout as part of your initial implementation. If these fields are not visible, contact your Salesforce administrator. For more information, see Making Connect information visible on page layouts and list views.

You can configure permissible call times using the new Dial List builder, or by using inline editing in a Dial List list view that includes the Start Time and End Time columns.

Method	Instructions

Method	Instructions
Using the Dial List builder	Open the Dial List in edit mode. Locate the permissible call times fields on the edit page. Configure the Time Zone, Start Time, and End Time fields. Click Save.
Using inline editing in a list view	Open a Dial List list view that includes the Start Time and End Time columns. Click the Start Time or End Time field inline for the relevant Dial List. Enter the new value and save.

For more information, see Permissible call times for Dial Lists and Configuring Dial List settings.

Edit custom fields on a Dial List

The default edit page enables filter and sort order modifications, but does not display custom fields added to your Dial List object. To edit custom fields, use the standard Salesforce.com page.

Editing restriction

You cannot edit filters and custom fields simultaneously. To edit filters, see the Edit filters and sort order section earlier on this page.

To use the standard Salesforce.com page:

In Salesforce, click the gear icon and select Setup.
In the left sidebar, in the Quick Find field, enter Objects.
In the filtered results, click Objects (Salesforce Classic) or Object Manager (Lightning Experience).
In the object list, locate and click your Dial List object.
In the object detail page, click Buttons, Links, and Actions (at the top or in the left sidebar).
In the buttons list, locate and click Edit to open the button editor.
In the button editor, next to Override With, select Standard Salesforce.com Page.
Click Save.

Configure cache settings for dynamic Dial Lists

Adjust cache settings to update high-priority lists more frequently or low-priority lists less frequently, improving system performance. Default cache settings are configured in custom settings.

For information about how Connect refreshes dynamic Dial Lists, default cache values, and how to configure cache settings, see Configuring dynamic Dial Lists.

For information on choosing the right values for your Dial List type, see Best practices for dial list cache settings.

To override default cache settings:

Open the Dial List in edit mode.
Locate the cache settings fields on the edit page.
Configure the Cache size, Cache expire time (s), and Max cache expire time (s) fields.
Click Save.

Field	Description

Field	Description
Cache size	The maximum number of call records Connect adds to the Dial List after updating it or when agents require more records.
Cache expire time (s)	The interval between Dial List updates in seconds. When exceeded, Connect schedules a background job to update the Dial List.
Max cache expire time (s)	The maximum time in seconds before Connect must update the Dial List. When exceeded, Connect updates the list immediately. Agents waiting for their next call may experience a slight delay during the update.