Editing a Dial List

You can make various changes to a Dial List—you can activate the list, change the list's mode and filter settings, and so on.

To edit a Dial List, locate and open the Dial List in edit mode. You can modify the information in any of the editable fields. The following sections describe how to make changes for specific purposes.

When you have finished editing fields, click Save. The Dial List appears in read mode.

How do I activate a newly created Dial List to enable an agent to use it?

When you initially create a Dial List you must make some changes to enable an agent to use the list. The following changes are the most important:

• Make the list active. Select the Active check box. An agent can only use a Dial List when it is active.
• Set the mode that Connect uses when making calls—preview or automatic. By default, the mode is set to preview. Click the desired mode in the Mode list. For more information about dialing modes, see Dialing modes.
• Add any information that will help an agent making the calls, such as the purpose of the Dial List, images, and links to product documentation. Type additional information in the Description field. This information appears along with the customer record.

How do I edit filters used to select customers?

To change the filters used to select customers, modify the information in the Filter and Ordering section.

If you are creating a Dial List of Campaign Member type, see the Creating a Dial List of Campaign Member type section later in this page.

• In the Filter By Fields section, you must define at least one filter that is used to select records.

  You can filter by fields on the object you're using or used to create the Dial List and on related objects. The steps here describe using fields on the object used or being used to create the Dial List. For information about using related objects in filtering Dial Lists, see the Using related object types in filtering and ordering Dial Lists section later in this page.

  

• • In the first field, select the record detail used for the first filter — the available details include fields on the object you're using or used to create the Dial List.
  • In the second field, select the comparison operator used.
  • In the third field, type the value to which the customer value is compared.

If you want to include additional filters, click the plus (+) icon alongside one of the filters you have added. Another row of fields appears below that filter. Repeat this step for all filters you want to define. You can add up to 20 filters but best practice is to keep the number of filters to a minimum. You can reorder the filters as required using the up (↑) and down (↓) arrow icons to the left of the filters.

• Optional. In the Filter Logic section, you can override the filter logic used.
  
  The default logic operator is AND—the filters you define in the Create New Filter section are joined. To override the default logic, refer to the filters by their numbers, for example, ((1 AND 3) OR (2 AND 5)) OR (4 AND 2).

  The NOT operator is not supported.

  If you want to filter record detail records by date — for example, the date the records were created, birth date of customers, date of last contact with customers — you must specify the date as an exact date or using a date literal. For further information about specifying dates, see Date Formats and Date Literals in Salesforce help.

  Using the following example:

  Filter 1	Last Name equals Jones
  Filter 2	Last Activity less than 2014-06-19
  Filter 3	Department equals Sales

  the default filter logic returns customers whose details match all of the criteria.

  A filter logic of '((1 OR 2) AND 3)' returns the following customers:

  Customers whose last name is Jones OR whose record was last modified before 19th June 2014
  AND
  who are in the Sales department

• Optional. In the Order By Fields section, define the order in which you want filter results to appear in the Dial List. We recommend that you do this. Defining the order determines the priority in which the records are contacted, with the first field in the list having the highest priority.

  You can order by fields on the object you're using or used to create the Dial List and on related objects. The steps here describe using fields on the object used or being used to create the Dial List. For information about using related objects in ordering Dial Lists, see the Using related object types in filtering and ordering Dial Lists section later in this page.

  • In the first field, select the customer detail used for the first sort option — the available details include fields on the object you're using or used to create the Dial List.
  • In the second field, select the sort order.
  • In the third field, select whether empty values should appear first or last in the Dial List.
  If you want to include additional sort options, click the plus (+) icon alongside one of the sort orders you have added. Another row of fields appears below that sort option. Repeat this step for all sort orders you want to define. You can reorder the fields as required the up (↑) and down (↓) arrow icons to the left of the fields.
  

If you cannot see the Filter and Ordering section, you may be using an edit page that doesn't include the section. To use the edit page with the Filter and Ordering section, perform the following steps:

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type Objects.
3. In the filtered list of items, click either Objects or Object Manager, depending on whether you are using Salesforce Classic or Salesforce Lightning Experience respectively.
4. Locate and open your Dial List object.
5. Click Buttons, Links, and Actions either at the top of the object or on the left-hand side.
6. Locate and click to edit the Edit button.
7. Alongside Override With, click No Override (use default).
8. Click Save.

How do I edit the phone numbers that Connect dials and the order in which Connect dials them?

To change the phone numbers that Connect dials and the order in which Connect dials them, modify the information in the Select phone number fields section.

In the Select phone number fields section, define at least one phone field for Connect to use when agents dial customers.

After you select one phone field, select additional fields until you have selected all of the phone fields that you want Connect to dial for the record type. Standard fax phone fields are excluded.

How do I set the priority of a Dial List? 

Depending on your Dial List page layout and if the cross-list prioritization feature is enabled for your account, you can change the priority of a Dial List. For information about prioritizing Dial Lists, see Cross-list prioritization.

To change the priority, modify the value in the Priority field:

How do I set the permissible call times for a Dial List? 

Depending on your Dial List page layout and if the permissible call times feature is enabled for your account, you can change the permissible call times for a Dial List. For information about permissible call times, see Permissible call times for Dial Lists.

Provide values in the following fields to specify permissible call times:

How do I edit custom fields on a Dial List?

The default edit page for a Dial List enables you to modify filters and sort order for lists. This page does not use the standard Salesforce page layout and does not contain any custom fields you might have added to your Dial List object. If you need to edit a custom field, override the default edit page with the standard Salesforce.com page.

To use the standard Salesforce.com page with custom fields, perform the following steps:

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type Objects.
3. In the filtered list of items, click either Objects or Object Manager, depending on whether you are using Salesforce Classic or Salesforce Lightning Experience respectively.
4. Locate and open your Dial List object.
5. Click Buttons, Links, and Actions either at the top of the object or on the left-hand side.
6. Locate and click to edit the Edit button.
7. Alongside Override With, click Standard Salesforce.com Page.
8. Click Save.

How do I assign agents to Dial Lists?

You must have at least one agent assigned to a list for the list to be usable. Depending on which type of Dial List you created, Connect may have assigned one or more agents at the time of creation. To enable a specific agent to use a Dial List, you must assign that agent to the list.

To assign individual agents to Dial List, perform the following steps:

1. Locate and open the Dial List in read mode if not already open. Click Assign Users. Pick Agents appears.
2. Select the agents you want to assign to the Dial List in the All Agents list and click >>> to add the agents to the Assigned list.
3. Click Save. Connect will assign a call to one of the assigned agents when that agent requests their next call. Depending on the type of the Dial List, the agent may need to be the owner of the record to which the call relates.

You can also unassign agents from a Dial List. You might want to unassign an agent if the agent is on leave, changes role or leaves the company, for example, and is therefore unavailable to make calls associated with this Dial List. To unassign an agent, perform the same steps as in assigning agents, but in Pick Agents select the agents you want to unassign from the list in the Assigned list and click <<< to move the agent back to the All Agents list.

To assign a group of agents to Dial List, perform the following steps:

1. Locate and open the Dial List in read mode if not already open. Click Assign Groups. Assign Groups to Dial List appears.
2. Select the groups you want to assign to the Dial List in the Available list and click >>> to add the group to the Assigned list.
3. Click Save, this will synchronize the agents in the group to the Dial List. 

You can unassign a group from a Dial List in a similar fashion as for single agents.

Once an agent is assigned to a Dial List as part of the as part of a group, they are not unassignable in the Assign Users UI, they can only be removed by either removing them from the group, or removing the group from the Dial List.

How do I configure how often Connect updates dynamic Dial Lists and how many calls Connect creates?

When a supervisor creates a Dial List using a filter, Connect does not create all the call records. Connect creates just a few call records when required and updates 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 updates Dial Lists, see Dynamic Dial Lists.

You can configure the number of call records that Connect creates and how often Connect updates the Dial List.

To override the default cache settings, provide the required values in the following fields: