Making calls using Connect

When you are logged in to Salesforce and ContactPad, and you are assigned to one or more Dial Lists, you are ready to make calls using Connect.

How do I make a call or calls using Connect?

To make a call or calls using Connect, perform the following steps:

1. Log in to ContactPad. For information about ContactPad, see Getting started with ContactPad. 

   The Start button appears in the ContactWorld Connect component.

   
   
   

2. To put yourself into an active dialing mode, click Start.

   The name of the Dial List to which this call belongs appears, along with the name of the next person to call, and Dial, Next and Stop buttons. A corresponding record should also pop in the main Salesforce window. If the record does not pop, click the person's name to open the record.

3. If you are working on a list in Automatic mode, the call is initiated immediately.  

   If you are working on a list in Preview mode, to initiate the call, perform one of the following steps:

   • Click Dial.

   • If Click to dial is enabled in Connect for your account, click any phone number within the open record relating to the call you are about to make. You can try multiple phone numbers in the open record using Click to dial, for example, if you experience a fault or no answer. Connect acknowledges each of your Click to dial calls as calls related to your current Connect call.

   (Alternatively click Next to skip the current call without dialling. This call is marked as skipped.)

   The Log a Call area in the open record refreshes.

4. You can now take notes and set a call action.

   For information about adding notes and setting a call action during a call, see Logging a call during the call and Setting disposition codes in Connect.
   
   

5. To finish the call, click Release in ContactPad. When you are in a Ready state, click Next to see the next call that you are assigned to. The previous call is marked as complete.

6. The name of the next person to call, if any, appears (go to step 3).

   If you have completed or skipped all the calls or if you have no active dial lists, a message appears in the ContactWorld Connect component that informs you that there are no calls to make.
   
   

How do I stop making calls using Connect?

You stop making calls either when you have completed or skipped all the calls or when you click Stop.

• When you have completed or skipped all the calls or if you have no active dial lists, a message appears in the ContactWorld Connect component that informs you that there are no calls to make.

• If you click Stop you are taken out of active dialing mode. If you later want to make calls using Connect, you must click Start again.

• If you click Stop during a call a message appears informing you that Connect will stop making calls after the current call. The current call is not affected, but Connect will not make any further calls. When the call ends and has a disposition code if enforced disposition codes is enabled, you will be taken out of active dialing mode.