Configuring dynamic Dial Lists

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.

This configuration applies only to dynamic Dial Lists created from a filter. To update Dial Lists created from a report, you must create a report subscription. For more information about Dials Lists created from a report, see Creating a Dial List from a report.

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

To change the default settings, define the following fields in custom settings in Salesforce:

Field	Description
Cache size	The maximum number of call records that Connect adds to a Dial List after updating the Dial List or when an agent requires more call records. The default value is 20. You can override this value in individual Dial Lists. For information about changing Cache size in a Dial List, see Editing a Dial List.
Cache expire time (s)	The interval between Dial List updates in seconds. When this time is exceeded, Connect schedules a job to update the Dial List in the background. The default value is 300 seconds (5 minutes). You can override this value in individual Dial Lists. For information about changing Cache expire time in a Dial List, see Editing a Dial List.
Max cache expire time (s)	The longest time, in seconds, that a Dial List can go without Connect updating it. When this time is exceeded, Connect updates the Dial List immediately. An agent waiting for their next call might experience a slight delay while Connect updates the list. The default value is 3,600 seconds (1 hour). You can override this value in individual Dial Lists. For information about changing Max cache expire time in a Dial List, see Editing a Dial List
Outstanding calls expire time (s)	The time, in seconds, after which Connect recalculates the number of outstanding calls. When using static Dial Lists, to determine the number of outstanding calls, Connect counts the number of remaining call records. With dynamic Dial Lists, Connect runs a job to recalculate the number of outstanding calls. To reduce the number of jobs Connect needs to run, increase the time before Connect needs to recalculate the number of outstanding calls.

For information about configuring custom settings, see Creating or editing custom settings for Connect.

In versions of Connect earlier than 16.101 you could configure automatic and scheduled refreshing of Dial Lists. If you configured one or both of these features, you must remove the relevant configuration. For information about removing automatic and scheduled refreshing, see Removing automatic dial list refresh configuration and Removing scheduled dial list refresh configuration.