Creating a Dial List

For an agent to make calls using Connect, you must create one or more Dial Lists. Dial Lists will contain calls that relate to records in your org such as customer, account, case, and so on. By default you can create Dial Lists of Contact, Lead, Case, Campaign Member, and Task types.

When an agent assigned to a Dial List indicates that they are ready to make calls, Connect provides calls in the specified order. For information about Dial Lists and calls, see Dial Lists and Pending, active, completed and skipped calls.

The following sections show how you create Dial Lists in Connect.

Create Dial Lists from a filter

You can create a Dial List by specifying a filter to retrieve records from your Salesforce org. For information about creating a Dial List using a filter, see Creating a Dial List from a filter.

When creating a Dial List from a filter, you can also create multiple lists for each agent. For information about creating multiple Dial Lists, see Creating multiple individual Dial Lists for agents.

Create Dial List from a list view

You can create a Dial List from a Salesforce list view. For information about creating Dial Lists from list views, see Creating a Dial List from a list view.

Create Dial List from a report

You can create a Dial List from a Salesforce report. For more information about creating Dial Lists from reports, see Creating a Dial List from a report.

Create Dial List by uploading a file

You can create a Dial List by uploading a CSV file that has been generated from a Salesforce report. For more information about creating a Dial List by uploading a CSV file, see Creating a Dial List from a file upload.