Creating multiple individual Dial Lists for agents

How do I create multiple Dial Lists for agents that contain only call records that represent objects owned by those agents?

When you create a single Dial List, you can assign the Dial List to multiple agents. These agents may not be the owners of the objects that the contained call records represent. You can also create Dial Lists for individual agents and those Dial Lists contain call records that represent only objects that the agents own. In addition, you can create multiple Dial Lists for different agents at once, saving time if you have a large team of agents needing Dial Lists with the same settings.

Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.

To create multiple individual Dial Lists for agents, perform the following steps:

1. Open a Create New Dial List page. You can open a new Create New Dial List page in the following ways:
   
   • From the Dial Lists tab. Click the Dial Lists tab and click New or New Dial List depending on which view is open. Create New Dial List appears.

   • From the Create New... menu. On the left side of the Salesforce window, click Create New... and then click Dial List. Create New Dial List appears.

2. On the Create New Dial List page, provide the following values:

   Field	Description
   List Name	Type a suitable name for the Dial List that will make the list identifiable later. The value is not unique.
   List type	Select one of the types in the list, such as Contacts or Leads. The list type determines the type of customers you can select for your Dial List.
   Phone Field	Select the phone number field whose contents appear in the Primary Phone field in call records created in association with this Dial List. Connect uses this phone number if available.
   Alternate Phone (optional)	Select the phone number field whose contents appear in the Secondary Phone field in call records created in association with this Dial List. Connect uses this phone number if the Primary Phone field is empty.
   Multiple Lists	To create Dial Lists for multiple agents, select the Multiple Lists check box. (To create a single Dial List for multiple agents to use, clear the check box. For information about creating a single Dial List, see Creating a single Dial List.)
   The following fields are only available if the feature is enabled for your account.
   Time Zone	The time zone in which both Start Time and End Time are expressed in. For more information, see Permissible call times for Dial Lists.
   Start Time	The start of the Dial List's permissible call time, that is, the time from which the Dial List is active. Type the start time in Coordinated Universal Time (UTC). For more information about permissible call times, see Permissible call times for Dial Lists. If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.
   End Time	The end of the Dial List's permissible call time, that is, the time at which the Dial List is no longer active. Type the end time in Coordinated Universal Time (UTC). For more information about permissible call times, see Permissible call times for Dial Lists. If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.
   Priority	The priority of the Dial List. Provide a value from 0 to 999. The lower the value, the greater the priority of the list. Lists with no value have the lowest priority. For information about prioritizing Dial Lists, see Cross-list prioritization.

   

   A call record is not created if the Primary Phone and Secondary Phone fields are both empty.

   Click Next. The next page appears.

3. Select a view that contains the users (agents) for whom you are creating the Dial Lists.

   

   You must already have a user view—either standard or custom—containing the appropriate users.

4. In the Create New Filter section, you must define at least one filter that is used to select customers.

   
   • In the first field, select the customer detail used for the first filter—the available details are determined by the type of Dial List you are creating.
   • 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 More Filters. Another row of fields appears. Repeat this step for all filters you want to define.

5. 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

6. Optional. In the Order by fields section, define the order in which you want filter results to appear in the Dial List.

   
   1. In the first field, select the customer detail used for the first sort option—the available details are determined by the type of Dial List you are creating.
   2. In the second field, select the sort order.
   3. In the third field, select whether empty values should appear first or last in the Dial List.

   If you want to define additional sort options, click More Fields. Another row of fields appears. Repeat this step for all sort orders you want to define.

7. Click Generate List.

   

   Your new Dial List or Lists are created and displayed in the Dial Lists view that appears.

Before an agents can use their Dial List, you must activate the Dial List. For information about activating Dial Lists, see Editing a Dial List.