How can we Help?

Using the Salesforce Preview Dialer

Follow

Note: Please note that this feature is being released as part of an Early Access Program. To learn more, reach out to your sales rep or Customer Success Manager.

The Salesforce Dialer feature gives an agent and a salesperson the ability to automatically dial down a list of Salesforce records controlled by them. In Preview dialing mode, agents can review records before calls are initiated, later allowing them to start the call or skip to another record.

salesforce_dialer_8.png

To start using the feature, select the records you want to dial from any list view of contacts, accounts, leads, opportunities, or cases if previously configured to show the dialer button. For guidance on how to enable the preview dialer, please see the article Setting up Salesforce Preview Dialer. Tip: move to a non-default list view, where Dialer was previously added.

You can use the current list view functionality to help you. Finally, press the Dialer button on the top-right corner. 

When you enter the dialer screen, you will see a set of options on the right. In order to use the Preview Dialer feature, do the following:

using_dialer_1.png

1. In “Dialing mode” [1] check the “Preview dialing” option, and it will show Preview Dialer’s settings.

2. Set the “Preview time” [2] using the slider for a time range in which a modal will popup with contact information before the actual call starts. This will basically define the time between calls in which you can prepare for the next call.

Tip: “Preview Time” allows you, if you have an extra workload, to fill in extra information, i.e. create new records, write notes and prepare the next call, or decide to record less information and decrease the preview time, so you can make more calls.

using_dialer_2.png

3. In “After preview time expires” [3] select the option you prefer: dial that one contact if you want to call the next customer or skip to the next contact (options explained in detail below).

4. Hit Start dialing [4] button on the top-right corner.

using_dialer_3.png

The controls provide a way for the agent or salesperson to pause, or stop the dialing process, and also be aware of the remaining preview time [5].

In “Call Status” [6], you can see the statuses used by the preview dialer to reflect the outcome of your calls.

  • Pending. The number is enqueued for dialing.
  • Dialing. The number is being dialed.
  • Completed. The call successfully connected. The far-end picked up and the call finished.
  • Not answered. Missed calls.
  • Invalid number. Invalid format; the phone number does not follow the E.164 international standard.
  • Failed. The dialer tried to call the record, but ringing was not initiated. 
  • Not dialed. The preview dialer didn’t attempt to call this number.
  • Do not call. The contact associated with the record is marked as “Do not call”=TRUE.
  • Skipped. The contact was skipped.

Note: Users with the Standard User profile will not be able to see call status updates. To do this, you must manually assign them PushTopic Read permissions.

using_dialer_4.png

In “After preview time expires”, if you select the "Dial contact" option and then click on Start dialing, you will see the registration details appear in your browser; a timer [7] for the start of the set action is also displayed. When the time is up, the number is dialed by default.

After the call attempt was made, you will see its new “Call status” on the list.

On the other hand, if you select "Skip to next contact", you will also see the registration details appear in your browser, and a timer for the start of the set action is displayed, but when it reaches the time limit, it passes to another contact by default.

Tip: In any of the settings, if you want to perform an action before the end of the set time, you can click on Make call or Skip to next [8].

salesforce_dialer_19.png

After all the records have been processed, the “Start dialing”, “Pause dialing”, and “Resume dialing” buttons are no longer visible.

Note: To start dialing the list of records, you first need to have your Callbar connected to your Salesforce account. If the selected option is “Dial contact”, at the end of the preview time and depending on the success of the call, the call status is updated to “Dialing” or “Failed”. When the call ends, the system updates the call status to “Completed” or “Not Answered”. Finally, when you press “Stop”, the dialing process stops, i.e. any ongoing call does not stop, but no more numbers will be dialed. Any record that has not been called has its call status updated to “Not Dialed”.

All Articles ""
Please sign in to submit a request.