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.
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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.
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