Dynamic Dial Lists

Data in your Salesforce org is constantly changing. In versions of Connect prior to version 3.5.0, when a supervisor created a Dial List, Connect created Dial Entries according to the Dial List's configuration. On creating these Dial Entries, Connect assigned each one to the agents who the supervisor had assigned to the Dial List. When the underlying Salesforce data changed in the background, the Dial List would no longer reflect that data. The Dial Entries would not represent the calls the agents needed to make.

Further information

For example, if a supervisor configured a Dial List to contain Dial Entries corresponding to contacts living in the UK, sorted by last name. The Dial List would become unrepresentative under the following conditions:

A new contact record is created. The contact lives in the UK. The Dial List is now missing a Dial Entry.
An existing contact record is updated. The contact no longer lives in the UK. The Dial List now contains an obsolete Dial Entry corresponding to the contact record.
An existing contact record is updated. The contact has changed their surname. The position (sort order) of the Dial Entry, corresponding to the contact, in the Dial List is now incorrect.

To keep the Dial Lists up to date, Connect recreated all of the Dial Entries in the list. Connect would recreate the Dial Entries when a supervisor refreshed the list manually, or on a schedule or automatically after a specific event.

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.

From version 3.5.0 and if enabled for your account, Connect processes Dial Lists differently:

Connect no longer creates the Dial Entries when the supervisor creates a Dial List. When the first agent assigned to the Dial List requests details for a call, Connect creates a small number of Dial Entries. By default, this number is 20. Not creating all the Dial Entries up front limits the amount of data that can become stale.
Connect updates the Dial List while an agent or agents are using the list. Connect updates each list after a short period of time, or when an agent runs out of Dial Entries in that list to call. By default, the interval between updates is every five minutes. Connect performs the following tasks when updating a Dial List:
- Removal of stale entries
- Update of modified entries
- Adding of new entries so that a total of 20, by default, outstanding Dial Entries are available for agents to call
Connect no longer assigns agents to Dial Entries when the supervisor creates the Dial List. Instead Connect assigns the next Dial Entry to an agent when that agent requests details for their next call.

When the agent sees "No more calls"

When an agent runs out of Dial Entries to call, "No more calls" appears in Connect. If Salesforce data has changed in the background, for example if new records are added or the agent is assigned to a new list, Connect may have created new Dial Entries for the agent. The agent's new records appear either when the agent clicks Stop followed by Start in Connect, or when they refresh their browser window.

You can configure how often Connect allocates new Dial Entries to Dial Lists and how many Dial Entries Connect creates. For information about configuring these parameters, see Configuring dynamic Dial Lists.

These changes apply to Dial Lists created using the Create New Dial List page. For information about creating Dial Lists using the Create New Dial List page, see Creating a Dial List.

Dial Lists created from a view, report, or uploaded CSV file work in the same way as in previous versions. Connect creates all Dial Entries when the supervisor creates the Dial List, and assigns agents to these Dial Entries. These Dial Lists are static, and Connect does not allocate new Dial Entries to them. For information about creating a Dial List from a view, report or CSV file, see Creating a Dial List from a view, Creating a Dial List from a report and Uploading a Dial List.

Dial List limits

Dial Lists have the following limits:

The limit for completed or skipped Dial Entries in one Dial List is 49,000.
The number of Dial Entries in a Dial List impacts the time taken to allocate new Dial Entries to a Dial List. We therefore recommend that you keep the number of processed Dial Entries in a Dial List well below this limit.
If an org has more than 100,000 Dial Entries, a single Dial List cannot have more than 30% (30,000).

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.