In Connect you can create static or dynamic Dial Lists depending on the method you use to create the Dial List and whether the dynamic Dial Lists feature is enabled for your account.
Static and dynamic lists differ in the following ways:
| Dynamic Dial Lists | Static Dial Lists |
|---|---|
Connect creates no Dial Entries when the Dial List is created. 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. You can configure how many Dial Entries Connect creates. For information about configuring this number, see Configuring dynamic Dial Lists. | Connect creates Dial Entries when the Dial List is created. |
Any new data that matches the criteria in the filter automatically appears in the Dial 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:
You can configure how often Connect allocates new Dial Entries to Dial Lists. For information about configuring this interval, see Configuring dynamic Dial Lists. | New data that matches the criteria in the filter will not appear in the Dial List. |
| The Dial Entries are assigned to agents when they request their next call. | The calls are assigned to the agents when the Dial List is created. |
Because data in your Salesforce org is constantly changing, when you use static Dial Lists, the Dial Entries in the lists can become out of date. Using a dynamic Dial List ensures that the Dial List always contains the latest information. A change in the underlying Salesforce data, results in Connect updating the Dial List and any contained Dial Entries.
When you create a Dial List using a filter, if the dynamic Dial Lists feature is enabled for your account, the Dial List is dynamic. For information about creating a Dial List using a filter, see Creating Dial Lists from a filter.
Using any other method (from a view, report, or uploaded CSV file), or if the dynamic Dial Lists feature is not enabled for your account, the Dial List is static. 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 Creating a Dial List from a file upload.
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.