A single Dial List contains one or more calls that are assigned to one or more agents. You can create a Dial List in which Connect assigns calls on a first-come, first-served basis; assigned agents might not own the Salesforce records (contact, account, lead, and so on) to which the calls relate. Alternatively—if enabled for your account—you can create a single Dial List in which Connect assigns calls to agents who own the records to which the calls relate. For information about creating a Dial List in which calls are assigned to the agents that own the records that the calls represent, see Creating a single Dial List (record ownership).
Dial Lists created using a filter are either static or dynamic. For information about dynamic Dial Lists, see Dynamic Dial Lists.
To create a single Dial List in which Connect assigns calls on a first-come, first-served basis, perform the following steps:
Open a Create New Dial List page. You can open a new Create New Dial List page in the following ways:
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. |
| Create | To create a single Dial List in which calls are assigned to agents on a first-come, first-serve basis, click . For information about creating alternative types of Dial Lists, see Creating Dial Lists from a filter. |
| The following fields are only available if the features are enabled for your account. |
For information about permissible call times, see Permissible call times for Dial Lists.
For information about cross-list prioritization, see Cross-list prioritization.
Click Next. The next page appears.
Define the filtering and ordering settings for your Dial List.
Click Generate List.
Your new Dial List appears.