Release notes for version 18.206 of Connect - 2018-03-23
Date of release
Summary
Progressive Dialler automatically dials the next number in the order specified by the Supervisor
This functionality is in PILOT and requires a flag to be set in custom settings (DYNAMIC_PHONE_FIELDS)
Availability
ContactWorld for Sales Premium
Agent changes
The changes only apply when the agent is working on a Dial List that was created after the flag has been enabled.
After you recorded a disposition code that matches to progression mode NEXT_CALL, the dialler automatically dials the next number specified in priority order.
All numbers dialled are taken directly from the Salesforce record rather than from the dial entry. Blank and duplicate phone numbers are ignored.
To prevent Connect for making a next call set your Intended State. For example set the intended state to "Away".
Supervisor changes
When creating a Dial List you can specify the priority order of the phone numbers. When Pending Entries are created or refreshed all Salesforce records that match the Dial List criteria including those without phone numbers are included.
When agents work through the Dial List records with no phone numbers will be skipped automatically. They will be identified by Processed Dial Entries marked as skipped with no Agents assigned.
Salesforce administrator changes
To enable the feature add the flag DYNAMIC_PHONE_FIELDS in custom settings.
With this feature enabled there is no need to configure the Picklist dependency for the VCCConnect__DialList__c.VCCConnect__Type__c field.
Dependencies
Requires Contact World For Salesforce 18.205
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