Editing a Dial List

You can make various changes to a Dial List—you can activate the list, change the list's mode and filter settings, and so on.

In this page

To edit a Dial List, locate and open the Dial List in edit mode. You can modify the information in any of the editable fields. The following sections describe how to make changes for specific purposes.

When you have finished editing fields, click Save. The Dial List appears in read mode.

How do I activate a newly created Dial List to enable an agent to use it?

When you initially create a Dial List you must make some changes to enable an agent to use the list. The following changes are the most important:

  • Make the list active. Select the Active check box. An agent can only use a Dial List when it is active.
  • Set the mode that Connect uses when making calls—preview or automatic. By default, the mode is set to preview. Click the desired mode in the Mode list. For more information about dialing modes, see Dialing modes.
  • Add any information that will help an agent making the calls, such as the purpose of the Dial List, images, and links to product documentation. Type additional information in the Description field. This information appears along with the customer record.

How do I edit filters used to select customers?

To change the filters used to select customers, modify the information in the Filter and Ordering section.

When editing an individual Dial List that was created using the Multiple Lists feature, Owner ID appears as a filter field in the Filter By Fields section. You must not edit or remove this field unless you explicitly want to remove the Owner ID filter for the list.

If you created the Dial List using the Multiple Lists feature in a version of ContactWorld prior to 17.114, Owner ID appears as a filter field in the Filter By Fields section with no value. To save the Dial List you must select the correct value for Owner ID, unless you explicitly want to remove the Owner ID filter for the list.

If you want to update the filters for all individual Dial Lists created using the Multiple Lists feature, depending on the number of Dial Lists, your best option might be to delete the lists and start again. For information about creating multiple individual Dial Lists, see Creating multiple individual Dial Lists for agents.

If you are creating a Dial List of Campaign Member type, see Creating a Dial List of Campaign Member type.

  • In the Filter By Fields section, you must define at least one filter that is used to select customers.

    You can filter by fields on the object you're using to create the Dial List and on related objects. The steps here describe using fields on the object being used to create the Dial List. For information about using related objects in filtering Dial Lists, see Using related object types in filtering and ordering Dial Lists.

    • In the first field, select the customer detail used for the first filter—the available details include fields on the object you're using to create the Dial List.
    • In the second field, select the comparison operator used.
    • In the third field, type the value to which the customer value is compared.

If you want to include additional filters, click More Fields. Another row of fields appears. Repeat this step for all filters you want to define. You can add up to 20 filters but best practice is to keep the number of filters to a minimum.

  • Optional. In the Filter Logic section, you can override the filter logic used.
    Filter Logic
    The default logic operator is AND—the filters you define in the Create New Filter section are joined. To override the default logic, refer to the filters by their numbers, for example, ((1 AND 3) OR (2 AND 5)) OR (4 AND 2).

    The NOT operator is not supported.

    If you want to filter customer detail records by date—for example, the date the records were created, birth date of customers, date of last contact with customers—you must specify the date as an exact date or using a date literal. For further information about specifying dates, see Date Formats and Date Literals in Salesforce help.

    Using the following example:

    Filter 1Last Name equals Jones
    Filter 2Last Activity less than 2014-06-19
    Filter 3Department equals Sales

    the default filter logic returns customers whose details match all of the criteria.

    A filter logic of '((1 OR 2) AND 3)' returns the following customers:

    Customers whose last name is Jones OR whose record was last modified before 19th June 2014
    AND
    who are in the Sales department

  • Optional. In the Order By Fields section, define the order in which you want filter results to appear in the Dial List.

    You can order by fields on the object you're using to create the Dial List and on related objects. The steps here describe using fields on the object being used to create the Dial List. For information about using related objects in ordering Dial Lists, see Using related object types in filtering and ordering Dial Lists

    • In the first field, select the customer detail used for the first sort option—the available details include fields on the object you're using to create the Dial List.
    • In the second field, select the sort order.
    • In the third field, select whether empty values should appear first or last in the Dial List.
    If you want to define additional sort options, click More Fields. Another row of fields appears. Repeat this step for all sort orders you want to define.
    Order By Fields

    You can filter by fields on the object you're using to create the Dial List and on related objects. The steps here describe using fields on the object being used to create the Dial List. For information about using related objects in filtering Dial Lists, see Using related object types in filtering and ordering Dial Lists.

If you cannot see the Filter and Ordering section, you may be using an edit page that doesn't include the section. To use the edit page with the Filter and Ordering section, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type Objects.
  3. In the filtered list of items, click either Objects or Object Manager, depending on whether you are using Salesforce Classic or Salesforce Lightning Experience respectively.
  4. Locate and open your Dial List object.
  5. Click Buttons, Links, and Actions either at the top of the object or on the left-hand side.
  6. Locate and click to edit the Edit button.
  7. Alongside Override With, click No Override (use default).
  8. Click Save.

You cannot edit filters and custom fields at the same time. For more information, see How do I edit custom fields on a Dial List?.

How do I edit the phone numbers that Connect dials and the order in which Connect dials them?

To change the phone numbers that Connect dials and the order in which Connect dials them, modify the information in the Select phone number fields section.

In the Select phone number fields section, define at least one phone field for Connect to use when agents dial customers.
Select phone numbers

After you select one phone field, select additional fields until you have selected all of the phone fields that you want Connect to dial for the record type. Standard fax phone fields are excluded.

Connect will dial the fields in the order you provide. To the left of each selection is a number indicating the priority of the phone field.

To remove a phone field, deselect it.

You may only chose each phone field once.

How do I set the priority of a Dial List? 

Depending on your Dial List page layout and if the cross-list prioritization feature is enabled for your account, you can change the priority of a Dial List. For information about prioritizing Dial Lists, see Cross-list prioritization.

To change the priority, modify the value in the Priority field:

FieldDescription
Priority

The priority of the Dial List. Provide a value from 0 to 999. The lower the value, the greater the priority of the list. Lists with no value have the lowest priority.

Priority is a custom field. You cannot edit filters and custom fields at the same time. For information about making the Priority field available for editing on a Dial List record, see How do I edit custom fields on a Dial List?. Alternatively add the field to a view and edit the value from there.

How do I set the permissible call times for a Dial List? 

Depending on your Dial List page layout and if the permissible call times feature is enabled for your account, you can change the permissible call times for a Dial List. For information about permissible call times, see Permissible call times for Dial Lists.

Provide values in the following fields to specify permissible call times:

FieldDescription

Time Zone

The time zone which both Start Time and End Time are expressed in.

Start Time

The start of the Dial List's permissible call time, that is, the time from which the Dial List is active. Type the start time in Coordinated Universal Time (UTC).
If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.

End Time

The end of the Dial List's permissible call time, that is, the time at which the Dial List is no longer active. Type the end time in Coordinated Universal Time (UTC).
If both Start Time and End Time are 00:00, when the Dial List is activated the list is always active.

You cannot edit filters and custom fields at the same time. For more information, see How do I edit custom fields on a Dial List?.

How do I edit custom fields on a Dial List?

The default edit page for a Dial List enables you to modify filters and sort order for lists. This page does not use the standard Salesforce page layout and does not contain any custom fields you might have added to your Dial List object. If you need to edit a custom field, override the default edit page with the standard Salesforce.com page.

To use the standard Salesforce.com page with custom fields, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type Objects.
  3. In the filtered list of items, click either Objects or Object Manager, depending on whether you are using Salesforce Classic or Salesforce Lightning Experience respectively.
  4. Locate and open your Dial List object.
  5. Click Buttons, Links, and Actions either at the top of the object or on the left-hand side.
  6. Locate and click to edit the Edit button.
  7. Alongside Override With, click Standard Salesforce.com Page.
  8. Click Save.

You cannot edit filters and custom fields at the same time. For information about editing filters, see How do I edit filters used to select customers?.

How do I assign agents to Dial Lists?

To assign users to a Dial List, you must have the list open in read mode, not edit mode.

You must have at least one agent assigned to a list for the list to be usable. Depending on which type of Dial List you created, Connect may have assigned one or more agents at the time of creation. To enable a specific agent to use a Dial List, you must assign that agent to the list.

To assign agents to Dial List, perform the following steps:

  1. Locate and open the Dial List in read mode if not already open. Click Assign UsersPick Agents appears.
  2. Select the agents you want to assign to the Dial List in the All Agents list and click >>> to add the agents to the Assigned list.
  3. Click Save. Connect will assign a call to one of the assigned agents when that agent requests their next call. Depending on the type of the Dial List, the agent may need to be the owner of the record to which the call relates.

You can also unassign agents from a Dial List. You might want to unassign an agent if the agent is on leave, changes role or leaves the company, for example, and is therefore unavailable to make calls associated with this Dial List. To unassign an agent, perform the same steps as in assigning agents, but in Pick Agents select the agents you want to unassign from the list in the Assigned list and click <<< to move the agent back to the All Agents list.

How do I configure how often Connect updates dynamic Dial Lists and how many calls Connect creates?

When a supervisor creates a Dial List using a filter, Connect does not create all the call records. Connect creates just a few call records when required and updates the lists on a configurable schedule. Creating entries in this way saves processing time and avoids Dial List data becoming stale. For more information about how Connect updates Dial Lists, see Dynamic Dial Lists.

This configuration applies only to dynamic Dial Lists created from a filter. To update Dial Lists created from a report, you must create a report subscription. For more information about Dials Lists created from a report, see Creating a Dial List from a report.

You can configure the number of call records that Connect creates and how often Connect updates the Dial List.

You might want to change the cache settings for high priority lists that you'd like to update more frequently, or for lower priority lists, updating them less frequently, to improve the performance of the system.

The default cache settings are configured in custom settings. For information about setting the default cache settings, see Configuring dynamic Dial Lists.

To override the default cache settings, provide the required values in the following fields:

FieldDescription
Cache size

The maximum number of call records that Connect adds to a Dial List after updating the Dial List or when an agent requires more call records.

Cache expire time (s)

The interval between Dial List updates in seconds. When this time is exceeded, Connect schedules a job to update the Dial List in the background.

Max cache expire time (s)

The longest time, in seconds, that a Dial List can go without Connect updating it. When this time is exceeded, Connect updates the Dial List immediately.

An agent waiting for their next call might experience a slight delay while Connect updates the list.

Dial List cache settings