20.1. Introduction Dial Lists

• Dial lists are when Salesforce records (accounts/cases/contacts/leads/opportunities) are gathered into a listview and pushed to the CTI to increase agent efficiency.
• Dial lists can be personal or shared.
• All users that create, administer or use Dial List functionality must have a CTI license.
• For how to setup and manage a dial list please see the rest of the chapter. 

Video tutorial

Here is a video on how to use the dynamic dial lists:

The Dial Lists tab enables Accounts/Contacts/Leads to be gathered into a single list and that list dialed progressively by one or more users. Personal and Shared dial lists can be created, to be utilized by just their owner (personal) or target users and groups (shared) within the CTI.

The Dial Lists Tab

• Select the Dial Lists tab.
  

This opens the Dial Lists Home page, which is populated by dial lists already configured by the current user or to which they have been added as an administrator by another user.

Search Tools

• Number of Entries Shown - select from the drop down list to Show 10, 25, 50, 100 or All entries on a page at a time.
• Filtering the Results - enter characters or numbers into the Search field to automatically reduce the results shown to include only those that include the entered text. This searches all the available fields and filters accordingly. Wildcards do not work in this field.
• Sorting by Column- click on any of the arrows displayed in the column headings to sort by that column:
  • If an arrow is double headed and gray, clicking on it orders it by default from 'top to bottom' - in alphabetical order, and turns that arrow blue. All other arrows return to gray.
  • If an arrow is single headed and blue, clicking on it reverses the current order. The direction of the arrow indicates whether it is in 'top to bottom' order (as is the default) by pointing up, or in reverse by pointing down.
• Pages - using the Previous, Next and Page Number link pages, the results can be navigated through.