Dial lists provide users with an efficient means to navigate through lists of records with reduced clicks. Dynamic dial lists consist of records pulled in from a Salesforce list view. Each dial list may contain records from a single object type, which includes the following: accounts, cases, contacts, leads, and opportunities.
Please note that dial lists are only available for Freedom CTI Users.
Creating a New Dynamic Dial List
Navigate to the ‘Dial List’ tab from the app launcher
Click ‘New Dial List’ and you will get this page:
Fill in the details for the dial list:
Dial List Name: A unique, recognisable name for the dial list. This is what is seen in the CTI when choosing a dial list and in the Dial Lists Home page listing (default: Dial List).
Description: optional
Audience: Shared or Personal
Shared Dial Lists can be shared with users or groups
Personal Dial Lists can only be accessed by your Natterbox user.
Please note: Personal Dial Lists are only available for Static Dial Lists.
Object: Account, Case, Contact, Lead or Opportunity
Please note: the object type that the dial list is going to reference must be selected permanently on first creation. Once the dial list is saved, it cannot be changed.
Related Object: This is only available for Cases (Contacts) and Opportunities (Accounts). This allows the dial list to find a phone number to call.
Phone Field: This is the first field that the dial list looks at when selecting a number to use to call a dial item.
Please note: we recommend ensuring each record added to the dial list has a phone field populated.Secondary Phone Field: This is the second field that the dial list looks at when selecting a number to use to call a dial item.
Order By: This is the field that the records will be ordered by.
Order Direction: Ascending or Descending (This is the direction the ‘Order By’ field will be ordered).
Active: This is checked by default. If unchecked, the dial list is removed from the CTI drop down list allowing it to be used. This is useful if, for example, a shared dial list needs to be edited and the administrator does not wish it to be used for a time. A user's CTI session must be refreshed to be displayed correctly if this is changed (default: Checked).
Allow Preview: If this is checked, the Preview button is displayed in the CTI alongside the Call button. Clicking the Preview button allocates the next item in the dial list to that user, and opens the corresponding record in their main Salesforce page. This enables the user to familiarise themself with who they are calling before clicking Call. However, even if this is checked, clicking Preview before click Call is optional (Default: Unchecked).
Allow Discard Preview: If this is checked, the Discard Preview button is displayed in the CTI alongside the Call and Preview buttons when a dial item has a state of Preview. If a dial item is allocated using the Preview button but a user then finds themself unable to make the call, this button allows the user to free up the dial item (putting it back into a state of Pending and placing it at the bottom of the dial list) to make it available to other target users using the queue (default: Unchecked).
Type: Dynamic (for how to set up a Static Dial List see this guide) > add link
Disable Dial List Reports: This is checked by default. If unchecked,
Disable Dial Item Audits: This is checked by default. If unchecked,
Max Active Dial Items: This numerical value specifies how many items the dial list pulls in from the list view to populate itself with and make available for dialing. As items are dialed and their state becomes complete, this frees up space for more items to be pulled into the dial list. The maximum value allowed is 500. Default: 50.
Account/Contact/Lead List Views: This drop down list comprises all Salesforce List Views available to be referenced by the dial list for the selected object type.
If this is changed in a dial list that is active, the current selection of dial items (taken from the old List View) is removed and replaced with the applicable items from the new List View.
Sync with List View: Checking this check box makes sure the items in the Dial List update dynamically as the List View changes. Unchecking it means that any changes made to the List View won't impact the Dial List, which can be useful if maintenance needs to be done on the List View and the Dial List shouldn't reflect this until finished. Default: Checked.
To view the current status of synchronization, see the SOQL Caching column in the dial list's listing on the Dial Lists Home page. The four possible options are:
Synced - this is displayed when the Sync with List View checkbox is checked and the Dial List is up to date with the List View.
Waiting - this is displayed if a change has been made to the List View and it is pending a synchronization.
Cached - this is displayed when the Sync with List View checkbox is not checked.
Cache Missing - indicates an issue with the Dial List fetching items from the List View.
When editing a saved dial list, a Resync Latest button is available whenever the SOQL Caching column is in any status other than Synced - this synchronizes the Dial List to the List View manually.
Maximum Dial Attempts: If a dial item is called but the call is unsuccessful (does not reach a state of completed) then the item is released back into the dial list to be called again with a state of retry until it has been attempted the number of iterations that are specified here, at which point the state of the dial item becomes unreachable and it becomes no longer available to call (default: 3).
Please note: If a Wrap Up code is applied to a call, it is set to a state of completion by default. To configure which dial item state should be applied in the event of each wrap up code, see Configuring Wrap-Up Codes for Retry.
Save!
Once a Dial List has been saved, it is added to the Dial Lists Home page from where it can be opened for viewing, and from there, have Administrators, Target Users, Target Groups and Dial Items added.
Configuring Wrap-Up Codes for Retries
Assign Completed, Retry or Unreachable to dial items by using wrap-up codes. Retry will put items back in the list but Completed and Unreachable will remove them.
Navigate to the Natterbox Call Center Configuration by searching in the app launcher
Choose the configuration that applies to the group of users that will be using the dial lists and click ‘Edit’.
In ‘Wrap-Up General’, make sure the “Enable Dial List Status Update’ is checked.
Then, scroll down the section ‘Wrap-Up Codes (Outbound)’.
Click ‘Edit’ next the wrap-up codes that need customising.
For example, for ‘Left voicemail’, you might want to set ‘Retry’ or for ‘No longer wanted to be contacted’ you might want to set ‘Unreachable
Then, click ‘Update’.
Make sure to select ‘Save’ at the top of the page.
Assigning Users or Groups to a Shared Static Dial List
Navigate to the Shared Static Dial List by clicking on the name of the dial list.
Click ‘Add Dial List Target User’ or ‘Add Dial List Target Group’.
For adding individual users:
Enter the name into the ‘Natterbox User’ box
Click ‘Save’ if you are adding 1 user or click ‘Save & New’ to add multiple users.
For adding groups of users:
Enter the name of the Natterbox Group into the ‘Group’ box.
Click ‘Save’ if you are adding 1 group or click ‘Save & New’ to add multiple groups.