20.1.1. Static Dial Lists

Dial lists provide users with an efficient means to navigate through lists of records with reduced clicks. Static dial lists consist of records that are manually added by dial list administrators. 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 Static 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:
1. 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).
2. Description: optional
3. Audience: Shared or Personal
  1. Shared Dial Lists can be shared with users or groups
  2. Personal Dial Lists can only be accessed by your Natterbox user.
    Please note: Personal Dial Lists are only available for Static Dial Lists.
4. 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.
5. Related Object: This is only available for Cases (Contacts) and Opportunities (Accounts). This allows the dial list to find a phone number to call.
6. 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.
7. 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.
8. Order By: This is the field that the records will be ordered by.
9. Order Direction: Ascending or Descending (This is the direction the ‘Order By’ field will be ordered).
10. 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).
11. 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).
12. 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).
13. Type: Static (for how to set up a Dynamic Dial List see this guide) > add link
14. 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.
15. Attempts Timeout (minutes): if a call is unsuccessful and the Maximum Dial Attempts puts the state of the dial item as retry, this option stops another attempt being made for the next 20 minutes or however configured (default: 20).
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)’.
1. Click ‘Edit’ next the wrap-up codes that need customising.
2. 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
3. Then, click ‘Update’.
4. Make sure to select ‘Save’ at the top of the page.

Adding Dial Items to a New Static Dial List

Before being able to add dial list items to the dial list you will need to add a new button to the list view.

Adding the Dial List Button to List Views

This is the same for each record but we have worked through the lead object:

Head to Salesforce Setup
Navigate to Object Manager > Leads > ‘Buttons, Links, and Actions’
Click ‘New Button or Link’.
Populate the New Button or Link page as follows:
1. Label - Add to Dial List
2. Name - Add_to_Dial_List (auto-populates when Label is populated)
3. Display Type - List Button (Display Checkboxes checkbox is checked as a default)
4. Behaviour - Display in existing window with sidebar (default)
5. Content Source - Visualforce PageContent - addleadtodiallist [addleadtodiallist] (default) (this option is added on installation of the app)
6. Click the Save button.
Now navigate to ‘List View Button Layout’ (still in Object Manager > Leads)
Edit List View
In the section ‘Custom Buttons’, move ‘Add to Dial List’ from Available to Selected.
Click the Save button.

Adding New Dial Items

You can click ‘Add Dial Items’ from two different places:
1. From the Dial List page, click ‘Add Dial Items’ next to ‘Edit’ and ‘Del’.
2. Click into the Dial List by clicking on its name and then find ‘Dial Items In Progress’ . Click ‘Add Dial Items’.
This will open a list view for the object type you have selected for the dial list.
Check the boxes next to the records you want to add to the dial list.
Then select ‘Add to Dial List’ (sometimes the button can be found by clicking the down arrow on the buttons).
This will open a screen where you can confirm the dial list you are adding the records to and the records you are adding.
Please note: the only dial lists will appear in that list are ones that are configured for that object type.
1. Click ‘Add to List’.
2. This will now be visible in the ‘Dial List In Progress’ section and listed as State = Pending.

More dial items can be added at any time, they might take some time to sync with the list.

If you created a Personal Static Dial List, you are ready to use the dial list now. If you created a Shared Static Dial List, please follow the steps in the next section to assigned users (or groups).

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’.
1. For adding individual users:
  1. Enter the name into the ‘Natterbox User’ box
  2. Click ‘Save’ if you are adding 1 user or click ‘Save & New’ to add multiple users.
2. For adding groups of users:
  1. Enter the name of the Natterbox Group into the ‘Group’ box.
  2. Click ‘Save’ if you are adding 1 group or click ‘Save & New’ to add multiple groups.