Pending Calls tab is where prospects added to a Cadence (assigned with a Call Touch) and Follow up calls (scheduled for dialing via Prospect View window » Actions » Task or Call) will be listed, to initiate a dialing session via any of the Koncert dialers that you have a license for.

Below you can find how to dial the pending & follow up calls:

Filter and dial the Pending Calls

1. In the Pending Calls tab, either you can dial all prospects at once or filter the prospects by a Cadence, Touch, and/or Calling mode (Agent Assisted Dialer/Flow Dialer/Click Dialer) and dial.

To dial all prospects

a.  Click on the Start Power Dialing button to start the dialing session for all the prospects listed.

NOTE: If the prospects in each touch are in different calling modes, you can still dial them all at once, by clicking the Start Power Dialing button.

Scenario 1 – With no Filter

If you do not choose a filter when clicking the Start Power Dialing button all prospects under the Pending Calls tab will move to the Koncert product that you used last - Agent Assisted Dialer or Flow Dialer. Once the prospects are loaded, you can change the product in the Koncert portal you would like to dial through, from the Dialer Mode dropdown.

Scenario 2 – With applied Filter

If you filter by a product, then when clicking the Start Power Dialing button only those prospects under the Pending Calls tab will move to the last Koncert product that you used.  Later, you can change the product in the Koncert portal you would like to dial through, from the Dialer Mode dropdown.

Filter and dial the prospects

a.  Select a Cadence from the Cadence dropdown and/or select a Touch from the Touch dropdown.

b.  To filter further, select a calling mode the prospects are assigned to dial.

c.  Now, click on the Start Power Dialing button to start the dialing session for the filtered prospects.

2. A confirmation message will be displayed as shown below. Click Proceed to move the prospects to the My Session tab or click the icon to cancel the process.

When clicking the Proceed button, the screen automatically redirects from Cadence to the My Session tab. The existing records (if any) in the ‘My Session’ tab will be removed and the new records from the Pending Calls tab will replace them. Click on the Start Session button and proceed with the dialing operations.

After clicking the Start Session button, the Before You Begin window pops up, where the Dialer Setup section will be ‘blank’/’unselected’ and have to be configured prior to dialing.

Filter and dial the Follow Up Calls

1. Choose a required filter from the Followup Calls section to list out the pending follow up calls. The available options are:

• • Followup Calls - Due – Click to view the follow up calls that are pending.

• • Followup Calls - Future – Click to view the follow up calls scheduled for future dates

• • Followup Calls - All – Click to view all the past, current, and future calls

2. Click on the Start Power Dialing button to start the dialing session for the filtered prospects.

3. A confirmation message will be displayed as shown below. Click Proceed to move the prospects to the My Session tab or click Cancel to cancel the process.

When clicking the Proceed button, the screen automatically redirects from Cadence to the My Session tab. The existing records (if any) in the ‘My Session’ tab will be removed and the new records from the Pending Calls tab will replace them. Click on the Start Session button and proceed with the dialing operations.

After clicking the Start Session button, the Before You Begin window pops up, where the Dialer Setup section will be ‘blank’/’unselected’ and have to be configured prior to dialing.

Dial Pending/Follow up Calls through Click Dialer

After filtering the prospects, you can dial the prospects individually through Click Dialer.

Below you can find how to dial prospect through Click Dialer:

1. Click on the Green Phone icon  next to the prospect (under the Action column) that you want to call.

2. The Prospect View window will pop up with the Click Dialer section, as shown below:

3. After the We Can Call You window pops up, enter your phone number and click Call me to have Koncert call you.

4. Once you have answered your phone, you will be connected to the conference bridge.

NOTE: If you do not want to use the Call Me feature, you can dial the number and enter the access code as shown in the Click Dialer popup window to dial into the Phone Bridge.

5. The Phone Status will turn Green circle as shown below.

6. Upon clicking the Dial  icon in the Actions section, Click Dialer places your call.

NOTE: If the respective prospect is assigned to a Cadence with ‘Call Touch’ and logged in the Pending Calls tab for execution, then the confirmation message below will be displayed when clicking the Dial  icon.

Click ‘Yes’ to mark the Call Touch as completed and to place the call through Click Dialer or click ‘No’ to cancel the process of dialing through Click Dialer.

Also, the calls made through Click Dialer will be accounted for and displayed in the Prospect View » Activities section and Reports » Call section.

7. When the call is completed, click on the Hang Up icon and select a call outcome from the Call Result dropdown.

8. Click the Save button to save the call outcome and to close the window.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.