The call lists that have been uploaded from the Lists tab or directly from the Settings Summary window will be displayed in the Dialing Session workspace.

The Dialing Session tab has the below sub-tabs.

• Dialable Prospects  – Displays only the list of dialable prospects i.e. prospects who are eligible for dialing. By default, the Dialable Prospects sub-tab will be displayed i.e. dialable records, will be displayed. From here, you can initiate a dialing session after connecting to Koncert Bridge.

• Non-Dialable Prospects – Displays the list of non-dialable prospects along with the reasons.  If you would like to know about any non-dialable records in the list, you can click the Non-Dialable Prospects tab. Refer to the section Non-Dialable Prospects.

The recently dialed count of prospects with the label Recently Dialed <count> will be displayed between the Dialable and Non-Dialable Prospects tab.

Settings Summary

Here, you can find the quick summary of Voicemail settings, List Settings (under the Lists tab), Dialer Settings, and Advanced settings. This helps you to have a quick view and configure settings before starting a session. The Settings Summary window will be displayed by default. If you want to hide the window from your view click on the Right Arrow icon and expand it again by clicking the Left Arrow icon. Refer to the article Settings Summary for detailed information.

Customize Your View

This button allows you to arrange the columns as you wish in your view on the Dialing Session tab, based on the record type. Refer to the article How do I move my fields/columns around in AIFD Dialing Session? for detailed information.

Join Audio

This button offers the following features for connecting the Koncert phone bridge.

• Phone Call – Dial-in feature that allows users to connect to the Koncert Phone Bridge by dialing a Phone Number (Dial) and entering the Access Code that is visible under the Phone Call tab.

• Call Me – Call Me is an exclusive feature within Koncert, which is used to connect to the Phone Bridge by having Koncert call your phone, instead of manually dialing in and entering the access code.

• Computer Audio – The Computer Audio feature allows you to dial into the Koncert Phone Bridge using your computer audio (browser-based audio) instead of manually dialing in and entering the access code (Phone Call) or by having Koncert call your phone (Call Me).

Refer to the article Join Audio for detailed information.

The following actions can be performed in the Dialing Session tab. Click on the links to navigate to the respective sections.

❖  View Your Stats

❖  Remove

❖  Do Not Call

❖  Do Not Call Until

❖  Remove from DNC

❖  Refresh List

❖  Reset List

❖  Filtering Options

 ⟐  Sort By

 ⟐  Filter By Time zones

 ⟐  Likely to Answer

 ⟐  Add Filter  

❖  View Canceled Calls

❖  Record Details

❖  Non-Dialable Prospects

View Your Stats

A View Your Stats link is available at the top of the Dialing Session tab. The user can view the Dialing metrics – Dials, Conversations, Positive Conversations, and Meetings for the day, by clicking it.

A tooltip with the message View your Dialing Stats for today will be visible when hovering over the View Your Stats link. 

Remove

1. Choose the prospects that you wish to remove from the current dialing session by clicking the checkbox to the left of the prospect. Then, click the Remove button.

2. A confirmation message below will be displayed. Click OK to remove contact(s) from the current session.

3. A success message will appear after the selected prospects have been removed successfully from the current session. These removed prospects will be instantly moved to the Non-Dialable Prospects tab.

Do Not Call

1. Choose the prospects that you wish to flag as Do Not Call by clicking the checkbox to the left of the prospect. Then click the Do Not Call button. Prospects marked as do not call are prevented from being dialed.

2. A confirmation message below is displayed. Click OK to mark the selected contact(s) as Do Not Call.

3. A success message will appear after the selected prospects have been marked as Do Not Call. Calls will not be initiated to the prospects that are marked as Do Not Call.

Do Not Call Until

1. Choose the prospect(s) that you do not wish to call until a certain date and click on the Do Not Call Until button.

2. A confirmation message below will be displayed. Select a future date to call the prospect(s) and click OK to mark the selected contact(s) as Do Not Call.

3. A success message will appear after the selected prospects have been marked as Do Not Call Until (future date to call the prospect(s). No calls will be initiated to the prospect(s) until the date selected.

The Do Not Call or Do Not Call Until marked prospects will be instantly moved to the Non-Dialable Prospects tab and the respective icons will be displayed to the left of the prospect(s), as shown below. 

Remove from DNC

1. To remove the prospects who have been marked as Do Not Call or Do Not Call Until , go to the Non Dialable Prospects tab.

2. Select the prospect by clicking the checkbox to the left of the prospect. Click the Do Not Call dropdown, and choose the option Remove from DNC.

3. A confirmation message below is displayed. Click Yes to remove the selected prospects from the Do Not Call status.

4. A success message will appear after the selected prospects have been removed from the Do Not Call status. The prospect will be removed from the Non-Dialable Prospects tab and moved to the Dialable Prospects tab.

Refresh List

The Refresh button instantly brings the latest report from the CRMs and Sales Engagement Platforms to update your call list, but any prospects already dialed will remain excluded from dialing.

Also, a tooltip will be displayed as shown below when hovering over the Refresh button.

Note: The Refresh button is applicable only for CRM and Sales Engagement Platforms Users. 

Reset List

The Reset button resets the dialing process and starts dialing from the beginning of the list when any changes have been made in the list.

Also, a tooltip will be displayed as shown below when hovering over the Reset button.

Filtering Options

• Sort By

The Sort By option allows the sorting of the records based on the available columns. By default, the records are sorted by Contact Name in Ascending Order.

You can modify the sorting criteria by clicking on the Contact Name field. Upon clicking it, the columns available in the Customize View » Manage Columns window are listed.

You can then select any desired column, and the Dialing Session screen will dynamically display the records based on your selected criterion.

Additionally,  the user can easily toggle the sorting order to Descending by clicking on the Upward Arrow . Once clicked, the Upward Arrow transforms into a Downward Arrow .

• Filter By Time zones

You can filter the records by selecting the Time zone or Prospect time you wish to dial. Defaults to the preference Time zone set by Koncert Support across all the orgs. The Admin can only view the selected preference in the Time zone Preference dropdown in the Administration » Company Setup tab, as the setting is grayed out. If needed, the Admin can reach out to Koncert Support. to change the time zone preference to Prospect Time.

• Timezone: Select the timezone based on which the prospects have to be filtered.

NOTE: It is mandatory to select at least one Timezone. If the user opts not to choose any time zones, the changes will not be applied, and the previously selected time zones will persist.

• Prospect Time zone: The prospects are listed based on specific timing requirements. Select the preferred timings from the Prospect Time dropdown. Defaults to 9 AM to 5 PM, indicating the prospects available during this time will only be listed. If needed, users can modify the period according to their preferences.

Additionally, to dial international records, select the International Timezone. In case you select the option International, the other time zones will be grayed out. In addition to this, an Info icon shows the list of countries enabled for international dialing when hovering over it.

• Likely to Answer

The filter Likely to Answer allows the users to filter and only view the connected numbers. The Dialing Session tab displays the connected records based on the timeframe selected by the Admin under the Administration » Company Setup » Dialers section » Likely to Answer option. 

The following are the timeframes available for selection:

• All Time
• By Last 30 Days
• By Last 45 Days
• By Last 90 Days

The default timeframe is set to All Time, indicating that the records connected within any time period will be displayed.  If needed, the admin can modify it.

For example, if your admin has selected the timeframe By Last 45 days, then records connected in the last 45 days only will be displayed upon selecting the Likely to Answer filter.

Additionally, a Likely to Answer icon is visible next to the phone numbers of available phone columns that have been connected.

A Clear icon is made available when the Likely to Answer filter is clicked. You can remove the filter applied at any time by clicking the Clear icon.

• Add Filter

The option Add Filter allows you to filter and dial the records based on your filter criteria, to dial only the necessary records.

Clicking on this button opens a dropdown listing the columns available in your organization.

You can choose a column by which the records are filtered, either by searching a value in the text box or selecting one or more columns from the dropdown list. Once selected, click anywhere on the screen, and the records matching the filter criteria will be listed and displayed.

You can add multiple filters. When more than one filter is added, the Boolean logic AND can be applied to query and display records based on the specified values. In the below screenshot, Koncert checks for Condition 1 (Filter 1 AND Filter 2), i.e., contacts with City equals Houston and Account Name containing Blue Stone. Only contacts that match Condition 1 will be displayed in the grid.

You can also edit the filters by clicking the filter that you wish to edit. Upon clicking, the respective column dropdown will be displayed. Make the necessary changes to list the records matching the updated filter criteria.

The Clear Filters link is available to users as soon as any filter option is selected. It enables users to remove all the filters and refresh the screen. To clear all selected values, simply click on the Clear Filters link. Also, to clear an individual filter, click on the Clear  icon associated with the respective filter.

View Canceled Calls

This feature will be enabled on a request basis. Applicable only for the AIPD dialer.

When multiple prospects are connected at the same time i.e. during the AIPD session, only the very first call that is connected with a prospect will be transferred to the sales rep/user. All the remaining calls will be considered as canceled calls and automatically marked with the disposition Talker busy - Unanswered call canceled. Also, some calls may be canceled by the AI when the user pauses the session during the AIPD session. Those canceled calls were not dialed again. 

The View Canceled Calls link stores the canceled calls. You can dial the canceled calls at any time whenever the list containing canceled calls is imported, upon clicking the link.

In addition to this, when the list is being dialed, the list of canceled calls will be made available, so that the user can continue the dialing session for the canceled calls along with the normal dialing session.

Please refer to the article Canceled Calls for a comprehensive walkthrough.

Record Details

Below you can find detailed information about the records.

• Columns – Account Name, Contact Name, Phone, and Title (example) – Here you will see the column you have chosen to be shown from the Customize Your View section.

The Dialing Session tab displays the first 7 standard (implicit) columns by default, whenever a call list is uploaded into the Dialing Session tab. 

If the users upload any Koncert Follow-up call lists from the Lists tab to the Dialing Session tab, the last two columns in the view will be dynamically replaced with the columns Subject and Due Date.

If needed, the user can customize the columns under the Customize View window.

Note: To select multiple prospects, you now click the checkbox of the first prospect, then Click shift and checkbox of the last prospect you wish to select in the Dialing Session tab. This action will automatically choose all prospects in between.

• Info  – Click to view the following information:

• • Total Contacts Uploaded – Total number of records imported from the list for dialing.

• • Total Dialable Contacts - Total number of records which are dialable.

• • Total Non-Dialable Contacts - Total number of records that are non-dialable.

• • Already Dialed Contacts  - Total number of records that are dialed already.

• • Do Not Call – Total number of Do Not Call records in the list.

• • Parking Lot – Total number of Parking Lot records in the list.

• • Removed from Dialing – Total number of records that were removed from the dialing session.

• • Invalid Timezone – Total number of records that have an invalid timezone in the list.

• CRM icon – Reports that are uploaded from the CRM/Sales Engagement platform will be displayed with the respective CRM icon, e.g. Salesforce . Click to open and view the prospect details directly from the CRM. If you are a non-CRM customer, this icon will not be displayed. Based on the settings configured under the Settings Summary, the default landing page of the respective CRM/Sales Engagement Platform will be opened either in the pop-up window or the New tab in the same browser.

• LinkedIn – Click to launch the prospect's LinkedIn profile to view additional information about the prospect. Based on the settings configured under the Settings Summary, the LinkedIn window will be opened either in the pop-up window or the New tab in the same browser.

The LinkedIn icon will be displayed for all prospects by default, regardless of whether they have a LinkedIn URL or not. If the LinkedIn URL for the prospects is synchronized from the CRM or uploaded via CSV, the LinkedIn Profile window will be directly opened. If no LinkedIn URL is synchronized, then the LinkedIn profile will be searched using the Contact name and Account Name of the prospect, and the suitable LinkedIn profiles will be listed on the Home page of the LinkedIn website. The user can change the search criteria and search the suitable profiles.

Non-Dialable Prospects

Here, you can view the list of non-dialable prospects along with the reasons.

The prospects who are under the non-dialable category are based on the following reasons.

• Prospects removed from the Remove from Session

• Prospects marked as DNC (Do Not Call)

• Prospects with Timezone Mismatch

• Prospects marked as Parking Lot

• Prospects with Invalid Phone Number

• Prospects with Missing Phone Number

• Prospects with Non-Dialable Numbers

Whenever the Call list is imported into the Dialing Session tab, Koncert checks whether the records can be dialed based on the above reasons and classifies accordingly.

Here, a Recently Dialed label along with the count is visible to indicate the number of the recently dialed prospects in the non-dialable list.

 – This icon will appear on records flagged as Do Not Call.  Refer to the Do Not Call section

 – This icon will appear on records flagged as Do Not Call Until. Refer to the Do Not Call section

 – This icon will appear on records that are Parked based on the Parking Lot settings configured under the Administration tab. Dialing will NOT be initiated for the Parked contacts.

Click to launch the Parking Lot - <prospect name> window to view the details of the prospect that has been parked.

You can remove the parked contact/prospect from the Parking Lot instantly by clicking the Remove from Parking Lot button.

A confirmation message below is displayed. Click Confirm to remove the prospect from the Parking Lot.

After successful removal, the message shown below will be displayed.

NOTE: The users can only delete parking lot prospects if the Admin has granted them permission in the Parking Lot tab.

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.