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.

• Recently Dialed – Displays the list of recently dialed prospect in the list. Refer to the section Recently Dialed.

• Callbacks –  Displays the list of Callbacks and settings required for callbacks notification. Refer to the Article Callbacks.

• Hidden By Filters – This tab will be available only if any filter (s) is applied in the grid. Refer to the section Hidden By Filters.

• Canceled Calls – Displays the list of canceled calls. Refer to the Article Canceled Calls.

Settings Summary

Here, you can view a quick summary of Voicemail settings, List Settings (under the Lists tab), Dialer Settings, AAD Settings and Advanced settings. This allows you to easily review and configure settings before starting a session. The Settings Summary window is displayed by default. To hide it, click the Right Arrow icon , and to expand it again, click the Left Arrow icon . For more detailed information, refer to the article Settings Summary

Customize Your View

This icon lets you organize the columns in the Dialing Session tab according to your preferences, based on the record type. For detailed instructions, refer to the article How do I move my fields/columns around in Dialing Session?

Join Audio

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

• Phone Call – A dial-in option that lets users connect to the Koncert Phone Bridge by dialing a phone number and entering the access code, which is displayed under the Phone Call tab.

• Call Me – Call Me is an exclusive Koncert feature that lets Koncert call your phone to connect you to the Phone Bridge, bypassing the need to dial in and input 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.

❖  List Metrics

❖  View Your Stats

❖  Remove

❖  Do Not Call

❖  Do Not Call Until

❖  Remove from DNC

❖  Refresh List

❖  Reset List

❖  Skip prospect(s) 

❖  Filtering Options

 ⟐  Sort By

 ⟐  Filter By Time zones

 ⟐  Likely to Answer

 ⟐  Add Filter

❖  View Canceled Calls

❖  Record Details

❖  Recently Dialed

❖  Non-Dialable Prospects

List Metrics

You can view the List name that is uploaded for dialing. An Info  icon which displays the following information upon clicking.

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

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

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

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

• 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.

• Non-Dialable - filtered out  timezones – Total number of records that have an invalid timezone in the list.

• In addition to the above information, you can also view the specific count of phone numbers across US timezones (EST, PST, MST, and CST) under each phone type selected in the Settings Summary window. The count of toll-free numbers, irrespective of timezones is also displayed.

Timestamp of Refresh

A timestamp is displayed on the Callbacks tab to indicate the last time the data was refreshed. This ensures that you are always working with the latest information.

Today's Stats

A Today's 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. 

IMPORTANT NOTE:

• The buttons Remove, Do Not Call, and DNC Until will be visible in the Dialing Session tab only after one or more prospects are selected.

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

Remove

1. To remove prospects from the current dialing session, select the checkbox next to the prospect's name. Then, click the Remove button. 

2. A confirmation message will appear. Click OK to proceed with removing the selected contact(s) from the session.

3. Once the prospects are successfully removed, a success message will appear. The removed prospects will be instantly moved to the Non-Dialable Prospects tab.

Flagging Prospects as Do Not Call

1. To flag prospects as Do Not Call, select the checkbox next to the prospect's name, then click the Do Not Call button. Prospects marked as Do Not Call will be prevented from being dialed.

2. A confirmation message will appear. Click OK to mark the selected contact(s) as Do Not Call.

3. A success message will display once the prospects have been marked. Calls will not be initiated to prospects flagged as Do Not Call.

Do Not Call Until

1. To select prospects that you wish to delay contacting until a specific date, choose the prospect(s) and click the Do Not Call Until button.

2. A  confirmation message will appear. Select a future date to call the prospect(s) and click OK to mark them as Do Not Call Until.

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

Both Do Not Call and Do Not Call Until  flagged prospects will be immediately moved to the Non-Dialable Prospects tab, with the respective icons displayed next to the prospect(s).

Remove from DNC

1. To remove prospects that have been marked as Do Not Call or Do Not Call Until , follow these steps:

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 allows you to quickly retrieve the latest updates from CRMs and Sales Engagement Platforms to refresh your call list. However, any prospects already dialed will remain excluded from future dialing.

A tooltip will appear when you hover over the Refresh button, providing additional information.

NOTE: The Refresh button is only available for users utilizing CRM and Sales Engagement Platforms.

When the list is refreshed by clicking the Refresh button before a session begins, and the VM toggle is on, the following prompt appears:

• Yes – The list will be refreshed with the VM toggle in the ON position.

• No – The list will be refreshed with the VM toggle in the OFF position.

Reset List

The Reset button restarts the dialing process, starting from the first row of the list when any changes are made.

When hovering over the Reset button, a tooltip will show up with more details.

Upon clicking the Reset button, a confirmation pop-up will appear to notify users about the consequences of resetting their list. The following information will be displayed:

• This will reset your list to row 1. – This means the list will return to the first row after resetting.

• Once the reset is done, you cannot resume from where you left off. –  Alerts that the process cannot be continued from the previous point after resetting.

• Clicking the Reset button will remove the prospects from the canceled calls. – Clarifies that prospects in the canceled call list will be removed.

Click Confirm to confirm the reset process.

After resetting the list, the following prompt appears if the VM toggle is on:

• Yes – The list will be reset with the VM toggle in the ON position.

• No – The list will be reset with the VM toggle in the OFF position.

Skip a Step

The Skip a Step button is available only for lists imported from Sales Engagement Platforms. Clicking this button allows you to manually skip the current step in a Sequence/Cadence for selected prospects. The skip only applies to prospects in pending calls or a Sequence/Cadence, not for Manual Calls.

This button appears after importing the list(s). Select the prospects and click the Skip a Step to skip the current step (touch).

A confirmation prompt will appear, asking you to confirm the action:

If you click Yes, the selected prospects will skip the current touch and move to the Non-Dialable Prospects tab, marked with a Skip icon.

After refreshing or resetting the list, skipped prospects will reappear in the Dialable Prospects tab if they have further touches in the Sequence/Cadence. If no subsequent touches remain, they will exit the Sequence/Cadence.

If both pending and manual call prospects are selected, the following alert will appear:

Upon clicking Yes, only the pending call prospects will be skipped, while the manual call prospects will stay in the Dialable Prospects tab

The Skip feature is available in the Dialable Prospects, Recently Dialed, and Non-Dialable Prospects tabs.

Two additional settings are available in the Settings Summary » Advanced section, allowing further customization of the Skip a Step feature.

• Skip to next touch for Empty Phone Numbers: This setting determines how prospects without phone numbers are handled within a sequence or cadence.

• Without this setting enabled: Prospects with missing phone numbers remain in the Non-Dialable Prospects tab and do not advance to the next step in the sequence.

• With this setting enabled: Prospects with missing or invalid phone numbers are automatically moved to the next step in the sequence whenever the list is refreshed, reset, or re-imported. This bypasses the phone contact stage, allowing the engagement process to continue without interruption.

• Manual intervention required: Prospects will stay in the Non-Dialable Prospects tab until their phone numbers are manually updated or validated, ensuring they can be contacted appropriately at a later stage.

• Skip to next touch for DNC/Parking lot Phone Numbers or AI learnt Invalid Phone Numbers: This setting addresses how to handle prospects whose phone numbers are marked as Do Not Contact (DNC), placed in a Parking Lot, or identified as invalid by AI.

• Without this setting enabled: Prospects with phone numbers marked as DNC, Parking Lot, or AI-learned invalid remain in the Non-Dialable Prospects tab, preventing further attempts to contact them within the sequence.

• With this setting enabled: These prospects are automatically advanced to the next step in the sequence upon list refresh, reset, or re-import. Steps requiring phone contact are skipped, allowing the sequence to continue seamlessly despite the contact restriction.

• Manual intervention required: Prospects will remain in the Non-Dialable Prospects tab until they are manually removed or resolved, ensuring compliance and providing opportunities to update or requalify their contact information later.

Filtering Options

• Sort By

The Sort By option lets you arrange records based on the available columns. By default, records are sorted by Contact Name in ascending order.

You can modify the sorting criteria by clicking on the Contact Name field, which opens the Customize View > Manage Columns window. You can then select the desired column, and the Dialing Session screen will update to reflect your choice. You can toggle between ascending and descending order by clicking the up or down arrows next to the column.

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 for the prospects you want to filter.

  Note: You must select at least one timezone. If you don't, the previously selected timezones will remain in effect.

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.

For international dialing, select International Timezone. If you do so, other timezones will be grayed out, and hovering over the Info icon will show a list of countries enabled for international dialing.

• Likely to Answer

The Likely to Answer filter allows you to view only connected numbers (Hot Prospects) or non-connected numbers (Cold Prospects).

Yes: Filters and displays only the connected numbers (Hot Prospects)

No: Filters and displays only the non-connected numbers (Cold Prospects)

This filter uses the timeframe set by the admin under Administration > Company Setup > Dialers > Likely to Answer. Timeframe options include:

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 All Time, showing all connected records regardless of the date.

Once applied, the filter displays an icon indicating the status of the phone numbers. You can clear the filter anytime by clicking the Clear icon.

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. if you wish to select all the available records based on the search criteria, you can click the Select All option.

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.

You can Edit or Delete a filter by clicking the respective icon next to each filter. Additionally, you can clear all applied filters by clicking the Clear icon next to the Filtered by <count> fields label.

Hidden by Filters

The Hidden by Filters tab will be available only if any filter (s) is applied in the grid. This tab displays records that are excluded from the current filtered view. This allows users to track which contacts are hidden based on the applied filters.

Canceled Calls tab

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 Canceled Calls tab stores and displays the canceled calls. You can dial the canceled calls at any time, 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. Each record displays the following columns: Account Name, Contact Name, Phone, and Title (example). The first 7 columns are shown by default when a call list is uploaded to 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.

For follow-up call lists, the Subject and Due Date columns replace the last two columns.

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

• 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.

• Activity History -  If Show Activity History is enabled in the Settings Summary, an Activity History icon will appear under the Contact Name and Account Name columns. Clicking it shows the top 5 activities for the respective prospect or account.

Recently Dialed

The Recently Dialed tab shows prospects recently dialed, including the dialed status, contact name, account name, phone number, and the call outcome. This section highlights rows in grey for prospects with ongoing conversations.

Also, users can only dial those prospects instantly through Click Dialer after connecting to the phone bridge. 

The row will be highlighted in a grey color to indicate a conversation with those prospects.

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

These prospects will not be dialed, but they can be viewed for reference. Specific icons indicate whether a prospect is marked as DNC, DNC Until, or Parking Lot, along with detailed tooltips showing more information about the DNC status, such as who marked the prospect and the DNC date.

 – 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 Until section.

NOTE: Detailed tooltip when you hover over the DNC icon or DNC until icon.

DNC marked by: Displays whether the prospect was marked as DNC by a user or through automated workflow.

DNC set On: Shows the exact date when the prospect was marked as DNC.

DNC Until Date: Indicates the date until when the prospect will remain in the DNC state.

DNC Outcome: Displays the outcome based on which the prospect was automatically moved to DNC and applicable for prospects marked as DNC through an automated workflow.

Prospect dialed by: Name of the user.

 – 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. Refer to the article How can a user delete parked records? to remove record(s) from parking lot.

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.