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.

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.

❖  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.

• • 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.

• • 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.

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.

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. 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.

The below alert appears when a list is refreshed by clicking the Refresh button before starting a session, provided the VM Toggle is on.

• 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 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.

A confirmation pop-up will be displayed upon clicking the Reset button, ensuring users know the consequences of resetting their list.

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

• Once the reset is done, you cannot resume from where you left off. – Alerts users that they cannot continue from the previous position after the reset.

• 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.

Upon confirmation, the below alert appears when the list is reset by clicking the Reset button before starting a session, provided 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 prospect(s)

The button Skip Prospect(s) is available only for lists imported from Sales Engagement Platforms. You can click to manually skip the current step in a Sequence/Cadence for selected prospects. The skip will work only for prospects in pending calls or a Sequence or Cadence and does not apply to prospects in Manual Calls.

The button will be visible only after importing the list(s). Select the prospects and click the Skip Prospect(s) button.

The alert prompts the user to confirm the action.

Upon clicking Yes, the current touch for the selected prospects will be skipped, and they will be moved to the Non-Dialable Prospects tab, marked with a Skip icon.

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

If both pending and manual call prospects are selected, the below alert will be displayed.

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

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

Two additional settings have been introduced in the Settings Summary » Advanced section window to further customize the Skip feature:

• Skip to next touch for Empty Phone Numbers: Prospects without phone numbers (imported with no number) are typically moved to the Non-Dialable Prospects tab. With this setting enabled, these prospects will advance to the next touch in the Sequence/Cadence whenever the list is refreshed, reset, or re-imported and will remain in the Non-Dialable Prospects tab until manually making the numbers valid.

• Skip to next touch for DNC/Parking lot Phone Numbers or AI learnt Invalid Phone Numbers: Enabling this option will move prospects marked with DNC (Do Not Contact), DNC Until, Parking Lot, or AI-learnt invalid numbers to the next step in the Sequence/Cadence whenever the list is refreshed, reset, or re-imported. These prospects will remain in the Non-Dialable Prospects tab until manually removed.

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. 

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

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. 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.

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, 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.

• 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 you have enabled the Show Activity History checkbox in the Settings Summary window, a Activity History icon will appear under the Contact Name and Account Name columns in front of the respective prospect name and account name.

  Click the Activity History under the Contact Name column to view the prospect's top 5 activities from the CRM/Sales Engagement Platform.

  Also, click the Activity History icon under the Account Name column to view the recent 5 activities of the prospects associated with the account.

Recently Dialed

Here, you can view a detailed list of prospects who were recently dialed. Here, a Recently Dialed label along with the count is visible to indicate the number of the recently dialed prospects.

This list includes:

• Status of the dialed prospect number
• Contact Name
• Account Name
• Phone Numbers
• Last outcome of the call

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.

An Info icon is available, which displays the following description: "To enable Click Dialer "Join Audio" when hovering over it. Join Audio to start making one-off calls for quick follow ups.

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.

 – 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

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.