Before starting, ensure that the list settings are configured correctly. Refer to the Settings Summary article for guidance on this.

Next, let's dive into the Dialing Session tab to explore its features. Click on the article Session - Workspace to gain insights.

To kick off the dialing session, it's mandatory to connect the Koncert Phone bridge. Refer to the Join Audio article for step-by-step instructions on how to do this.

Initiate Session

The dialing session can be initiated only from the Dialing Session tab. Please dial into the Phone Bridge and click the Start Session button.

Once you click the Start Session button, an alert will prompt you to refresh your list if you have enabled the Refresh Lists Automatically (Dynamic Lists) option in the Settings Summary » Advanced section.

• Yes – This brings the latest, updated report from the CRM or Sales Engagement platform

• Do Not Refresh – Proceed the dialing session with the existing report

• Remember this option for future – Upon clicking this option, Koncert automatically refreshes the list whenever it is uploaded into the Dialing Session tab.

Artificial Intelligence (AI) automatically identifies the nature of the voice on the call and takes the appropriate action.

• If there is a trace of a human voice on the Call, it will transfer the call to the Sales Rep without any delay. 

• In the case of Voicemail, it will automatically send the selected VM and hang up the call with an appropriate Call Disposition.

• In the case of IVR, it will automatically hang up the call with an appropriate Call Disposition.

NOTE: In the Settings Summary window, you can configure the Voicemail and IVR settings for AIFD if needed.

❖  AIFD Session

❖  AIPD Session

❖  Click Dialer Session

Refer to the article Call Disposition popup to have a wide knowledge about logging a Call Disposition.

AIFD Session

Once the session starts, the below dialing screen will be displayed, where you can view the number of prospects to be dialed, labeled as <count> Prospects remaining.

Then, the Call Disposition window will be displayed automatically and launched.

If there is a trace of a human voice on the Call, the AI Flow Dialer will transfer the call to the Sales Rep without any delay. 

When the call is completed, click the Hang Up button, select a call outcome from the Call Result dropdown, and enter the detailed notes about the call (if needed) in the Current Call Notes field from the Call Disposition window.

NOTE: The call outcome will be auto-populated with the default value selected under Administration tab. If needed, you can change here.

You can click any of the below buttons:

• Save & Pause – Click to save the call disposition and pause the dialing. Upon clicking, the dialing screen will be displayed. 

• Dial Next Number – Click to dial the alternative phone number(s) of the prospect (if any), when the primary number is not reachable. In the case that there are no other phone numbers, Dial Next Number will dial the next prospect on the list.

• Redial – Click to dial the current dialing phone number again.

• Make a Call – Clicking on this allows users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

• Skip this Contact - Enabled by default during the call to allow the user to skip the next queued prospect.

• Dial Next Contact – Click to dial the phone number of the next prospect.

The Generate AI Summary button will be enabled when the call lasts for 30 seconds. If needed, you can click and get the concise summary of your conversation with the prospect.

Upon clicking the Save & Pause button, the below dialing screen will be displayed. Here, you can see the number of prospects left to be dialed i.e. pending prospects. This count will decrease dynamically as the session progresses.

Now, you can either select Resume Session to continue the dialing session or End Session to complete the session.

AIPD Session

The artificial intelligence dials multiple calls (in parallel) at a time. It transfers only the valid connections to the Sales Rep. The number of parallel lines depends on the user settings (Settings tab or Settings Summary window, but a maximum of four parallel calls can be initiated. The recommended option is '4'.

NOTE: AI dials the phone numbers twice across all available phone columns, exclusively during the AIPD session except for the below call outcomes logged from the first attempt. 

• Busy
• Failed
• Phone Tree
• Phone Tree - Name Found
• Phone Tree - Name Not Found
• Phone Tree - No Company Directory
• Left VM (AI)
• Left VM (AI) - Name Found
• Left VM (AI) - Last Name Found

Also, any call with the outcome Failed, Busy, or Talker Busy - Unanswered Call Cancelled will not be  included in the dial count during the dialing session and will not be counted in the reports under the  Analytics.

Once the session started, the below dialing screen will be displayed, where you can view the number of prospects to be dialed, labeled as <count> Prospects remaining.

If there is a trace of a human voice on the Call, the AI Parallel Dialer will transfer the call to the Sales Rep without any delay. Also, the Call Disposition window will pop up, once the call is connected.

If the option Enable AIPD Transcription for each dial under the AIPD Dialing Session tab » Settings Summary window » Advanced section, is enabled, then you can see the transcription i.e. the textual content of conversations identified by the AI engine beneath each corresponding record, on the dialing screen for AIPD Sessions.

Alternatively, you can take control of the call by clicking the Take Control button, which will bring up the Call Disposition window to disposition the call outcome.

When the call is completed, click the Hang Up button, select a call outcome from the Call Result dropdown, and enter the detailed notes about the call (if needed) in the Current Call Notes field from the Call Disposition window. You can click any of the below buttons:

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Save & Go – Click to save the call disposition and dial the next prospect queued in the list.

• Redial – Click to dial the current dialing phone number again.

• Make a call – Clicking on this Make a Call button allows the users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

Upon clicking the Save & Pause button, the below dialing screen will be displayed. Here, you can see the number of prospects left to be dialed i.e. pending prospects. This count will decrease dynamically as the session progresses.

Now, you can either select Resume Session to continue the dialing session or End Session to complete the session.

During the session, if you want to skip prospects or mark them as Do Not Call or Do Not Call Until, select the prospects, and the buttons will become available for your selection.

Once the dialing session is completed, the below alert message appears notifying users that the list has ended and provides options to either end the dialing session or restart the dialing session for the list imported from the CRM/Sales Engagement Platform.

• Canceled Calls – Either click on the link here to dial the canceled calls prospects immediately or click on the cancelled calls to launch the Canceled Calls window. Refer to the article Canceled Calls for detailed information.

• End Dialing Session – Click to end the current dialing session.

• Restart Session – Click to restart the session with the same records.

Standalone (Without any Sales Engagement platform Integration) – At the end of the list, the alert will prompt the user to end the dialing session. Here, the Restart Session button is not available.

Salesforce / HubSpot  – The alert will prompt the user to restart the dialing session, which will dial the same or connected prospects again.

Salesloft / Outreach  / Apollo – The alert will prompt the user, and clicking "Restart Dialing" will reset or refresh the list, allowing the session to continue dialing until the prospects are removed from the sequences.

Click Dialer Session

Click Dialer is a click-to-call dialing software that works within the Koncert application, designed and developed for Sales Reps. Here, the Sales Rep. (or Talker) can instantly call individual prospects within both AIFD and AIPD dialers.

A Green Phone icon will appear left to the phone number across available columns for the prospect in both the Dialing Session and the Prospect Information window after connecting to the Koncert Bridge.

NOTE: The icon will appear only if you have a Click Dialer license.

For complete information, refer to the Click Dialer article.

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.