This extended Knowledge Base (KB) article provides comprehensive guidance on how to configure, initiate, and manage dialing sessions within Koncert, focusing on the AIPD (AI Parallel Dialer) and AIFD (AI Flow Dialer) sessions. It includes detailed steps for connecting the phone bridge, handling various call outcomes, and efficiently managing your calling process.

Before Starting the Dialing Session:

Configure List Settings

Before initiating any dialing session, it's crucial to ensure your list settings are configured properly. You can refer to the Settings Summary article for a step-by-step guide on adjusting the settings.

Explore the Dialing Session Tab

The Dialing Session tab is where you can manage and monitor your active dialing sessions. To familiarize yourself with the layout and options, refer to the Session - Workspace article. This will give you an overview of all the controls and functions available during your session.

Connect the Koncert Phone Bridge

Before starting any dialing session, you must first connect to the Koncert Phone Bridge. For instructions on how to connect, refer to the Join Audio article, which provides a detailed, step-by-step guide to joining the bridge.

Initiate Session

The Dialing Session can only be started from the Dialing Session tab. Follow these steps:

• Dial into the Koncert Phone Bridge: If not already connected, join the audio bridge.
• Click the Start Session Button: Once you're connected to the bridge, click the Start Session button to begin the dialing process.

Once you click the Start Session button, you may be prompted with an alert if you have enabled Refresh Lists Automatically (Dynamic Lists) in the Settings Summary window. The prompt will present two options:

• Yes – This option refreshes the list and brings the latest updated report from your CRM or Sales Engagement platform.

• Do Not Refresh – This option allows you to proceed with the existing report without refreshing

• Remember this option for future – Selecting this option will make Koncert automatically refresh the list every time it’s uploaded into the Dialing Session tab

Koncert utilizes Artificial Intelligence (AI) to manage call handling during AIPD sessions. The AI listens for human voices and transfers calls accordingly:

• If AI detects a human voice on the call, it will immediately transfer the call to the Sales Rep without any delay.

• If AI detects voicemail, it will automatically send the pre-selected voicemail script and hang up the call. It will then log an appropriate Call Disposition.

• In case of IVR (Phone tree), 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

❖  Dialing Session Timeout

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. The number of prospects to be dialed will eb displayed, labeled as <count> Prospects remaining.

Call Disposition: The Call Disposition window will open automatically once the call is connected. You must select the appropriate call outcome from the dropdown.

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 is auto-populated based on the default setting under the Administration tab. You can change it as needed. Add any relevant details or notes regarding the call in the Current Call Notes field.

You can click any of the below buttons:

• Save & Pause – Save the call disposition and pause the dialing session. This will bring you back to the dialing screen.

• Dial Next Number – Dials 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 – Dials 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 – Immediately dial the next queued 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.

You can then choose to either:

Resume Session to continue the dialing session. End Session to conclude the session.

AIPD Session

In an AIPD (AI Parallel Dialer) session, AI dials multiple numbers in parallel. The number of parallel calls depends on user settings but can go up to 4 parallel calls (recommended).

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 Canceled 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.

Similar to AIFD, AI will transfer the call to the Sales Rep if a human voice is detected. Once connected, the Call Disposition window will pop up, allowing the user to select the appropriate call outcome.

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.

If needed, you can take control of the call by clicking the Take Control button. This will bring up the Call Disposition window for you to manage the call outcome manually.

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 – Save the disposition and pause the session.

• Save & Go – Save the disposition and move on to the next prospect.

• Redial – Redial the same prospect's number.

• 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.

You can then choose to either:

Resume Session to continue the dialing session. End Session to conclude 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 – You can click to dial canceled call prospects immediately or open the Canceled Calls window for more options. Refer to the Canceled Calls for detailed information.

• End Dialing Session – Conclude the current dialing session.

• Restart Session – 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

The Click Dialer feature enables users to instantly call individual prospects during the AIFD or AIPD sessions. A Green Phone Icon will appear next to each prospect’s phone number, and you can click it to dial the number directly.

The Click Dialer feature is available only if you have a Click Dialer License. For complete details on how to use the Click Dialer, refer to the Click Dialer article.

Dialing Session Timeout

If you remain inactive in the Call Disposition popup during Wrap time or stay in a Paused state for more than 2 hours during a dialing session, your session may expire automatically. By default, the system logs out users after 2 hours of inactivity. If you require a different timeout duration, please reach out to Koncert Support.

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.