To dial the prospects from Call Steps and Call Tasks in Outreach through Koncert, you need to import those prospects into Koncert as a call list first. Only customers whose Outreach is integrated with Koncert will have access to this feature.

Once you have logged into the Koncert portal, Dialing Session is the default landing page.  You can either import your call list(s) from Outreach into Koncert from the Dialing Session tab or Lists tab.

Please refer to the article Outreach Integration for detailed information on how to integrate Outreach with Koncert.

• Upload from the Dialing Session tab – The Reports can be added directly into the Dialing Session tab, they can be uploaded and dialed whenever needed. Once imported, it will be automatically added under the Lists tab too.

• Upload from the Lists tab – First, add a report to the Lists tab. Once you add the list, the list will always be ready to import from the Lists tab. Select the list you wish to dial and click Begin Import. This not only saves you time but the list will be updated with the most recent data in your report. You will also get the benefit of seeing how many connects you have made with the list, how many dials, and when you most recently dialed with the list. 

Below you can find how to import a report from the ‘Lists’ tab.

From the Lists tab:

1. Go to the ‘Lists’ tab in the Koncert portal.

2. Click on the Add Lists dropdown and select the option Add from Outreach.

3. After the Add Records From Outreach window pops up, select one of the options from the Create Calling list (s) based on dropdown.

• My Sequences/Cadences – Allows you to import prospects under the Step - Call from a specific Sequences of Outreach.

• All Sequences/Cadences (Shared) – Allows you to import prospects under the Step - Call from a specific Sequence of Outreach including your personal cadences as well as those shared by others.

• My Pending Calls – Allows you to import prospects under the Step - Call from all Cadences as well as prospects under the Task.

• Manual Calls – Allows you to import only prospects under the Task.

My Sequences/ All Sequences Cadences

After selecting the option ‘My Sequences/Cadences’ or All Sequences/Cadences (Shared), select the details for the following fields:

• • Sequence/Cadence – Select the required sequence name e.g. All Sequence

• • Choose Steps – Select the required step(s) from the dropdown e.g. Step #1 (Phone Call)

NOTE: Multiple ‘Step’ selection is allowed. All the prospects from the selected Steps will be imported to the Lists tab of Koncert.

To select and import the prospects from all the steps, click the All option from the dropdown.

• • Save your List As – Name of the list being imported from Outreach, which will appear in the Lists tab. By default, the name includes the selected sequence/cadence prefixed with ‘Outreach’ and the count of selected steps as a suffix. For example, Outreach – All Sequence – 2 steps. You can change the name if needed.

• • Import Tasks By – Defaults to Due Date and Order Ascending. if needed you can change to Created Date from the dropdown and the required sorting order. The prospects will be sorted and imported in the order selected.

My Pending Calls

Select to import prospects under the Step - Call from all Sequences as well as prospects under the Task.

After selecting the option ‘My Pending Calls’, select the details for the following fields:

• • Save your List As – Name of the list that is being imported from Outreach (will be displayed in the My Lists tab). Defaults to ‘Outreach-  My Pending Calls. If needed, you can change the name.

• • Import Tasks By – Defaults to Due Date and Order Ascending. if needed you can change to Created Date from the dropdown and the required sorting order. The prospects will be sorted and imported in the order selected.

Manual Calls

Select to import only prospects under the Task from Outreach.

After selecting the option ‘Manual Calls’, select the details for the following fields:

• • Save your List As – Name of the list that is being imported from Outreach (will be displayed in the My Lists tab). Defaults to ‘Outreach- Manual Calls’. If needed, you can change the name.

• • Import Tasks By – Defaults to Due Date and Order Ascending. if needed you can change the required sorting order. Prospects will be sorted and imported in the order selected.

4. Click Next to configure the call settings for this list.

• Name – Defaults to the logged-in user name.

• Company – Name of the Organization.

• Caller ID – Choose a Caller ID from the dropdown on how you want your prospect to see your phone number coming in. Defaults to Automated Local Presence. if needed, you can change it.

The available options are – Mapped Caller ID, Custom, and Random.

• • Automated Local Presence – This option provides local presence to the prospects. A pre-set pool of Caller IDs is added to the system and mapped to the area codes being dialed.

• • Custom – When selecting this option, the Caller IDs dropdown will be enabled and allow you to select Caller IDs. The selected Caller IDs will be displayed to the prospect. If you choose more than one, they will round-robin.

• • Random – When selecting this option, Koncert will randomly pick an Automated Local Presence Caller ID assigned.

NOTE: Please refer to the section Caller IDs for detailed information about Custom Caller IDs.

• Phone Field – By default, the phone columns selected under the Company Setup » Mandatory Phone Columns field will be displayed. If needed, you can change it.

• Voice Mail (optional) – Choose a default Voicemail from the dropdown that you wish to drop during the session. The selected voicemail will be displayed as default in the Settings Summary window as well as in the Call Disposition window when dialing the prospects. If needed, you can change it here. The VM Toggle in the Settings Summary will be automatically enabled if any of the voicemail is selected.

• Sort By – Select a column from the dropdown to sort the call list e.g. Contact Name. Also, it can be sorted either in Ascending or Descending order upon selection.

The Sort By dropdown list contains all the Standard and Custom fields by which the records can be sorted in the Dialing Session tab.

If you have selected No Sort from the dropdown, the records will be sorted in the exact order like how it was uploaded.

If you have selected the option Random, Koncert will randomly sort the records uploaded in the Dialing Session tab, not by any specific columns. Also, the Order dropdown (Ascending or Descending) next to that will be disabled.

NOTE: If you select Random as a sorting option, the records in the Dialing Session tab will keep sorting randomly each time when the session is started.

• Time Zones – Select the required US Time Zones to be dialed. The dialing session will be initiated only for the records in the selected time zone.

To dial international calls, select the time zone International. After that, all the other U.S. Time zones will be disabled or grayed out to restrict dialing records on other time zones.

NOTE: The International option will be displayed only for users making calls outside of the US and Canada (pre-configured settings).

5. Click Import to import the report into the Lists tab. A notification window saying ‘Your list has been saved successfully’ will be displayed. Click the Close  icon to close the window.

The selected report from the Outreach will be uploaded and listed in the Lists tab.

An Info icon next to the List name displays the selected steps in the Sequence/Cadence associated with the list.

Upload to Dialing Session for dialing

Once you have imported the Call List(s) from the Outreach, the next step is to upload the Call List(s) into the Dialing Session tab for dialing.

Below you can find how to select and move the imported Call List(s) into Dialing Session:

1. In the Lists tab, select the checkbox for the list(s) you want to upload into Dialing Session. You can select up to four list(s) at once.

2. Choose the Calling Order (1 to 4) for each selected file.

3. Click on the Begin Import button to upload the selected list(s) into the Dialing Session tab for dialing.

NOTE: If you have selected multiple files, then the alert message below will be displayed when clicking the Begin Import button.

This notifies the user that the dialing settings configured in the very first list will be applied to the successive lists. If needed, you can change the dialing settings before you begin dialing.

If you have selected multiple files to upload and you did not choose the Calling Order to merge, then an alert message below will be displayed with the above alert message, when clicking the Begin Import button.

Click Confirm to begin and merge the lists or click the Close icon to choose the required Calling Order.

4. The Import Status screen will be displayed with the upload status of each file, i.e. the number of records imported/processed.

NOTE: During upload, if you have any duplicate records (or contacts) or records with missing contact names or invalid/missing phone numbers then those records will not be uploaded into the Dialing Session tab. The Import Status window will also display the following details:

• Total Contacts – Number of prospects in the list

• Contacts Uploaded – Number of prospects that uploaded successfully

• Missing Contact Name(s) – Number of prospects who failed to upload due to the missing Contact Name field

• Missing/Invalid Phone Number(s) – Number of prospects who failed to upload due to missing Phone Number across all phone columns

• Duplicate Contact(s) – Number of prospects failed to upload due to duplication

NOTE: You can see the message '<count> records were not uploaded' which visibly indicates the user about the count of records that failed to upload during the importing process.

In addition to this, the Info icon are visible under the Missing Contact Names ,Missing/Invalid Numbers and Duplicate Contacts fields in the Import Status window. The users can instantly view the records with invalid phone numbers, without any phone number or contact names upon clicking the respective icons.

5. Click on the Continue button to proceed to the Dialing Session and start dialing.

When the list is uploaded from Outreach, the columns Due Date, Step Display Name, Sequence Name, and Task Priority will be added as the last four columns.

From the Dialing Session tab:

You can also directly import a list from Outreach in the Dialing Session tab.

1. For standalone orgs integrated with Outreach, Outreach is selected by default as the Source dropdown.

For CRM orgs integrated with Outreach, in order to retrieve the call lists from Outreach, the Source dropdown should be selected as Outreach.

2. The Search and Upload Lists section, allows users to search and import Call lists from the Outreach.

By default, if no call list is visible in the Dialing Session tab, the dropdown displays the names of the 5 most recent call lists, along with Pending Calls and Manual Calls.

However, if recent call lists are visible in the Dialing Session tab, the dropdown will list 4 recently uploaded call lists.

You can directly search and import reports into the Dialing Session tab by selecting the sequence you wish. 

When a sequence/cadence is selected, the Choose Steps dropdown will be made visible. By default, all available steps in the sequence/cadence will be selected.

Users can select or remove steps as needed.

After selecting the desired steps, click the Upload button to import the sequence/cadence with selected steps directly into the Dialing Session and begin dialing.

Enabling Shared Sequences expands your search to include:

• Sequences created by other users.
• Sequences shared directly with you by managers or other users.

However, when you import the shared sequence, only the prospects you own within that sequence will be imported into the Dialing Session.

3. Once selected, the call list will be automatically imported into the Dialing Session tab. The call list is now ready in Koncert for dialing. You can proceed to initiate the dialing session.

NOTE:

• Koncert automatically adds the lists to the Lists tab if they are not already available.

• Additionally, users can search and import any available lists from the Lists tab and dial them as needed.

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.