This article is intended only for AIPD dialer.

In general, when multiple prospects are connected at the same time i.e. during the AI Parallel Dialer (AIPD) session. AI transfers only the very first call that is connected with a prospect, to the sales rep/user.
All the remaining calls are automatically marked with the disposition Talker busy - Unanswered call canceled. Also, the call canceled by the AI when the user pauses the session during the AIPD session is automatically marked with the disposition Talker busy - Unanswered call canceled. 

What is a Canceled Call?

All Calls marked with the disposition Talker busy - Unanswered call canceled.

How it works?

Koncert analyzes/tracks the calls that are not connected with the user's Sales rep when he is busy or on hold during an AIPD session i.e. dialing multiple prospects or calls with the Disposition. It marks and stores the unconnected calls as canceled calls and provides an option for dialing the records marked as Canceled calls. This feature will be enabled on a request basis.

The Session can be initiated either using AIPD or AIFD which you have a license.

Koncert provides flexibility to the user to dial the canceled calls at any time i.e. before the session or end of the session.

Accessing and Dialing Canceled Calls at the end of the Session

Once the dialing is completed for the imported list, the below message will be displayed. either you can select any of the options below:

• Canceled Calls link –  Here, the list of Canceled Calls will be stored. Upon clicking the link, the Canceled Calls window will be displayed.

• • Dial Now – Option for dialing the Canceled Calls immediately.

• • Dial Later – Upon selecting, the canceled calls will be logged under the View Cancelled Calls link in the Session tab and will be available again for dialing when the list is re-imported.

• • Ignore – Upon clicking it, the canceled calls in the list will be cleared. It cannot be viewed by clicking the View Canceled Calls link.

• Restart Session – Upon clicking this, the session will be started and records will be dialed from the first row including the canceled calls.

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

Accessing and Dialing Canceled Calls from the Session tab

A View Cancelled Calls link along with the number of canceled calls is available next to the Add Filter section in the Session tab. 

Upon clicking the View Canceled Calls link, a Canceled Calls window will be opened with the list of canceled calls.

To start dialing canceled calls, click Join Audio to connect to the Koncert Phone Bridge (if you haven't already). The Join Audio button will become a Start Session button once connected. Click Start Session to begin dialing the list of canceled calls.

In addition to this, you can also filter the canceled calls based on required criteria under the filters (i.e. Sort By, Time Zone, or Add Filter). This allows you to only dial the filtered, canceled records based on your preference.

Visual Indication of Canceled Call Records

When dialing canceled calls, a Canceled Call icon will be displayed next to each one. Hovering over this icon will show the tooltip Canceled Prospect.

Koncert automatically removes the connected calls from the canceled calls list and updates the count of canceled calls, enabling users to stay informed about the remaining unconnected prospects.

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.