It explains how canceled calls are handled within the system, providing flexibility and control over how these calls are managed and re-dialed.
In AIPD sessions, canceled calls are those that were not successfully connected to a sales representative during a dialer session. When multiple calls are dialed simultaneously, AIPD will automatically connect the very first prospect that picks up the call to the sales rep. All subsequent calls in the same session that are not connected are 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.
There are several reasons why calls may be marked as canceled:
Talker busy: The sales rep is either on a call, on hold, or engaged with another prospect when a new call comes in.
Unanswered: The prospect doesn't pick up the phone, leading to the call being marked as canceled.
Paused: If the AIPD session is paused by the user, all unconnected calls will automatically be marked as canceled.
How does Koncert handle Canceled Calls?
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 Canceled Calls
There are two primary ways to access canceled calls in Koncert: after the session ends and during the Dialing Session tab.
Accessing and Dialing Canceled Calls After the Session Ends
Once the dialing session for the imported list is completed, a notification will display, showing the count of canceled calls. At this point, you can choose one of the following options:
- Clicking on the hyperlinks (here/count of canceled calls) will open the Canceled Calls window, which displays a list of all calls marked as canceled during the session.
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- Dial Now – This option allows you to dial the canceled calls immediately.
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- Dial Later – Selecting this option will log the canceled calls under the View Canceled Calls link in the Dialing Session tab. They will remain available for dialing when the list is re-imported..
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- Delete – This action will remove the canceled calls from the list, and they can no longer be viewed or dialed using the View Canceled Calls link.
- Restart Session – This option allows you to restart the session, which will include all calls (including canceled calls) from the beginning of the list.
- End Dialing Session – Ends the current session and concludes the dialing process for that sessio
Accessing and Dialing Canceled Calls from the Dialing Session tab
The Dialing Session tab offers a link to view canceled calls during or after the session. Here's how to access and manage the canceled calls:
Upon clicking the View Canceled Calls link, a Canceled Calls window will be opened with the list of canceled calls.
Join Audio: If you're not already connected to the Koncert Phone Bridge, click Join Audio. This button will be replaced by Start Session once the connection is made.
Start Session: Once connected to the audio bridge, click Start Session to begin dialing the canceled calls.
Before starting the session, you can apply filters such as:
Sort By: Organize calls based on specific parameters (e.g., prospect name, call date).
Time Zone: Filter calls based on the time zone of the prospects.
Add Filter: Additional filters to narrow down the list further.
Delete – Upon clicking it, the canceled calls in the list will be cleared.
Visual Indication of Canceled Call Records
To clearly identify canceled calls during a session, Koncert provides a visual cue. For each canceled call, you will see a Canceled Call icon next to the prospect's name in the call list.
Tooltip: Hovering over the Canceled Call icon will display the tooltip Canceled Prospect to indicate that the call was not connected during the session.
As you progress through the dialing session, Koncert will automatically remove connected calls from the canceled calls list. This ensures that the canceled call count is always up to date and reflects the calls that still need to be redialed.
The Canceled Calls feature in AIPD allows sales reps to manage missed opportunities more effectively. Whether you need to dial them during the session or at a later time, this feature offers flexibility and ensures that every lead gets the attention it deserves. With Koncert, you have the ability to track, filter, and dial canceled calls based on your team’s needs and workflow preferences.
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.