PRE-REQUISITES:

• Should contact Koncert Support with the list of Countries that need to be enabled for dialing.

• The phone number should be in the format of '+Country Code' followed by the phone number for making calls to US and other international countries. For example, +16039522500.

Dialing Session

To dial calls, configure the below settings in the Dialing Session tab as well as Settings Summary window.

• UK Local/Calls

• Timezone Filter:

To dial UK numbers in the list, select the timezone 'UK Local'. The US Time zones will be disabled or grayed out to restrict dialing records within these time zones.

• Caller IDs

You can use 'Custom Caller IDs'. When you choose the timezone UK Local, the Caller ID Mode dropdown will automatically switch to 'Custom'. From there, you can select the Custom Caller IDs, which includes your Personal Caller IDs, and the chosen Caller IDs will be displayed to the prospect.

If you choose more than one, they will be round robin. Refer to the Settings Summary article for guidance on this.

• US Calls

• Timezone Filter:

To dial US numbers in the list, select the US timezones US EST, US CST, US MST, and US PST.

• Caller IDs

You can use 'Custom Caller IDs or Automated Local Presence or Random'. You can select any Caller IDs, which in turn will be displayed to the prospect.

Please refer to the article What is the difference between the Caller IDs? to know about different type of Caller IDs.

• International Calls

• Timezone Filter:

To dial other international numbers in the list, for example, Germany, select the timezone ‘International’.

In addition to this, an Info icon shows the list of countries enabled for international dialing when hovering over it.

• Caller IDs

You can use 'Custom Caller IDs'. When you choose the timezone UK Local, the Caller ID Mode dropdown will automatically switch to 'Custom'. From there, you can select the Custom Caller IDs, which includes your Personal Caller IDs, and the chosen Caller IDs will be displayed to the prospect.

If you choose more than one, they will be round robin. Refer to the Settings Summary article for guidance on this.

Join Audio

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.

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 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 Phone Tree settings for AIFD if needed.

Initiate Session & Logging of Disposition

• To learn about initiating a Dialing Session, click on How do I initiate a Dialing Session?

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

Call Recordings for International Dials

• For UK (local) Calls - Calls will be recorded on both sides.

• For US Calls -  Calls will be recorded based on the settings configured in the Call Recordings » Permissions sub-tab.

• For International Calls - Calls will not be recorded on either side.

You can listen to the Call Recordings either in the Call Recordings tab or Analytics tab, if the call is recorded on any of the sides. 

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.