To kick start your session you need to follow the below steps
- Import a list either from the Lists tab or from Settings Summary(Dialing Session tab)
- Configure your List settings
- Connect to Phone bridge
- Start dialing - either AIFD or AIPD or CD
- Choose your disposition, leave your comments
- What's next after dialing?- Check your call recordings and metrics
List Importing
You can upload call lists either from the Lists tab or the Settings Summary window. Before proceeding, ensure that the lists are available in the Lists tab. Click the links below for instructions on file uploads.
How do I upload records from the Salesforce CRM?
How do I upload a CSV file from my computer?
Configuration of List Settings
- Caller ID - Customize how your phone number appears to prospects, enhancing your pick-up rate when dialing.
- Voicemail - Record a new voicemail message, or select the existing one.
- Phone fields - Specify the Phone fields you intend to dial.
- General and AIFD/AIPD/AAD Settings - Configure your preferred settings for AIPD, AIFD or AAD session
Refer to the Settings Summary article for guidance on this.
Call Recordings Configuration
Join Audio
To commence the dialing session, connecting to the Koncert Phone bridge is essential. Refer to the Join Audio article for step-by-step instructions on how to do this.
Initiate the Session
Dialing sessions can only be initiated from the Dialing Session tab.
For comprehensive instructions, check the below-related articles for detailed instructions.
AI Flow Dialer: A Comprehensive Guide
AI Parallel Dialer: A Comprehensive Guide
AAD Dialer: A Comprehensive Guide
Call Disposition
Upon completing a call, click the Hang Up button, select an outcome from the Call Result dropdown, and enter any detailed notes about the call in the Call Notes field within the Call Disposition window.
For extensive knowledge on logging a Call Disposition, refer to the article Call Disposition popup.
Once the session is completed, you can check the following sections.
Field Updates and Workflows in Koncert
Koncert writes back to objects such as Contacts, Leads, and Tasks, in Salesforce. The following fields and workflows can be synchronized.
For more information, refer to the article Writeback of fields from CRM/Sales Engagement Platforms into Koncert.
Listen to your call Recordings
The Call Recordings tab in Koncert offers comprehensive tools for managing and controlling call recordings. Users can filter, play, rate, share, delete, and download recordings, as well as tag them or add to a library. Manager can review the their team member's recordings.
For further insights into call recordings, refer to the article Call Recordings - Overview.
Know your dialing metrics - Analytics
The Analytics module provides you with consolidated and accurate information in the form of a report about your Dialing sessions. Information in the reports is well organized and can be used for future planning and decision-making. You can retrieve, view, and export your reports during the specified time period.
Look at the article Analytics Overview for further insights.
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.