AAD Session

Agent Assisted Dialer is a cloud-based power dialing software with Live Conversation Automation (LCA) technology. Designed and developed for Sales Reps and Sales Managers. Here, Dialing Agents play a major role in connecting Sales Reps with prospects through the hierarchy of Receptionists, GateKeepers, IVRs, etc. Once the call is connected to the Prospect, the Dialing Agent will immediately transfer the call to the Sales Rep.

Dialing Instructions

If the Dialing Agents wish to engage with a prospect, it's essential they know what to say. We provide Dialing Instructions for Agents to refer to when Operators or Gatekeepers inquire about their identity, the purpose of the call, or their location during an Agent-Assisted Dialer session. These instructions can be customized for the call list in the Settings Summary window.

NOTE: The Instructions for the Dialing Agents is a mandatory field and hence valid dialing instructions must be provided. If this field is left ‘blank’ when clicking the Start Session button, an alert message below will be displayed. Click OK and enter the instructions to pass through.

Initial Transfer Greeting (ITG)

The Initial Transfer Greeting (ITG) feature empowers you to deliver personalized and professional messages during call transfers. Whether you want a warm introduction, a formal tone, or something tailored to your audience, ITG gives you full control. Record, review, and manage your greetings to ensure seamless communication and a positive first impression.

From here, you can record, play, or delete ITG as needed. Refer to the article Initial Transfer Greeting for detailed information.

Initiate the Session

To start dialing with Koncert, first connect to the Phone Bridge, then click the Start Session button. When you do this, a pop-up will appear, as shown below.

It indicates that the dialing agents are in the process of connecting to your session. This can take up to 60 seconds. Once connected, the agents will begin calling the contacts in your list automatically.

The below dialing screen will be displayed, where you can view the number of prospects to be dialed, labeled as <count> Prospects remaining.

You will encounter two scenarios: either connect with prospects, or they don’t pick up.

Scenario 1: Prospect Doesn’t Answer

If the Dialing Agent is unable to connect with the prospect, for instance due to an incorrect phone number or no answer, the agent will hang up the call and log an appropriate call disposition.

For voicemails, the Dialing Agent will automatically send the chosen voicemail message and then hang up, logging an appropriate call disposition.

In the case of IVR, the Dialing Agent will navigate through the phone tree to attempt to connect with the prospect. If a connection is made, the call will be transferred to the user; otherwise, the hang the call with an appropriate call disposition

Below are the dispositions available for the Dialing Agents:

• Call Attempted
• Went to Voicemail
• IVR - Name not on the directory
• OPR - Name not on the directory
• Reached Gatekeeper - Call not transferred
• Wrong Phone Number
• No Longer with the company
• Left VM (By DA)
• Do Not Call
• Talker Busy Call Not Transferred
• No Answer
• Line Busy - Call Back Later
• Call Disconnected

Scenario 2: Prospect Answers

Once the call is connected to the Prospect, the Dialing Agent will immediately transfer the call to the Sales Rep. Also, the Call Disposition window will pop up, where the Sales Rep can speak with the prospect and enter the disposition. Refer to the article Call Disposition popup to have a wide knowledge about logging a Call Disposition.

When the call is completed, click the Hang Up button, select a call outcome from the Call Result dropdown, and enter the detailed notes about the call (if needed) in the Current Call Notes field from the Call Disposition window. You can click any of the below buttons:

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Save & Go – Click to save the call disposition and dial the next prospect queued in the list.

• Redial – Click to dial the current dialing phone number again.

• Make a call – Clicking on this Make a Call button allows the users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

Upon clicking the Save & Pause button, the below dialing screen will be displayed. Here, you can see the number of prospects left to be dialed i.e. pending prospects. This count will decrease dynamically as the session progresses.

Now, you can either select Resume Session to continue the dialing session or End Session to complete the session.

During the session, if you want to skip prospects or mark them as Do Not Call or Do Not Call Until, select the prospects, and the buttons will become available for your selection.

Once the dialing session is completed, the below alert message appears notifying users that the list has ended and provides options to either end the dialing session or restart the dialing session for the list imported from the CRM/Sales Engagement Platform.

Click the End Dialing Session button to end the current dialing session.

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.