The dialing session can be initiated only from the My Session tab. Please dial into the Phone Bridge to click the Start Session button.
After clicking the Start Session button, the 'Before You Begin’ window will pop up. This allows you to select the starting point from where to begin the session and the time zones you want to dial.
From The Beginning – Choose ‘From The Beginning’ to start at the beginning of your list.
Where I Left Off – Choose if you would like to start your session exactly where you left off during your last session. When using this, you want to make sure you have not reloaded your list.
From Row – Allows you to choose which row number you want to start dialing from.
NOTE: It is not recommended to make any changes in your List Settings when choosing the From Row field.
Dialer Setup – This section will bring the following settings information that you have configured for the active report/call list in the Import New List/Add Record from CSV window, during prospects upload from My Lists. You can change the settings as needed, before starting the session.
- Caller ID
- Sort By
- What is the call regarding
To dial international calls, select the Time zone ‘International’. A confirmation message will be displayed as shown below:
Click OK to proceed to dial the list. After which, all the other U.S. Time Zones will be disabled or grayed out to restrict dialing records in other time zones.
What is the call regarding – Here you will see what you have recorded in the List Dialing Settings window in the My Lists tab for that call list. These are for the Dialing Agents to use when asked by Operators or Gatekeepers during an Agent Assisted Dialer session.
The Tooltip information guides you as to what information or instructions to provide to the Dialing Agents when a Gate Keeper or an Operator enquires about the call. Please share the information of the product or service you are offering. You do not need to include your name or company name as our agents will have that information.
NOTE: The Dialer Setup section will be ‘blank’/’unselected’ when initiating a dialing session for the Cadence prospects (imported from Cadence » Pending Calls tab) and allows to configure the required settings before dialing.
The What is the call regarding? is a mandatory field and hence valid dialing instructions must be provided. If this field is left ‘blank’ and when clicking the Begin Dialing button, an alert message below will be displayed. Click OK and enter the instructions to pass through.
Click on the Begin Dialing button to start the dialing session. An email notification will be sent to your manager's registered Email ID, upon starting the session. Please refer to How do I get notified when my team member initiated a dialing session? for detailed information.
NOTE: The below alert messages will be displayed on different scenarios when clicking the Begin Dialing button:
a. A confirmation message below will be displayed when selecting the starting point either Where I Left Off or From Row in the Before You Begin window, after reinitiating the dialing session with changes made in the Dialer Setup section.
b. When selecting International Caller IDs (Custom Caller ID) for US Timezones, the below alert message will be displayed when clicking the Begin Dialing button:
c. When selecting US Caller IDs (Custom Caller ID) for International Timezone, the below alert message will be displayed when clicking the Begin Dialing button:
Click Cancel to cancel this process.
Once you have clicked the Submit button, the dialing session will be initiated and the contacts in the list will start to be dialed by the dialing agents.
During the session, the rows are highlighted in different colors based on the status of dialing, which is shown below:
|Orange||Prospects being dialed by the dialing agents|
|Green||Current transferred call|
|Light Gray||Dialed but not connected|
|Gray (Phone Number with bold)||Connected calls during the session|
|White||Has not been dialed yet|
Once the call is transferred (from a dialing agent), the Call Disposition popup window will open.
Please contact Koncert Support for any questions at firstname.lastname@example.org or 603-952-2505.