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.
NOTE: The option Where I Left Off will be disabled/grayed out in the Before You Begin window, when the Timezone or Sort By option is changed under the Dialer Setup section and the dialing session is reinitiated for the current list.
From Row – This 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.
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.
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 configuring the required settings before dialing.
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 in different scenarios when clicking the Begin Dialing button:
a. When selecting International Caller IDs (Custom Caller ID) for US Timezones, the below alert message will be displayed when clicking the Begin Dialing button:
b. 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.
On clicking the Begin Dialing button, the dialing session will be started.
NOTE: 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.
Click OK to begin the dialing session from Row 1 or click Cancel to continue the dialing from the selected starting point.
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 Artificial Intelligence (AI)|
|Gray (Phone Number with bold)||Phone numbers that have been dialed during the session|
|Light Gray||Dialed but not connected|
|White||Has not been dialed yet|
AI Flow Dialer makes one call at a time and the artificial intelligence automatically identifies the nature of the voice on the call and takes the appropriate action. Alternatively, you can override the artificial intelligence by clicking the Take Call Control button.
- If there is a trace of a human voice on the Call, AI Flow Dialer will transfer the call to the Sales Rep without any delay. Upon clicking the Take Call Control button, the Call Disposition window will pop up to disposition the call outcome.
- In the case of Voicemail, AI Flow Dialer will automatically send the selected VM and hang up the call with an appropriate Call Disposition. Alternatively, you can take control of the call by clicking the Take Call Control button, which will bring up the Call Disposition window to disposition the call outcome.
- In the case of IVR, AI Flow Dialer will automatically hang up the call with an appropriate Call Disposition. Alternatively, you can take control of the call by clicking the Take Call Control button, which will bring up the Call Disposition window to disposition the call outcome.
Select an appropriate disposition from the Call Disposition window and click Save & Go to save and dial the next contact.
The Dial Pad feature in the Call Disposition window allows you to enter the IVR options to connect with the prospect.
The Call State column in the My Session tab will be displayed with the following icons for the call completed records:
Call transferred to Sales Rep
Call Control Taken
Live conversation with Sales Rep
Detection of Voicemail on the call, and a VM has been sent to the prospect
Detection of IVR on the call, and the call has been hanged-up
Please contact Koncert Support for any questions at firstname.lastname@example.org or 603-952-2505.