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Dialer Lists - Overview

  • Principles for creating and managing Domino and Seek Lists.
  • How to create effective database queries for dynamic Seek Lists.
  • How Seek lists use your queries to cycle call data through the queue.
  • Basic principles for users taking inbound calls, and how to do an inbound/outbound blend.

This lesson should take approximately 75 minutes to complete.

Practical Scenarios

  • Build a dialing list using the optimal list type for a given calling campaign.
  • Create a Domino list from either a Leads View or a Query that incorporates filters, sorts, permissions, time zones, Caller ID, callback owner, and time between calls.
  • Create a Seek list incorporating time blocks, filters, sorts, permissions, Caller ID, callback owner, and time between calls.

Getting Started

The two primary outbound calling tools, Domino and Seek, are powerful systems with the ability to dramatically increase user productivity and effectiveness—but they require focused, consistent strategies to do so. We'll focus on both types of call lists individually, but the key to using each effectively is to understand the premise behind them.

Domino lists are designed to be static, meaning that the names in the call list are set in stone. When you create a Domino list, you'll search through the database for a specific set of records, then load that set into the queue. The records contained in that Domino list will never change until the list is finished, or deleted.

Seek lists, on the other and, are built from the ground up to be dynamic. The records contained in the list, and the order in which they are "shuffled," will constantly be changing as the Seek list reacts to what's happening in your database.

Does your organization receive newly-generated leads on a daily or hourly basis? We probably want our Seek list(s) to account for that. Do certain leads get higher priority if they come from a specific source? A Seek list can account for that. Is it important to reach a minimum number of contact attempts before your Leads age past a certain point? Again, Seek can account for it.


Click to view larger image.

Rationale

There's no hard or fast rule for how you use either type of dialing List, but each generally serves a specific function better than the other. Seek lists typically function much better at a broad, strategic level—organizing large blocks of data, unifying employee activity, and creating core sales, marketing, and lead response initiatives using best practices. Most Seek lists are created by Sysadmins and managers, as they're the ones who generally have a "high level" view of what their sales and marketing strategies are trying to accomplish.

Domino lists are typically more surgical—you want to take a particular, narrow "slice" of data, and target it for a specific purpose. Domino lists are more often created by users than Sysadmins. The temporary nature of the list (you call it once and then "throw it away") makes them good for highly specific, tailored calling campaigns, or vertical responses.

Again, there's no injunction stating you have to use one or the other. In our experience, however, most organizations find that the bulk of their work gets done in Seek lists. They require less work from users, can be highly fine-tuned and granular, and integrate more fully into long-term initiatives.

Domino Lists

As we've already mentioned, Domino lists are a static list of names, designed to be called over a relatively finite period of time. They're designed to be surgical in scope, rather than "broad level" (a sample Domino list might be, "I have a list of 500 people, and I need to make sure that I make a contact attempt to every single one within the next 7 days").

Creating a Domino List

Every Domino list in essence needs to be created "by hand," in exact detail. You can't change a Domino list after a user has started start dialing it, so the records that need to be called must be in the list when it gets created—otherwise, you'll just have to delete it and start over. Thus, it's a good idea to have the process mapped out before hand.

You can create a Domino list in one of two says: using the Domino list tool to run a search through your Salesforce database directly, or basing the list on an existing Salesforce report.

To build your own Domino list you'll need to set up the parameters so that only the records you want are sent to the dialer queue.

To get started, click the Domino Lists link in the main InsideSales tab, then click the New Domino List button.

Use the following information guidelines to help you build your Domino list the way you want.

Data Source: Query or Report

If you choose the query option, you'll be asked to provide the query criteria in a section below. If you choose report, the dialogue options will change to allow you to pick the report on which to base your call list.

If you use the report option, please note the specific requirements displayed in the Select Report dialogue.

PLEASE NOTE: The Salesforce CRM may not compile your report information immediately, and the dialer query won't be able to create your Domino queue until Salesforce compiles the report. This is not a limit of the PowerDialer, but a restriction of salesforce.com.

Object Type

The PowerDialer supports six standard object types in your Salesforce system: Leads, Accounts, Contacts, Tasks, Opportunities, and Cases.

As long as the selected objects directly contain or reference a phone number field in the database, it should be available in the PowerDialer.

The Opportunity type offers an additional dropdown with two selections: Account or Contact. One pulls in accounts associated with the opportunity, and the other pulls in related contacts. For more information on these options and their effects, click here.

Email Settings

The PowerDialer can use your existing Salesforce email templates, or you create a specific block of emails for use solely in the PowerDialer. Choose the appropriate option.

Permissions - Only Dial Own

The is a data permission which limits the data available to users in the Domino list. Selecting this option means users can only call records to which they are the specifically assigned owner. If this option is left un-selected, users will have the ability to call any record the list query finds, regardless of owner.

Specify Filter Criteria

The filter criteria are one of the most important aspects of setting up your lists, as they determine which records will be included, and which will be excluded from your calling list.

Effective set up of your criteria involves the use of Boolean logic—IF, AND, OR, NOT.

For example, one of the first options you'll see is a filter by time zone. "IF" we include only records in Eastern time, then that's all we'll get—"NOT" Central, Mountain, or Pacific. "IF" we include Eastern "AND" Central, the we will "NOT" get Mountain or Pacific.

We realize we're being a little obvious here, but the idea is to start thinking along these lines—what should be included in our call queue, and by extension, what shouldn't be included.

We'll highlight some of the common options in the table below.

Filter Description
Time Zone If you want to limit records to a specific time zone or block of time zones. This can be useful for area/location specific initiatives.
Minutes between calls Companies that make calls at regular intervals to their lists generally want to prevent themselves from calling the same contacts too often. This setting ensures that if a lead was called within the specified time frame, it won't be included in this Domino list because it's too soon since the last attempt was made.
Number of Dials Is At Least Instructs the Domino list that a record must have been called a minimum number of times already to be included. For example, if you wanted to focus on people that have already been called, you could instruct the Domino list to only include records that had already been called a minimum of three times (if you don't want to use this filter, set the number to zero, or leave it blank).
Number of Dials Is At Most This option helps teams avoid calling records if they have already had a certain number of attempts made. For example, you may not want to include records in your Domino list if they've already been called six times. This makes sense if your data shows that response/close rates fall off after five dial attempts.
Filter By Owner Earlier you were given the option to only allow users to call records if they own them. Now you're being given the option to filter records out of the queue entirely if they don't belong to one of your Salesforce users or "Queues." If you want all potential records included, regardless of owner, leave this filter set to All.
Filter By Campaign If you have specific Campaigns established in your Salesforce system, you can use one as a filter to include or exclude records from your list.

Clicking on the magnifying glass icon next to the field will open a window with a list of your campaigns to choose from (you can select only one).
Filter Fields This section is important enough that it has its own sub-heading below.

Filter Fields

All of the other potential filter options can be useful, but it's here in the Filter Fields section that we can start to get really granular.

As you'd expect, Filter Fields let us choose specific data criteria in our record object—status, source, city/state/zip code, industry, number of employees—and filter out records from our call queue if they don't meet the specified criteria.

Notice that there are three input fields for each filter choice:

  • The field itself.
  • The operator, which sets up the conditions for how the filter should include or exclude record.
  • The actual value(s) contained in the field.

For example, let's say we were setting up a Domino list to call a block of Leads.

In our Field dropdown we'd select Lead Source as the option.

Then in our Operator dropdown, we'd need to decide how we want to include records.

Operator Description
Equals Only records that EXACTLY MATCH the specified field value will be included.
Not Equal To This is the reverse of Equals. Only records that EXACTLY MATCH the specified value will be EXCLUDED. Everything else will be included.
Greater Than/Less Than These operators are only applicable to numeric values. To be included, the field value must be greater than, or less than the specified number.
Greater or Equal/Less or Equal The same as Greater Than/Less Than, only the data field can be EXACTLY the value specified, not just less than/greater than it.
Contains This operator looks for specific strings of text. For example, if we wanted to limit our call list to just the city of Houston, we could select City as the field, Contains as the operator, and input "Hous," or "Houston" without the quotes, into the field value.
Does Not Contain The exact opposite of contains. Let's say we wanted to call Leads in Texas, but want to exclude the city of Houston, we'd input "Hous" or "Houston" (without the quotes) into the field value.
Starts With This is similar to Contains, only we're limiting the text string by declaring that it must begin with the string, not just contain it. In practical use there's almost no difference between Starts With and Contains, but there may be some specific use cases where one is more appropriate than the other.

International Data Format Limitations

The PowerDialer only supports numbers in American formats. If you try to use European formatting the software will return an error. Examples:

  • March 30, 2015 must be formatted as 03/30/15
  • Money must be formatted with a decimal separating whole units from partial units: 1,000.54

Value Lookup

Notice in our example that when we selected Lead Source as the filter, it placed a small icon just to the right of the Value input box.

This will happen for any fields in your Salesforce system that are dropdowns, or "picklists." Picklist fields have a finite number of potential values that are pre-set. The value lookup icon lets you specify which of the existing picklist values you want inserted.

Advanced Filter Options

Just below the Filter Fields area you'll see a small link for Advanced Options. If all of the available filters up to this point haven't provided enough fine-tuning, open the Advanced Options filter dialogue.

This area lets you create your own Boolean filter strings, using the Filter Field numbers in the section below.

The Advanced Filter options are typically used for creating call queues where an "OR" operator is needed. For example, if we wanted to create a list with all Leads in Status 1 and Status 2, OR if the Leads were created yesterday or today, regardless of status.

We'd set the Filter Fields criteria, then in our advanced options, set it to read:

1 OR (2 AND 3)

Specify Sort Criteria

Once our filter criteria are set, the next step is to decide the order we want the list distributed.

Sorting criteria can be ascending or descending. Depending on the field chosen for the sorting, this can mean from low to high/high to low (numbers), alphabetical (A-Z or Z-A), oldest date to newest date (date ascending), or newest date to oldest date (date descending).

Probably the two most common sorting rules are:

  • Dial attempts, ascending order (i.e., records with the fewest number of call attempts go first).
  • Created date, descending order (records that were created most recently in the system get highest priority).

Assign Users - Which users can see this list

At this point, we've already chosen if users can call all records on the list, or only call the records they directly own, and filtered out whether all records should be included, or only those in a specific Salesforce queue ownership.

Now you'll choose which actual users have access to the list to make calls.

  • Visible only to me: Only records where the list creator has permissions to view them.
  • Visible to all users: All records in the system.
  • Visible to certain groups of users: Select specigic user groups/roles.

Remember: ownership filters determine which records in the Domino list users have the ability to access and call; user assignment determines if they have access to the list at all.

Caller ID

Fairly self-explanatory option. If you want all calls originating from this Domino list to have the same Caller ID, input the telephone number here. Since calls are routed through InsideSales servers that can control telephone network settings, that makes it possible for the PowerDialer to modify the Caller ID number that appears when someone receives your call.

As it explains on the page, if this option is left blank, it will default to the company phone number specified in Salesforce. If no number is entered there, it will use the agent's station phone number as the caller ID.

Call 800 Numbers

No, that doesn't mean for the team to start dialing 800 records and then take a long lunch! We mean "toll-free" numbers (typically some form of "800" numbers). Since these numbers are not associated with a time zone it's hard to control whether you'll catch them at the exact local time of day for your strategy. This checkbox will bring those records into the PowerDialer without regard for whatever their local time zone might be.

Callbacks

We've mentioned previously the Set Callback feature in the PowerDialer user interface. As a Sysadmin, you can control some of the behavior surrounding those callbacks.

The key consideration is, "What happens when a user isn't available to take a callback at the time they specified?" This can happen for any number of reasons—the user is out sick or in a meeting, they're on another call when the callback should have happened, etc.

This feature lets you determine what happens if a user misses a callback.

By default, callbacks have a set grace period before the PowerDialer considers them "missed." The amount of time for this grace period is set in the Manage Company Settings link in your main InsideSales tab.

Once the grace period expires, the system then looks at the callback rules for the the Domino list.

If you want the user to retain control of the callback, set it to Only the owner.

If you want the callback to pass to another user, but only if they are assigned to this specific list, use the Attendees of this list option.

If you want the callback to go out system-wide, regardless of user or dialer list assignment, set it to All users.

View Query Results

To check the results of your current filters, click View Query Results.

The PowerDialer will open a new window that displays a preview of your current query results.

Saving and Running a Domino List

Once all of your criteria are set, click Save. The filter criteria will check your Salesforce database, and generate the call list.

If you want to save your current list configuration, but make more adjustments, click Quick Save.

Be aware that Salesforce.com puts a limit on the number of database operation requests (transactions) that can be accessed by a Domino or Seek list. To account for this, we have put a 7,000 record limit on Domino lists. If the system reports you have 7,000 records in your Domino list, understand there are actually more records than that; the system is just reporting the number up to the limit.

Running the List

To run your previously created Domino List:

  1. Return to the InsideSales tab.
  2. Click Domino Lists
  3. Find the list you wish to dial.
  4. Click Launch.
International Customers

Launching the list in PowerDialer registers the list with the system, however you should close the PowerDialer window after you lauch and instead use the Click-to-Call panel.

International customers should not use the PowerDialer window. That stand-alone PowerDialer component does not support international or special characters. Any records saved after opening in the PowerDialer will corrupt international characters within leads.

The Click-to-Call panel does support international characters. After closing the PowerDialer, launch the list in the Click-to-Call panel:

  1. Click on the Settings icon.
  2. Select the Dialer List from the drop-down menu.
  3. Click Save.
  4. Use the Next Record Button to navigate the list. Click on phone numbers to call.

Once you launch a list, you will no longer have the option of editing the query filters, or changing user access parameters.

You can, however, choose to clone the list. This will re-create the same Domino list from scratch, using the same parameters previously specified. However, since it's a copy of the original, it will not be considered "started," so you could then go in and make changes to it before it is started again.

Deleting a List

If you decide to "kill" a Domino list before completion, use the Delete option. This will remove the list and all of its parameters, but will not remove any record data, impression counts, or user report data.

You will not, however, be able to reference later how much of the list was completed when it was deleted. That information is tied specifically to the list itself.

Other than that, there are no repercussions of deleting a Domino list (besides the obvious one that agents can no longer use it).

Seek Lists - Basic Concepts

Like their Domino list cousins, Seek lists also use your existing Salesforce database to create calling lists, but with a major difference. Unlike Domino lists, Seek lists are “always on, never sleeping”— they actively and dynamically update themselves to find the most relevant contacts for any given point in time.

Seek lists are particularly powerful for organizations whose lead and prospect database changes regularly from day to day and week to week. New leads come in and need to be contacted, aging leads need to have persistent effort applied, targeted campaigns need specific follow-up, and so on.

Seek lists dramatically improve these processes. They will help you increase contact rates, while saving time and increasing productivity for users.

Seek Lists are highly effective for:

  • Sales teams that manage fairly large blocks of calling lists on a regular basis.
  • Teams that need to respond immediately to incoming lead requests (which should be everyone, as immediate response to new leads increases contact rates by 21x).
  • Teams that struggle with consistently following up on leads, or want to ensure that their follow-up strategy is going to get maximum results.
  • Teams that do a mixture of different types of qualifying activity—calling new leads, setting appointments, long-term follow-up, lead nurturing with the InsideSales ELF, etc.
  • Companies who do calling strategies based on shifts.
  • Companies who need a high level of measurability and reporting on the effort and effectiveness of their calling.

The Dialer Cache

We alluded to the the Dialer Cache earlier when we showed you the diagram of how a Seek list manages call queues. An apt comparison might be a "shopping" metaphor. The Dialer Cache reads the "shopping list" you give it with the query parameters in a Seek List. Then it searches through your database and loads the matching records into its "basket," ready to hand out to your agents when they're dialing.

However, Seek doesn't just do it once; it will be out "shopping" all day long, re-checking the shopping list to see if the criteria have changed since the last time it went shopping and whether new "merchandise" matches the criteria—the Cache refreshes once per hour.

Occasionally, your agents will call through all of the names in a particular Seek list. This is normal, depending on how your Seek criteria are set. However, if you don't want this to happen, you'll want to structure your queries and time blocks in such a way that agents can continue working throughout the day, targeting the names you desire. Do this by broadening the criteria or by being ready to import more records into your system.

Thinking Through a New Seek List

In some respects, creating a new Seek list will follow same principles of creating a Domino list—we’re going to search the database for a list of names that meet certain criteria, and send them out to the PowerDialer to be called. Like a Domino list, you'll create specific criteria and sorting rules for the records to be sent.

However, because a Seek list automatically updates and refreshes the call queue each hour, you'll need to make sure that the right criteria are used, and that agents have a clear picture of who’s being targeted and why.

Do a detailed review of the goals for a given Seek List before drilling down to create it.

  • What metrics will you use to prioritize records?
  • What are the primary goals? What results do you expect to get from your calling?
  • What sales collateral will need to be available for the reps?
  • What are your strategies for voice message and email collateral as part of the Seek call structure?
  • What record statuses, campaigns, and lead sources, or other qualifying factors are most important to your sales process?

Building a Seek List - Basic Parameters

Click the Seek Lists link on the main InsideSales tab to go to the list overview page. Here you'll see all of the current Seek Initiatives, and options to Edit, Launch, or Delete any currently running lists.

Like a Domino list, there are two steps to setting up a Seek list—giving the list its basic structure, and setting up the call queue queries.

Basic Setup Parameters

List Information

This top section includes the some of the same settings you'd see in a Domino list, but also includes settings specific to Seek lists.


Click to view larger image.
  • Time Between Calls (minutes)
  • Because Seek lists update the call queue every hour, and without some controls in place, it's possible that agents could potentially call the same records repeatedly each time the Seek list refreshes. This option provides a failsafe, preventing any record from being called within the set time frame.

    This field sets a "back-off timer" for the dialer cache to restrict itself from dialing that record again. If the timer is set to "240" (or 4 hours), that record will not appear in the dialer until at least 240 minutes have passed since it was last called.

  • Limit Calling Times
  • This feature is great for making sure calls don't get made too early or too late in the day. When making calls, the PowerDialer can automatically cross-reference the area code of any U.S. or Canadian phone number with its time zone location (e.g., it knows that the 714 area code is Orange County, California, and thus is Pacific time zone). When enabled, this option instructs the PowerDialer that no contact can be called in its native time zone if the time at that location falls outside this parameter.

    For example, if a company is located in Dallas, in Central time, and has a Seek list that calls numbers nation-wide, if agents started calling at 9 AM Central, they could potentially call records in Pacific Time, where it's still only 7 AM. Conversely, if a company is located in Pacific Time, and they call up to 7 PM Pacific, by that time it's 10 PM on the East Coast. This option prevents agents from accidentally reaching the wrong records at the wrong times of the day.

  • Caller ID
  • This option establishes what call recipients will see on their caller ID for any calls agents make on this list.

  • Dialer Panel
  • Use this dropdown to select which Dialer Panel will load along with this Seek List.

Email Settings

This is identical to Domino lists. Choose whether you want to use your Salesforce email templates, or those specifically created for the PowerDialer.

Assign Users

Same as Domino lists. Controls which users, or groups of users, will actually have access to the list to make calls. The options are:

  • Visible only to me - Only the creator/owner of the list will have access to the dialer list.
  • Visible to all users - All users on the system with Dialer licenses will be able to access the list.
  • Visible to certain groups of users - Selecting this option will open a secondary panel where you can add access by "Role Groups." This is Defined within your Salesforce settings. Select one or more Roles and set them to the Selected column.

Callback Settings

Same as Domino lists. Which users can potentially respond to a missed callback if the grace period has expired?

Building a Seek List - Using Queries

Seek lists use database queries to create a call queue, just like Domino, and the structure and format is remarkably similar with just a few differences. The same database and Boolean logic concepts will apply, there's just a few more structural layers.

The first difference you'll see is the use of Time Blocks. Since Domino lists are static, the concept of a "time block" is irrelevant. It doesn't matter whether it's ten in the morning or four in the afternoon, the names in a Domino list aren't changing.

For a Seek list, however, 10 AM vs. 4 PM can make a world of difference, because you may actually want different records in the queue at different times. (You don't have to break up call lists this way, but you can.)


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For a new list, you'll need to add at least one block of time. If you already have all of your time blocks outlined, go ahead and add them. If not, we recommend creating your first time block as something somewhat generic, like 9 AM to 5 PM. You can always come back and adjust it later if needed.

Each time you add a new time block, a screen will pop up to create a query, or queries, within that block.

The query builder is nearly identical to the Domino list tool. You'll choose an object type, time zone, dial count, owner, and campaign filters, if desired.


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Your field filters, operators, values, and sorting rules will follow the exact same concepts demonstrated in the Domino Lists section. If you have any questions, refer to that section of the guide.

Enter Query Name Section

The top section of the form is organized a little differently than the Domino List builder, so let's take a moment to review it.


(Enter Query Name Section)
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It contains three fields:

  • Enter Query Name - Enter a name for the query here.
  • Only Dial Own - With this box checked, the query will only allow the user to dial his or her own records. Notice the utility of this option being set at the query rather tha the list level. Some queries within a list can thus be restricted to calling records owned by the user making the calls, while others do not share this restriction.
  • Call 800 Numbers - Checking this box allows 800 numbers to be included. Unchecking it omits them.

View Query Results

To check the results of your current filters, click View Query Results.


(View Query Results Button)
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The PowerDialer will open a new window that displays a preview of your current query results.

See this page for more information on this preview.

Save and Close, and Quick Save Functions

When finished, you can click Save and Close to return to the Seek list editor page, or Quick Save to update your current query, but stay on the builder page.

Cloning Queries

If you want to create multiple queries that are similar in nature, you can use the Clone button to create a copy of an existing query. Then simply edit the elements that differ.


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NOTE: Cloned queries connect and function with the query preview tool once you save your seek list. Before that time, alterations in the name or parameters of a query won't be visible in the preview.

Prioritizing Queries

This is a feature unique to Seek lists. In some cases, you may have more than one query running during the same blocks of time during the day. This feature allows you to prioritize which query takes precedence, meaning, which records should run through the call queue first.


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This is a common practice for organizations who want to attack certain lists, or types of records, but want to ensure that there are names in the queue throughout the entire block of time. Thus, if a batch of records from the first query runs out, the PowerDialer will immediately start sending names from the second query so there's no down time. To users, the transition is seamless.

Strategizing Queries and Lists

We often get asked, "Is it better to have one Seek list, with lots of different queries rotating names, or to simply break up our activities into separate lists entirely?"

There's obviously no right or wrong answer for every organization; it will largely depend on your needs. But depending on your strategy and workflow, one may work better than another.

The advantage of using a single Seek list (or a few select lists) with multiple "stacked" queries is that it's less work for users and you can ensure that the agents will call through the records according to the priorities you have set. They log in to the Seek list, and the queue is pre-set. As they work, they (you) don't have to worry about whether they're working the right records; assuming the list strategy is sound, they can feel confident that they're doing the work they need.

The advantage of splitting up dialing into separate lists is more control and granularity for the users. Each Seek list can be set up with its own set of criteria, targeting a specific database segment. Thus, if a user wants to change focus, they can simply switch to the new list.

In many cases, Sysadmins decide to do a little of both. They set up a few broad Seek lists, with several queries rotating the queue, while on the side they set up some smaller lists for specific targets. As always, if a user feels like they need more control, they can switch gears and create a Domino list instead.

Opportunity List Types

Opportunity Filter Type Selection

When you create a Seek or Domino list using opportunity as the primary object filter, an additional dropdown appears, enabling you to choose from one of two options:

  1. Account (default option)
  2. Contact

This option is available in both the Domino and Seek list builder pages.


(Opportunity object selected, with the "Contact" type selected. "Account" is also available in the
second dropdown)

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The Opportunity - Account Filter's Effects

The Opportunity - Account selection will cause your dialer list to pull in the accounts associated with the opportunities meeting your criteria. Calls are logged to the account.

The Opportunity - Contact Filter's Effects

The Opportunity - Contact selection will cause your dialer list to pull in contacts related to the opportunity. Calls are logged to both the contact and the opportunity.

Now let's go over the interface you'll see when using a dialer list using the Opportunity - Contact designation. Here is what you'll see:


(Dialer Page UI Elements.)
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A section at the top of the page will display all the contacts associated with the opportunity that met the list criteria.

The top of the page displays the originating opportunity's Contact Roles with all identified contacts. This table represents the Salesforce standard Opportunity Contact Roles object.


(Contact Roles Table)
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You can use the Contact Roles table to view various information and perform a variety of functions:

  • Click the Open Record button to open a different contact in the main record window.
  • Click the Contact Name to open the contact record in Salesforce in a new window.
  • Click the Account Name to open the account record in Salesforce in a new window.
  • Clicking the Email Address will open a blank email in your default email program.
  • Click the Phone Number or Click-to-Call Icon to call the number on the record without opening it.
  • The Role column indicates the contact's role as designated on the Opportunity in Salesforce.
  • The Primary column to indicates whether the contact is the primary contact for the opportunity.

By default, the main record window (pictured below) will display the contact from this list that has been designated as the opportunity's primary contact. If there is no primary contact specified, it will show the first contact according to alphabetical order.

The information / fields contained in this view will be inherited directly from the Salesforce contact record view and works in the typical fashion for any record loaded in the PowerDialer.


(Contact Edit in PowerDialer UI - Opportunity Contacts)
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As mentioned previously, you can open a different contact here by clicking the Open Record button on the Contact Roles table.

If you find yourself switching from the initial contact often, it may be a good idea to use the Save & Next button in the PowerDialer to advance between opportunities, which loads the next opportunity without immediately calling the contact, rather than the Next Call button, which will call the primary contact right away before you've looked it over.

Below the main contact record is a section that displays the opportunity itself.

This opportunity remains present even if you click a different name to load in the Contact Roles Table. The location of the section can be controlled and changed (for example, put at the top) by an InsideSales.com representative.

The record view for this iframe is inherited from the opportunity layout in Salesforce and will default open in Edit Mode.


(Original Opportunity Record iFrame)
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Creating a Seek List from Cases

Overview

Previously, users are able to create only Domino dialing lists using case criteria. Today, you can also make Seek lists from case criteria. On this page, we'll show you how to do this ane explain some of the details regarding how it works in practice.

Creating A Seek Query Based on Cases

When an agent wants to create Seek list based on cases, they can simply create or edit a query within that list and choose the "Case" option from the Object Type drop-down. When this is selected, a secondary dropdown will appear allowing the user to choose to dial on contacts or accounts related to cases:


("Case" option being selected on a Seek list)
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(Manage Area Code Groups - Main Page)
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When "Case" has been selected, all of the filters for the query will change to filter off of the case object.


(Filters for the query regarding the case object)
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Account Filter Options

Many users like to have the ability to adapt the filters for case lists using objects other than cases or custom objects. As such, we have arranged the system so that when a case list is created, the filter section will contain filter options for case fields AND account fields. Managers can narrow lists down by combining a number of account and case filters.


(A "Case" list with both case and account filter criteria)
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Filter criteria follows normal Salesforce protocol, where for a case to qualify for the list it must meet the criteria of ALL of the filters.

Dialing On Cases

The InsideSales.com system only allows leads, contacts, or accounts objects to actually be opened in the PowerDialer. When a list is created off of cases, each case will need to be related to a contact or account object.

When a user launches a case Seek List, the actual record that will open will be the contact or account related to the case. The case that met the list criteria will also be available to the user through an Iframe in the PowerDialer - however the actual dialing will take place on the contact or account (depending on the selectons made during list setup). Below we show an example of the PowerDialer interface a user would see when dialing a contact related to a case.


(An example of how the dialer will function when pulling in
cases when "Contact" is selected)

Click to view larger image.

Call Log Relationships

Agents can have their calls related to the case they are calling so that managers can track the progress they're making on their cases. Here's how call logging works for case-related Seek lists.

  • Calls placed to Case-Contact type lists in the PowerDialer will be related to both the contact and the case.
  • Calls placed to Case-Account type lists in the PowerDialer will be related only to the case.
  • Query Preview

    The Query Preview allows you to get a fast, at-a-glance view of how your dialer list queries are working. It shows you a new pop-up window with the advanced preview of the records the query will bring in.

    To get there, click the View Query Results button at the top of the Timeblock Query Editor page.


    (View Query Results Button)
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    From the preview page, you'll see a list of names in the order they would be set to be called, if the current query were run as designed.


    (Advanced Query Preview)
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    Notice the link in the far right column to view the qualifying filters. This will pop up an overlay that shows the criteria that caused the record to be found.


    (View Qualifying Filters)
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    Simulated Company Time

    This dropdown lets you check list results throughout the day, within the time parameters set for the query. This helps you see if records are included or excluded at certain times of the day, based on time zone exclusions, or if two or more queries overlap.


    (Simulated Company Time)
    Click to view larger image.

    Search Options

    The preview lets you search for records in the results by record name, and also filtered by owner. When you run a search, it will show the record, and its order in the queue.


    (Query Preview Search Options)
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    If the record is not found in the query, it will display a notice that the record did not meet the criteria, and show the query filter that created the exclusion.


    (Record Not Found in Query)
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    International Customers

    Launching the list in PowerDialer registers the list with the system, however you should close the PowerDialer window after you lauch and instead use the Click-to-Call panel.

    International customers should not use the PowerDialer window. That stand-alone PowerDialer component does not support international or special characters. Any records saved after opening in the PowerDialer will corrupt international characters within leads.

    The Click-to-Call panel does support international characters. After closing the PowerDialer, launch the list in the Click-to-Call panel:

    1. Click on the Settings icon.
    2. Select the Dialer List from the drop-down menu.
    3. Click Save.
    4. Use the Next Record Button to navigate the list. Click on phone numbers to call.

Release Notes

Find our most recent release notes.

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Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

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