The Power Dialer system is ideal for reps making a large volume of calls without manually dialing each contact, lead or account. Using the power dialer paired with voicemail drop, automatic call logging, and local presence can increase meaningful connections by as much as 4x.
You can import contacts, leads, or accounts directly from your Salesforce using list views, reports, campaigns as data sources, even import call steps from High-Velocity Sales or manually create your call list.
Below you'll find a guide on how to use the PhoneIQ Power Dialer for Salesforce.
Attention: This feature is only available for PhoneIQ Agent users who have their PhoneIQ account integrated with Salesforce, and it must be enabled and configured by the organization's administrator.
Step 1: First, start by clicking on the dial pad icon on the left.
Step 2: The next step is to go to ‘Call Lists’ and click on ‘Add new call list.’
Step 3: Create a new call list
When adding a new call list, you can choose to import records from Salesforce using List Views, Report, Campaigns, High-Velocity Sales or manually creating the list.
In this step, we will show how to add a call list using Salesforce; this will automatically add all objects within the list view, campaign, report, or HVS Call steps.
-Add a name to the list.
-Select a color tag.
-Select "Power Dialer" as Dialing System
Once you select the data source from where we should import records, new fields will be displayed to be completed:
Select import source. This can be Salesforce List view, campaign, reports, High-Velocity Sales or manual list. A drop-down menu will display all the available options. To simplify, we'll take as an example "reports".
Select object criteria to import. These can be Leads, Contacts, and Accounts.
*In the case of using Salesforce List views, you can choose between Leads, Contacts, Accounts, Opportunities, and High-Velocity Sales (if HVS is enabled for your account). Once you select the import criteria, choose the list view from which you want to load objects into the list. Make sure the list is shared in Salesforce and visible through the API.
Select Sorting Criteria (Name, Timezone, Default, or Created Date for list views). If you select timezone, PhoneIQ will automatically calculate the timezone of a record by using the primary number's area code. You can edit and change the timezone of a record from PhoneIQ.
*The timezone needs to be activated first from the preferences in the Admin.
Select Order Criteria (Ascendant, Descendant, or Default.).
Select Call List Size and Max Pool Size.
Max Pool size determines the total number of records you want to import from Salesforce into PhoneIQ. While, Call List Size, is the amount of those records shown on the call list for the agent to dial.
In this example, we will import 50 records to PhoneIQ and only 10 of them will be shown in the call list.
Checkbox: Get contacts from the pool automatically. This means that when the agent finishes calling the 10 records, the dialer will pull 10 more records from the pool.
After you complete all the fields, click on ‘Save call list.’
Important Notes:
Only objects with a valid Phone Number and a First Name will be imported into the call list. PhoneIQ will check for valid phone numbers on the two fields selected during contact sync.
When selecting Opportunities as the import criteria, PhoneIQ imports "Contacts" marked within the "Contact Role" section in Salesforce. We recommend marking one contact as a primary contact.
Managing the call list
You can edit the call list by click on the pencil icon. Select the desired call list to access the control buttons on the top part of the screen.
Call list stats
Monitor how many calls were successfully processed (called), pending (sitting in the call list), awaiting distribution (still in the pool) or deleted (manually deleted from the call list by the rep).
Refresh pool
If you need to start from scratch, click on the lightning icon and then click the "Refresh pool" button and PhoneIQ will reset the list and pull records from the selected Salesforce data source.
Get more records
To get additional records from the pool, select the reload icon. This will pull new records from the pool and into the call list to be dialed. If you have selected the checkbox Get contacts from pool automatically when creating the call list, this will be done automatically once all records in a call list were processed.
Delete Call
To delete a record from the call list, select the three dots on the right corner and then select delete call. Once it's done, you can see it reflected in the call list stats.
Reorder records
You can re-order records using drag & drop or by clicking the three dots on the right and selecting "move to top" or "move to bottom."
Starting a power dialing session
To start a new session or renew an existing one, click on the call list and select the "Start Session" or "Resume Session" button.
Once the session is started a blue bar will appear on the top of the screen, with some key controls:
Pause Session: Will pause the dialing session.
Leave Session: Will end the current session, which can be resumed at any time.
Dial Next Call: Will allow the agent to skip the wrap-up time and jump to the next call. Once the wrap-up time is finished, the dialer will automatically call the next record.
Call List Name: Will provide a shortcut to navigate to the call list from anywhere on the PhoneIQ application.
After a call is finished, the agent will be prompted to add comments, tags, and after-call work, if enabled (disposition code, call purpose, and caller mood).
Retry call:
Agents will also have the option to retry a call. This feature will allow the agent to trigger a new call attempt to the same record, whether it was a connected or canceled call. E.g.: this feature is useful if an agent dialed a business number and wants to try a personal number next before moving to the next record on the list.
The retry button will provide all the numbers available in Salesforce for that specific record.
Finally, if you make an outbound call manually or If you receive an inbound call while in an active session (but not during an active call), the power dialing session will be paused automatically.
Add Objects to a Call List manually
Click ‘Add new call list,’ and select the manual call list from the dropdown menu.
Since you didn’t import the records from Salesforce, you will be able to add records manually to the call list.
Administrator Set-Up:
Step 1: Log in to the administration panel with your admin credentials, then navigate to 'Call Settings.'
Step 2: Navigate to 'Outbound Dialer'; from there, you will be able to edit existing rules and create new Power Dialer rules for different departments.
Step 3: Inside 'Outbound Dialer', you can create, edit and delete Power Dialer settings for your different departments.
Create: To create a new power dialer click on "Create new power dialer" and select the department and wrap-up time. The wrap-up time is the amount of time in seconds between each call.
Delete: To delete the Power Dialer rule, hover over the list, click the dropdown menu on the right, and select delete.
