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Salesforce CTI & Integration Guide
PhoneIQ Softphone Features
Using the PhoneIQ Power & Preview Dialer for Outbound Campaigns
Using the PhoneIQ Power & Preview Dialer for Outbound Campaigns

Leverage automated and preview dialing to boost outbound connections

Juan Manchoulas avatar
Written by Juan Manchoulas
Updated over a week ago

Understanding key differences between Power Dialer and Preview Dialer

Power Dialer:

A power dialer is an automated outbound dialing system. It removes the option for your rep to decide when the next call is dialed. The dialer will automatically initiate the next call in the list once the “wrap up time” allocated for after-call work tasks is completed. This removes the wait time between calls and significantly increases the rate at which your call center dials out. 

Best suited for:

Reps handling calls that are very similar and would benefit from having the system deliver the calls automatically to them.

Preview Dialer:

When using preview dialing mode, a rep will be presented with a list of contacts which she can manage and modify, but it is up to her to decide when to initiate the next call. When paired with Salesforce, a good preview dialer will enable the rep to quickly screen pop into the correct record either during or before each call to conduct research. 

Best suited for:

Complex sales scenarios like Enterprise sales, where some research is required before each call.

Do you offer Predictive or multi-line dialers? 

No, we don't.

Using the PhoneIQ Dialer as an end-user

Requirements: The user must have an active PhoneIQ Agent License.

Step 1. Once logged in to the Salesforce CTI: open the softphone, select the "Call lists" tab and click "Add New Call List."

Step 2. Complete the new call list form by adding a "name" to the list, selecting a color, your dialing system (Preview or Power Dialing), and importing contacts/leads/accounts to the list using Salesforce List Views. If you don't want to import a dialing list at this time, you can add contacts manually to the list (contact sync should be enabled).

Step 3. Once created, select the desired list to begin and:
a) If using Power Dialer select "Start Session."
b) If using Preview Dialer select "Dial next call."
If screen pop is enabled, new calls will automatically pop the corresponding record in Salesforce.
If automations are enabled, calls will be automatically logged in Salesforce.

Power Dialer Controls

After you start a dialing session, the power dialer (blue bar) will appear on the top part of the screen, with the following 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 promoted 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. 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.

Edit & Refresh Lists:

  • Edit the call lists import criteria.

  • Use the refresh button to restart the call list based on records from the selected List View.

  • You can re-order objects using drag & drop or by clicking the three dots on the right and "selecting move to top" or "move to bottom." You can also delete objects from the call list.

  • Make sure you are not on an active power dialing session to perform one of these operations.

Setting the wrap-up time between outbound calls for the Power Dialer

Step 1. Access the admin portal, select the locations app > Click "call settings" > Outbound Dialers.
Step 2. Click "Create power dialer."
Step 3. Select the department to which you want to assign the wrap-up time and select the desired wrap-up time in seconds.

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