The Preview Dialer system is ideal for reps that need to make a high volume of calls but need to dial at their own pace. Usually, B2B salespeople will leverage the preview dialer. Pairing the preview dialer with voicemail drop, automatic call logging, and local presence can increase productivity by as much as 300%.
You can import records directly from your Salesforce using reports, campaigns, list view, and high-velocity sales as data sources, or load the records manually.
Below you can find a guide on how to use this feature.
Attention: This feature is only available for PhoneIQ Agent users who have their PhoneIQ account integrated with Salesforce.
Step 1: First, start by clicking on the dial pad.
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 between importing the list from Salesforce or loading it manually.
In this step, we will show how to add a call list using Salesforce Views; this will automatically add all objects within your Salesforce View.
-Add a name to the list.
-Select a color tag.
-Select "Preview 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.
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.’
Only objects with a valid Phone Number 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.
Using the Preview Dialer
Once the list is uploaded, you will see the new call list and its records in PhoneIQ. Use the "Dial Next Call" button to dial through the list.
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).
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.
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.
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."
Add Call List objects 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.