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The CRM Dialer's outbound call queue feature enables you to make calls to leads in quick succession without having to dial each lead's number.
After a call is completed, the Dialer automatically calls the next lead in the queue after a 1-minute pause.
If needed, you can also jump to the next call right away or pause the queue until you're ready to resume the calls.
Creating An Outbound Call Queue
To create a new call queue open the My Leads page, select the leads to add to the queue, and click the Create Call Queue option under Actions:
In the popup which appears enter the queue title, assign the queue to a user, and click Create:
The call queue is now saved and a confirmation message is shown in the top-right corner:
Editing the Call Queue
To open a call queue click on the Call Queue option near the bottom of the Dialer:
Your most recent call queue is now shown in the Dialer.
If needed, you can switch to a different call queue using the dropdown menu near the top of the Dialer:
Use the lead shortcuts on the right of every lead to skip a call, remove a call from the queue. or to change the order of the calls by moving a lead up or down in the queue list:
The lead's phone numbers are pulled from the lead phone fields.
If a lead has multiple phone numbers saved, you can choose the appropriate number to dial by clicking on the triangle icon and selecting the right number:
To delete a call queue, click on the delete icon shown next to the Start button:
Note: To remove leads or call queues you will need to have appropriate permission set up in your user class.
Playing The Call Queue
To play the queue click the Start button:
The Dialer now switches to play mode and will place the first call in 60 seconds.
The name of the lead currently being called is displayed below the player controls.
You can use the controls to pause the player or to move on to the next or previous lead in the queue:
Below the player controls you'll find shortcuts to create or view lead notes, add a new calendar event, or change the lead's status:
Here is a screenshot of a call in progress:
After each call is completed a 60-second countdown begins before the next call is placed automatically.
Just below the countdown timer, you can find the name of the next lead that will be called and their phone number:
If you need more time before the next call is placed hit the Pause button and the countdown stops.
To resume your calls again hit the Resume button and the next call will be placed automatically:
Note: To increase the chances of leads answering your calls you can enable the Local Presence feature. When enabled, all outbound calls show up as a local phone number on the prospect's caller ID.
More info: Local Presence
Call Queue Player Widget
While you are calling a lead, the Dialer's Player Widget is automatically shown in the lead widgets section on the right side:
You can continue making your calls using just the player widget and not the Dialer window.
After completing a call, the widget automatically opens the next lead in the queue after 60 seconds.
5 seconds after that, the next call is placed automatically.