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The CRM Dialer enables you to create outbound call queues and assign them to sales reps.
The call queues help your reps place calls to leads in quick succession without having to dial each lead's number.
After a call is completed, the Dialer automatically dials the next lead in the queue after a 1-minute pause.
If needed, the sales reps can also jump to the next call right away or pause the queue until ready to resume the calls.
Creating An Outbound Call Queue
To create a new call queue click on Leads > My Leads in the top navigation bar:
Use the lead filter on the right side to find and select the leads that you want to add to the call queue, and click Create Call Queue:
In the popup which appears add a title for your queue and assign the appropriate user:
If the queue is successfully created a confirmation message will be shown in the top-right corner:
Editing the Call Queue
To view a queue in the Dialer, click on the Call Queue option near the bottom of the Dialer:
The Dialer will now show the call queue.
You can use the top dropdown menu to switch to another call queue (if multiple queues were created):
Within the call queue, you can change the order of the leads to call, change the leads' phone numbers, and skip or delete leads from the queue.
To change the order of the leads in the queue, simply drag and drop leads to rearrange them. Each time you move a lead the change is saved automatically.
If you wish to skip a specific lead when the queue starts to play, click on the checkbox button for that lead:
To undo the change click on the button again and the lead will become active again:
To change a lead's phone number click on the triangle icon next to the phone number, and select a different number:
The numbers displayed in the dropdown are pulled from the available phone fields on your lead.
To remove a lead from your call queue, click on the delete icon:
To delete the whole queue, click on the delete icon shown next to the Start button:
Note: To remove leads or 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 manually:
Below the player controls you'll find shortcuts to create or view lead notes, add a new calendar event, or change the current lead's status:
Here is a screenshot of a call in progress:
After each call is completed a 60-second countdown will begin 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 will stop.
To resume your calls again hit the Resume button and the next call will be placed automatically:
Quick Tip: To increase the chances of leads answering your calls you can enable the Local Presence feature.
When enabled all outbound calls will show up on the prospect's caller ID as a local phone number.
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.
The widget's controls also allow you to move forward or backward between the leads in the queue, and pause or resume the player:
The buttons at the bottom of the widget allow you to hang-up or mute the call, and open the keypad:
Importing Leads To Call Queue
Creating a new call queue can be easily done right after importing a new batch of leads using the Lead Importer.
Once the import is completed, click on the Total Leads Imported number shown in the Finished Imports report:
Your newly imported leads are now shown in the My Leads By Status State page from where you can select them and add to a new call queue using the same procedure as before: