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      1. Onboarding Guide
      2. Getting Started with Outbound
      3. Projects

      What are the Calling methods settings in Outbound Projects?

      Progressive and Preview dialing. Manual dialing. Contact list dialing.

      There are, broadly, three common calling methods: Automatic, Manual and Contact list dial. The automatic dialing mode works through your contact list calling contacts and offering those calls to agents. It is further divided into Progressive and Preview.

      • Progressive,. When an agent finishes a call, the next call will be offered to them immediately.  
      • Preview. When an agent finishes a call, the next contact will be offered to them, but the agent must click the call button to dial.
      • Agent selection. The agent can choose to work with Progressive or Preview calling. Agents working with Omni make this choice when selecting the project they will be working on.
      • Hide 'skip and remove' button. By default, when working in progressive dialer mode, agents may skip a contact offered to them, finalising with the Skip and remove button. This can be useful if contacts in the contact list might not have phone numbers. If you tick this option, agents will only be able to skip a contact with Next contact, they cannot also finalise it. 
      • Contact preview frame URL. If you put a web address into this field, that site will appear as a banner across the top of the contact preview in progressive dialer. You can pass information to this site using URL Variables. The height of this banner is determined by Frame height.

      An example of the Agent interface with the Contact preview frame showing the LeadDesk main site:

      • Manual. Allows agents to place calls to any phone number, without it being on a contact list. If enabled, agents can type the number and place the call. Agents working in the Omni interface will also be able to manually send emails this way.
      • Contact list dial. If this is enabled, the agent can select a contact from one of the contact lists associated with this project and click the call icon to place a call to that contact.
      • B2B call view. If your environment has B2B enabled, this option lets you add it to your agents' interface.
      • External phone (simulated call). Allows agents to make simulated calls, to record time spent working on behalf of a contact, without actually calling them.

      Next

      Now review the contact settings. See What are the Contact settings in Outbound projects?