Interaction Dialer in PureConnect for Salesforce

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Customers who already have the Interaction Dialer add-on for CIC can harness the power of CIC’s predictive dialer capabilities to automate sophisticated call campaigns in PureConnect for Salesforce.

For information about types of campaigns, requirements, and configuration, see the PureConnect for Salesforce Integration Administrator's Guide.

Log in and out of campaigns

Agents can log in to Interaction Dialer campaigns to receive calls through PureConnect for Salesforce.

• Log in to campaign
• Log out of campaign

Agent statuses and breaks

When logged in to Interaction Dialer, agent statuses are restricted and automatically change depending on the campaign call status. To prevent disruptions to campaign calls, agents must request breaks.

• Agent statuses
• Request a break

Work with campaign calls

For each outbound call, call attributes and details from the call list record provide basic information about the contact. The integration can concurrently look up the contact in Salesforce and display the appropriate record to the agent. At the end of each call, the agent must select a call outcome (disposition) before taking another call.

• Place an outbound call
• Schedule a callback
• End a call