Salesforce Powerdialer FAQS

Dialpad's Salesforce Powerdialer is a robust feature. Don't worry, we're here to help with your questions!

Let's take a look at the most common questions,

Which objects are added?

The following objects are added to your Salesforce instance by the Dialpad for Salesforce package.

• Dialpad Activity Log: Keeps a log of activities performed in Dialpad – List Update, Record Dialed, Record(s) Added, Record(s) Removed
• Dialpad Agents: Creates a reference to Dialpad reps that can be assigned to lists
• Dialpad Contact Center: Creates a reference to Dialpad Call Centres that can be assigned to lists
• Dialpad Exception Handling: Keeps a log of runtime exceptions. Helps in debugging/troubleshooting
• Dialpad List: Creates the list object for holding records to be powerdialed
• Dialpad List Assignment Junction: SFDC junction object that contains list assignment information
• Dialpad List Filter: Stores the filters defined for the list
• Dialpad LOAC: Contains information on the list that a record is assigned to. 
• Dialpad Record Queue: Used to aggregate inserted and updated records for a particular amount of time and process them in bulk after aggregation

What is a LOAC?

LOAC is an acronym for Lead Opportunity Account Contact.  This custom object is a junction object between Lead, Opportunity, Account, and Contact to the Dialpad PowerDailer list. LOAC records mainly represent the PowerDialer records, and contain details such as the number of times the record is dialed, remaining count, last dialed, and next dial.

Can I use any Dialpad for Salesforce app to powerdial?

No. Powerdialer must be used in the Salesforce Lightning CTI.

How many jobs does Dialpad run inside the Powerdialer?

Dialpad runs 9 jobs inside Salesforce for the Powerdialer:

• QueueLOACRecordDeletion: This class updates the status of records and inserts new records in the record processing queue. This class also calls future method to delete records from LOAC.
• QueueableRecordAssignment: This class creates an entry for the inserted/updated Lead/Account/Opportunity/Contact records on the Dialpad Record Queue
• DialpadRecordAssignmentBatchInsert: This batch picks the inserted Lead/Account/Opportunity/Contact records from the Dialpad Record Processing Queue and populates the Dialpad LOAC records based on records matching the lists.
• DialpadRecordAssignmentBatchUpdate: This batch picks the updated Lead/Account/Opportunity/Contact records from the Dialpad Record Processing Queue and populates the Dialpad LOAC records based on records matching the lists.
• DelegatorSchedulable: This job is used to schedule the execution of DialpadRecordAssignmentBatchInsert and DialpadRecordAssignmentBatchUpdate if scheduling is the last option in the given context.
• DeleteOrphanedListChildRecords: This batch is responsible for deleting the records from Dialpad LOAC object for the lists that are deleted from the system.
• Dialpad_NightlyUpdateBatch: This job runs nightly and is responsible for moving records in and out of the list which use reference date filters like TODAY, YESTERDAY, LAST 10 DAYS, etc.
• DialpadListDeletionBatch: This batch deletes the given list of sObject IDs from the junction Dialpad_LOAC__c object when a list is saved with changed filters.
• Dialpad_UpdateRematchedRecordsBatch: This batch undeletes the given list of sObject IDs from the junction Dialpad_LOAC__c object when an already deleted record rematches a list after changing filters.

How many API calls are made in a phone call?

Typically, there are 10-15 API calls per phone call.

We make an API call to find out if a rep has records assigned to them for dialing, and an API call for each record that is dialed out. Additionally, there are more API calls made to Salesforce when the call is logged, and the activity is updated. 

How can I tell which list a record dialed from?

Each record dialed out of a list will have a custom field from the LOAC object (Dialpad__Powerdialer_Dialed_List__c) that states the list name from which the record was dialed.

What does ‘Component Error’ mean?

If you can't create a list or save a comment, this is likely due to your permission set. Please check your permissions in Salesforce under Setup >Users.

Why is the number of call attempts negative?

The number of call attempts can go negative if there is one attempt remaining and two users are given the same record.

Does the cloning also duplicate the “Filter Criteria” of the parent list?

Yes, the clone list will have all the filter criteria copied from the parent list. Don't worry, this criteria is not locked, you can always make changes as needed. 

Why is there a 5-minute block before I can call a record again?

The 5-minute timer is set to prevent two or more reps from calling the same person. 

The timer can be longer, or shorter. To update the timer, head to your Powerdialer setup. 

• Select Custom Settings
• Navigate to Dialpad Custom Setting
• Select Manage
• Edit the“Dialpad Namespace”  record 
• Update the value of  “Call Threshold Time” 

How does Local Presence work with the Powerdialer?

Local Presence will match the area code of who you're calling.

If the area code being dialed is not in the Local Presence number bundle, Dialpad will try to find a nearby area code in your purchased bundle based on a LATA (Local Access and Transport Area) lookup. This lookup occurs automatically, and if no suitable area codes are available in the bundle, Dialpad will default to the Contact Center area code.

How come sometimes when I filter by date, I see data from the date selected and the date prior?

Your list might be in an inactive state. Try saving the list again, which will re-fetch the records from the database and update the last activity column accordingly.

For example, say today is April 4, 2023, and you've selected to display data older than 4th February 2023, i.e. (LastActivity less than LAST 60 DAYS). If you're seeing data from April 3rd AND 4th, save your list again to resolve the issue.

Do I need a special license to use this integration?

This integration is available to all Ai Sales users on Pro and Enterprise plans.

Can I create a list based on tasks that look against the parent object?

No yet. Lists can only be created with Leads, Contacts, Accounts, or Opportunities.

Can I create a list based on custom objects?

We currently do not support list creation based on custom objects.

Can I use the SFDC Classic integration or Dialpad Desktop app?

Because of the nature of the Powerdialer and the contextual information that we present to the user, we limit the Powerdialer to the Salesforce Lightning CTI.

Can I make updates to static lists after they've been created?

It's still possible to change the filters to update static lists. Static lists are static only for real-time updates. Dynamic lists automatically add records when a record matches the filtering criteria but static lists do not.

Why did my call not log as an activity?

We require an exact match to log calls to the record. If there are multiple matches found for the number that is being dialed out, we ask users to select a record to log the call against. If a call isn't logged, the number likely had multiple matches in Salesforce.

The Powerdialer stopped because the number was invalid. What makes a number invalid?

We prefer numbers in the E.164 format. If a number is not in that format, we will attempt a call based on the country they are set up inside Dialpad. In case of failures, we will stop the Powerdialer to allow the rep to update the phone number and retry.

I am unable to place calls because there is no microphone detected. What do I need to enable?

Confirm that the browser you're using has permission to use the microphone. Here are instructions for Chrome and Firefox.

Can I use the Powerdialer to dial internationally?

Yes! International dialing requires the use of calling credits and numbers to be dialed in the E.164 format. Please work with your Dialpad Admin to enable calling credits.

Why did the same record get dialed out again?

We will dial out records again if the 'No of Times Dialed' hasn't reached zero and if there aren't any filtering criteria that take the records out of a list. To filter our records, we suggest setting the filtering criteria on an attribute that can be updated after the call is placed. E.g. A follow-up date that lets you drop the record from a list.

I keep getting a message saying 'Dialpad could not reach a number' even though the number is active?

The message is played if Dialpad attempted dialing out to the number but couldn't due to one of the following reasons:

• The number is busy
• The number is in a zone where a call cannot be reached
• The number didn't answer within 30 seconds
• The carrier/user has marked the number as spam

Why are calls taking so long to load?

Calls can take up to 10 seconds to load and connect as we depend on Salesforce to provide the number and carriers to connect the call. The speed at which Salesforce vends the record depends on the capacity and other processes running on the Salesforce instance. Please reach out to Salesforce for any capacity questions./p>

What happens if a call was canceled by the Agent before the call connects?

If a call was manually canceled by the agent before the call connected, the record will be added back to the list until the call is successfully connected to the customer. There is no retry limit.

Salesforce isn’t able to load the opportunity or account. What is happening?

Please reach out to your Salesforce admin to confirm whether you have access to those records.

I can’t find the button to do a ‘Voicemail Drop’. How can I enable it?

Please refer to this article to enable Voicemail Drop.

Why didn’t records matching a list criteria not get added?

Dialpad runs jobs inside Salesforce that look for records to match prospective lists. Please reach out to your Salesforce admin to confirm that the jobs haven’t been ended or stopped due to other processes. Additionally, note that records might take about 10 minutes to be added to a list.

Why do I see both the contact and account timezones on the account page?

You'll see both timezones when the personal account option is selected. This provides the ability to add both a contact and account timezone. 

If the account record is in Asia and the Salesforce instance is set to GMT, which timezone will be used?

The account record timezone will take precedence over the Salesforce instance. 

Does the timezone of the Salesforce instance affect the new timezone field on records?

No. The timezone field in a record takes precedence. 

Why can't I create a list?

You must have the Dialpad For Salesforce - Administrator permission set in order to create a list.