What is Multiplayer Dialing?

Multiplayer Dialing is a mode available for all integrations that allows multiple reps to dial the same list, without accidentally calling the same people at the same time.

The primary uses would be Salesforce Reports and Hubspot Lists (Segments)

We would greatly appreciate your feedback and appreciate you creating a ticket with as much info as possible if you encounter an issue.

As an Admin, how to configure Multiplayer Dialing?

1. Navigate to your Orum Admin settings

2. Select Integrations Section

3. Select the Integration Type (ex. Salesforce)

4. Navigate to “Multi-rep dialing”

5. Enable multi-rep dialing

6. Configure Prospect Reservation Timeout 

   1. Reservation Time Unit: Day or Hour

   2. Enter Duration - Number: Reservation length must be a positive integer.

Orum Multiplayer in Action:

As soon as a user starts calling a contact in the list, that contact is “reserved” for the amount of time you have configured, and cannot be called again by that user or anyone else when power or parallel dialing.

Important Considerations:

You will need to determine your preferred method of making sure prospects you don’t want to speak to are not called again after the reservation timeout.

In Salesforce, we recommend using lead status automation such as this one.

Important Reminder - Orum disposition “Remove” automations only function at the rep level.

Standard best practice for reservation time is 1 Day

FAQ:

What does “reserved” mean?

Reserved means a user has called or attempted to call that contact. Click to call will not reserve

How does Prospect Reservation Timeout work?

After a reservation is initiated (a call attempt to the prospect) it will time out according to the admin’s Multi-Rep Dialing setting. For example, a 1-day setting expires 1 calendar day after the rep initiates the call. After this, other reps are free to make a new reservation (attempt a call).

Do cancelled parallel calls reserve the prospect?

Yes

Will reservations apply to the Salesforce or Hubspot API limits?

Yes - You should have a way of removing contacts from the list such as a cross filter to remove contacts with call activity today. This will allow reps to then reset and get a large batch of new prospects pulled in. For example, salesforce will only send 2,000 contacts from a report via their API, so if a contact is still on the report and is reserved, it may clog your dialing list if you are a high volume team.

How do you undo or reset reservations?

Reservations can not be removed until they expire, but you can click to call while a prospect is reserved. This can be done in list view or via search.

Does clicking to call reserve contacts?

Clicking to Call does not reserve contacts. This function is intended for power and parallel dialing.

If I change the reservation time period, will it affect already reserved contacts?

No, it will only affect contacts called going forward, and will not retroactively modify reservations.