For your agents to make automatic outbound calls with Personal Connection, you must first enable the Personal Connection feature.
- Contact your Customer Success Manager to enable Personal Connection in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
- Create a Personal Connection outbound phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in Central. Enable screen pops in the skill and assign the skill to the agents who will use Personal Connection.
- Upload a calling list in Central or through Proactive XS. It is highly recommended that you generate your call lists with the Salesforce IDs. This will enable generating screen pops from a unique external ID rather than through the default ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call. query in Salesforce. Alternately, you can also use query variables in your IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script to control what the Agent for Salesforce searches for in the query.
- Go into Skill Control in
