Parallel Dialer

FrontSpin has added the ability to dial up to 5 lines simultaneously for lists. The Parallel Dialer is able to have multiple active dials while automatically detecting if a live contact comes on the line. If that occurs, then the FrontSpin user will be directed to that Contact's page and will be connected to the contact. Meanwhile, any active dial sessions will complete with options to leave a Voicemail, a Callback Notice (If an additional contact answers at the same time), or to hang up the call after a certain length of ringing.

***It is important to note that only recorded voicemails and callback notices should be left for prospects who have opted into receiving this type of communication. Please see FrontSpin's Terms of Service for additional clarity.***

Admins, once Parallel Dialer has been activated on your tenant, you will be able to see the Parallel Dialer's Global Settings in: Settings>Your Organization>Parallel Dialer Settings:

Parallel Dialer Settings (Organization):

Total Number of Parallel Dialing Lines- This is the total number of additional lines available for your tenant to assign to users for use on the Parallel Dialer
Parallel Dialing Lines Assigned- This represents how many of the available lines have been assigned to users out of what is available to be assigned
Parallel Dialing Maximum Call Length- This number determines how long a call will ring for before ending the dial attempt. This is to prevent calls that go to contacts without a VM set up and having the sessions ring indefinitely.
Additional Parallel Dialer Settings:
- Users can leave Recorded Voicemail for prospects on Voicemail Machines- Enabling this allows users to leave a Recorded Voicemail for prospects. (Please ensure you are following local regulations regarding recorded messages to prospects)
- Users can leave Callback Notice Recordings for humans if multiple lines connect- Enabling this allows users to leave a Callback Notice when multiple contacts answer the dialer at the same time (Please ensure you are following local regulations regarding recorded messages to prospects)

Parallel Dialer Settings (User):

Admins will be able to enable and assign additional lines to users in the User Settings: Settings>User Settings> Users> (Edit User):

Enable Parallel Dialing- This will enable/disable the Parallel Dialer for the user
Total Number of Lines Assigned to User- Select between 2 to 5 lines available for the user to select for Parallel Dialing.

***Note, you will not be able to enable or add additional lines to users if there are no lines available to assign***

Parallel Dialer- List:

Users who have Parallel Dialer enabled will now see a new option from the 'List' page, next to the "Dial List", "Dial Step" options.

The drop down arrow next to the Dial options will present the user with:

Linear Dialer- Standard FrontSpin Dialer, one line dialed at a time. Clicking this will initiate the dialing session.
Parallel Dialer- New Parallel Dialing option, navigates to the Parallel Dialer Launcher before dial session begins.

Parallel Dialer- Launcher:

If the user selects the Parallel Dialer for their List dialing, then they will be presented with the Parallel Dialer Launcher, which has some settings it will ask before initiating the dialing session.

The top of the Launcher will show which list and playbook are being used for the selected Dialing Session.

Staggered Dial Length- User can define how many seconds the dialer will stagger the calls (5,10, or 15 seconds). This setting establishes minimal delay between each call while also maximizing potential pickup of prospects and connecting with those prospects.
# of Lines- The user can select the number of simultaneous lines being dialed with the parallel dialer. These options reflect what the admin has assigned to the user in user settings.
Voicemail Treatment:
- Voice Message- The user can select which Recorded Voicemail will be left for the prospect if the dialer reaches a Voicemail. These messages can be recorded in the Settings>Phone Settings> Voice Messages
- Call Result- The user selects what call result will be selected automatically for when a "Voice Message" is left in the Parallel Dialer session.
Callback Treatment:
- Callback Notice- The user can select which Recorded Callback Notice will be left for the prospect if the dialer reaches an additional person when already connected to a prospect. These messages can be recorded in the Settings>Phone Settings> Callback Notice
- Call Result: The user selects what call result will be selected automatically for when a "Callback Notice" is left in the Parallel Dialer session. **Admin may need to add a new call result for this type of call result**

Once the user has selected the settings they wish, click "Dial" to initiate the Parallel Dialing session.

Parallel Dialer- Active Session:

The Parallel Dialer will be located in the same location as the Linear (Standard) Dialer, but will now display multiple active dials occurring.

The Parallel Dialer will display the # of Lines active based on the Parallel Dialer Launcher setting that was selected (2 to 5 lines).

Each line will Display the Contact name being dialed, the line status, and how long the line has been active for. The possible status displayed are:

Dialing - FrontSpin is dialing the phone number for the contact
Ringing - The phone has been dialed and is actively ringing
On Deck - With the staggered settings, upcoming contacts who are next to be dialed
Available - the line is available, and will start dialing the next contact on the list
Detecting - The Parallel Dialer session has been answered by a person or by a machine, and the Parallel Dialer is detecting if it is a person or not
Connected - A live person has been detected, so they are being connected to the FrontSpin user (also navigating to their FrontSpin contact page)
Call Failed - An issue with dialing the phone number occurred and ringing was not possible. This call result will create a task with "Call Failed" as the disposition automatically
Leaving Voicemail - The Parallel Dialer has detected a Voicemail machine and will leave if Voicemail Recording if that setting is enabled. This call result will create a task with the selected call result as the disposition automatically
Callback Notice - The FrontSpin user has been connected to a live prospect, but an additional live contact also answered their phone. The selected Callback Notice will play (if enabled) and the contact will be next in queue t be dialed once their current call ends. This call result will create a task with the selected call result as the disposition automatically. **Multiple contacts can get this status and will be queued for after the current session ends**
Hangup - This is the result listed immediately after a line dialed session ends. Users may see it after Voicemails are left, after Callback Notice, or at the end of the Parallel Dialer sessions. It denotes the call on that line is ending
Queued - If a prospect receives the Callback Notice, they will then get the status of "Queued" and will be dialed after the current active sessions ends

Contact Timelines will display the call results from the automatic sessions as:

Left Voicemail:

Call Failed:

Callback Notice:

Important To Note:

The dial sessions will complete any active lines that are started even if the dialer is closed or the page is refreshed.
The normal call function will work with the Parallel Dialer: Hold, Mute, Add Call, etc
If Organizations have enabled "Required Call Results", the Parallel Dialer will comply to those settings for connected calls.
In reports, List Performance reports will reflect call activity done in the Parallel Dialer the same way it does for the Linear (Standard) dialer.
Again, it is important to note that only recorded voicemails and callback notices should be left for prospects who have opted into receiving this type of communication. Please see FrontSpin's Terms of Service for additional clarity. If you have any questions or concerns, please contract your Customer Success Manager at FrontSpin to discuss.

If you have any questions about this or need any help ensuring this is set up, please contact us by emailing support@frontspin.com.