Calling and workflow
Work a calling session and schedule follow-up
Use lead context, dispositions, callbacks, and call history consistently.
Prepare a calling session
Open Call Center with the appropriate role. Review the queue and lead before contacting the customer. Call sessions and logs track caller, lead, start/end time, duration, notes, disposition, and callback scheduling.
The workflow records calling activity; do not assume an integrated telephony dialer or automatic recording unless that feature is explicitly available in your deployment.
Record the outcome
Use the disposition that reflects the conversation and add a concise note. If a callback is agreed, record the actual requested time. If an appointment is set, verify it on the calendar and assign a salesperson.
- Confirm customer identity and current lead context.
- Complete the contact attempt using your supported calling method.
- Choose the appropriate disposition and save relevant notes.
- Check any automatic callback, DNC, invalid, stage, or queue change.
- Verify the call history entry before moving to the next lead.
Why a lead may not appear
A contact can be excluded by stage/source filters, calling window, callback timing, age, last-call timing, attempt limit, DNC state, or queue assignment. Compare the lead values with the queue settings before altering filters. Ask a manager to review a queue that appears unexpectedly empty.
Keep going
Schedule visits and record appointment outcomes
Keep the calendar, salesperson assignment, and result history aligned.
Read guideCreate, assign, snooze, and complete reminders
Make the next action visible and owned instead of leaving it in notes.
Read guideConfigure rules, calling queues, and dispositions
Route contacts predictably from intake through caller follow-up and sales.
Read guide