Calling
The power dialer
A rep presses Call Next and the system decides who to ring. That decision is the product, so it is worth knowing how it is made.
How the queue picks
Every lead in a campaign is an enrolment with a state. The queue looks for enrolments that are due, in the campaign the rep is working, and whose next step is a call, and hands back the one that has been waiting longest.
A lead becomes due again after its cooldown, which is four hours by default. So a rep who gets no answer at ten in the morning will see that lead again in the afternoon, not thirty seconds later.
Without a cadence, a lead is tried three times and then closed. With a cadence, the plan decides. See Cadences.
Dispositions
Every call ends with an outcome. The disposition is not paperwork: it is what tells the queue what to do next, and it is what decides whether Montana spends money reviewing the call.
| Outcome | What happens next |
|---|---|
| No answer, busy, voicemail | Back in the queue after the cooldown, until the attempts run out. |
| Callback | Comes back at the time the rep set, and only then. |
| Interested, meeting booked | Leaves the dial queue. Montana reviews the call. |
| Not interested, wrong number | Closed. No further attempts. |
| Do not call | Closed, and the number is added to the DNC list for the whole workspace. |
Manual dial
Anything not in a campaign: a number typed in, a callback from a note, a lead someone mentioned. It uses the same caller ID and records the same way, and the call still lands on the account timeline if the number matches one we know.
Inbound
Your numbers receive as well as send. An inbound call is matched to a company by the number it came from, so the rep who answers sees who it is and what was last said to them. Inbound is never blocked by a usage limit: someone calling you back is the point of the exercise.