Use Personal Connection in Salesforce Agent Lightning

Click the Availability Status bar and select a Personal Connection ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge that your administrator has assigned to you.
Personal Connection begins delivering outbound calls to you. Personal Connection can be configured by your administrator to dial as many as three calls for you at once.

A call populates in the console containing the name of the contact. It indicates the status of the call as Dialing, Ringing, AMD (Answering Machine Detection), or Active. When the call reaches AMD status, you receive a screen pop containing information about the contact. Value one and Value two are configured by your administrator to display information about the contact.
If your administrator has enabled preview dialing for Proactive Voice dialing, you have several options to handle the call:
1. Click Accept (indicated by the check icon), and Personal Connection places a call to the contact.
2. Click Requeue (indicated by the X icon) to send the call back to the queue for the skill.
3. Click Reschedule (indicated by the calendar icon) to select a new date, time, and time zone to place the call.
  
  This call is delivered to you as a callback which looks similar to any other inbound call with only a few differences. There will be a marquee message displaying the callback number which will only appear for five seconds, but can be viewed again by going to agent messages.
4. Click Snooze (indicated by the clock icon) to return the call to your personal queue.
If an answering or fax machine picks up the call, you can wait for Personal Connection to detect the machine or bad number and close the connection for you, or you can save time by closing it manually.
1. To close a connection as an answering machine, click Answering Machine (indicated by the voicemail icon).
2. To close a connection as a fax, click Fax (indicated by the printer icon).
3. To skip the entire bad number message and quickly move on to the next call, click Bad Number (indicated by the phone and downward facing arrow icon).
When you are done marking the number as an answering machine or fax machine, Personal Connection delivers the next call most likely to be answered.

When a live contact answers a call, you can begin speaking. If more than one contact answers your assigned set of calls, the additional calls are automatically routed to an unoccupied agent's queue.

From this point on, the phone call functions as a regular outbound call, and you can perform any of the normal call functions. Every time a Personal Connection call ends, you will hear the call that is most likely to be answered next.

If your administrator configured screen pops, a panel opens when a contact answers with a Contact History tab, which displays basic information about the contact, and an Attempts tab.

Learn more about a screen pop's Attempts History tab:

If your administrator configures the Personal Connection dialer so that you handle all interactions with a contact, your dialer screen pop includes an Attempts History tab. It contains details about each method of communication with the contact and about each attempt made to connect to the contact.

Field	Details
Destination Description	The name of the destination being attempted.
Destination Value	The actual destination being attempted. It could be the contact's phone number, SMS number, or email address.
Attempts	The number of attempts made on this destination compared to the maximum attempts that can be made on the destination. For example, 5/10 means that this is the fifth attempt on the destination and up to 10 attempts will occur before the dialer retires the contact.
Available Time	The time at which the destination became available for this attempt. If the destination is ready for calling at the time the preview window appears, this field says Now.
Last Presentation	The date and time at which the last presentation of the preview window on this destination occurred.
Last Outcome	The result of the last attempt on the destination.
Unavailable Reason	If the contact was unavailable, the reason the contact was unavailable. It is one of the following: Exhausted — The phone number or email address was attempted the maximum number of times. Finalized — The contact's record expired. DNC — The contact requested to be added to the do not call (DNC) list. Last Outcome Not Active for Calling — The last attempt on the phone number ended in a way that prevented the dialer from trying it again this time. Destination Not Active — The phone number or email address is inactive. Max Answering Machine Detections — The phone number reached an answering machine the maximum number of times. Destination Not in Cadence — An administrator needs to add this phone number to the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge cadence. Presented — The dialer presented the record but the agent rejected it.

Attempt Report

Attempt	Each listed attempt begins with the attempt number for the destination and the Destination Description of the attempt. For example, the first attempt on a destination called PhoneNumber might say Attempt 1 (PhoneNumber) in bold text.
Date	The date and time at which the attempt occurred in the format MM/DD/YYYY HH:MM:SS.
Attempt Outcome	The result of the attempt on the destination.

When you finish making outbound calls, click the skill panel and select Logout.

Reschedule a Personal Connection Call

If your administrator configured preview Personal Connection dialing with the Reschedule button available, you can reschedule a call from the preview window. The Personal Connection dialer tries to initiate the call again at the date and time you select. This call is delivered to you as a callback which looks similar to any other inbound call with only a few differences. There will be a marquee message displaying the callback number which will only appear for five seconds, but can be viewed again by going to agent messages.

When the preview window appears, click Reschedule.
If you want to call the contact at a different number from the one that appears in the phone number field, modify it.
Specify whether you want the dialer to deliver the call to you specifically or to anyone who is available in this ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge when the scheduled time arrives. The default is Me.
Specify the date and time you want the dialer to attempt to call the contact. Set the time zone to the one you had in mind when you chose the date and time to ensure that the dialer attempts the call at the correct time.
Type any notes you have about the scheduled call in the Notes field. This can be helpful to remind yourself or another agent of information about the contact.
Click Save.