Working the power dialer (and what queue order and cooldown are for)
Two settings exist purely to stop reps colliding: queue order can give each rep a different order, and the 1-hour cooldown hides anyone a teammate just dialled. On a team, getting either wrong means calling the same leads twice.
Who this is for
Anyone dialling, and especially any team where more than one person can reach the same lead.
Queue order (the button that used to say Shuffle)
The button reads *Queue order: Newest first* or *Queue order: Random per rep*, and clicking it swaps between the two. It changes nothing about WHICH leads you get. Only the order they come at you in.
**Newest first** puts the freshest lead at the top, and it is the same order for everyone on the team, so every rep starts at the top and works down the same leads. On a team that's a collision machine, and it's particularly bad in a setter/closer setup where both roles land on the same lead simultaneously.
**Random per rep** gives each rep their own order, re-rolled every time you hit Reload. Two reps loading at the same moment get different orders, so nobody is queued behind anybody.
Solo, it matters much less; newest-first is a reasonable choice when you're the only caller.
The 1-hour cooldown
With it ON, any lead that *any* rep dialled in the last hour is hidden from your queue. That stops a lead being called twice in quick succession, which reads as harassment from the lead's side and burns the contact.
Turning it off is occasionally right, a small team working a tight list where you're coordinating verbally, but the default should be on.
Disposition as you go
The disposition you set after a call is not paperwork; it's the control that decides whether the AI keeps texting this person, whether they re-enter the queue, and where they sit in the pipeline. Dialling forty leads and dispositioning none makes the next day's queue worse than the one you just worked.
How this differs by setup
Solo agent You run everything yourself.
Captive agency The agency owns the numbers, the A2P brand and the bill.
Independent agent You're in an agency but buy your own number and register your own EIN.
Troubleshooting
| Two reps keep calling the same lead | Queue order is on newest-first, the same order for everyone, or the cooldown is off. Set queue order to random per rep, and turn the cooldown on. The random order re-rolls per rep on every reload; the cooldown hides recently-dialled leads. |
|---|---|
| Queue looks empty or much shorter than expected | Cooldown is hiding leads a teammate dialled within the hour, or a campaign filter is applied. Check the campaign filter first, then consider whether the cooldown is doing its job correctly. |
| Call connects but there's no audio | Browser microphone permission. See the inbound/outbound calling guide. |
Related
Where this lives in the app
This is documentation for Virtual Closer. Book a walkthrough or sign in.