The contacts toolbar has a row of filters. Most of them change which contacts get dialed, not just which are listed. Every dial batch is fetched with the filters that are active at that moment, so changing a filter mid-session changes who is called next.
Each control has an ⓘ next to it in the app with the same explanation.
Filters that change the dial queue
Disposition — contacts that have ever received any of the selected dispositions, from anyone on the team.
Contacts marked Bad Number, No Answer, Negative, Not In Service or Do Not Call are always hidden unless you explicitly select that disposition here.
That default is deliberate: it stops you re-dialing dead numbers and people who asked you to stop. If you are wondering why a list of 5,000 only offers 3,800 dialable contacts, this is usually why.
Timezone — worked out from the contact's zip code or address when your import has one, otherwise from the area code. Contacts with no match are hidden rather than shown as unknown.
Local time window — keeps contacts whose local time is inside the window right now. It is re-checked on every batch, so contacts drift in and out as the day passes. Contacts with no known timezone are left out. This is the setting that keeps you legal and keeps you from calling people at 6am.
Pickup Rate — an estimate from the number type, not a measured answer rate. Mobile scores highest, then landline, then internet phone; invalid numbers score zero. Bands are High (above 80), Medium (61–80), Average (41–60), Low (0–40). Contacts whose number has not been checked yet are hidden as soon as you select any level.
Search — matches name, phone number, email, company, title, address and lead source. Phone matching is against the number as stored, so type it the way it appears in the list.
Order — sets the order contacts are dialed in. Newest first and oldest first go by when the contact was added. With no order set, contacts come in a fixed shuffled order that is the same for you every time.
Sword filters (list-specific fields) — Program, Program Closed Unit, Program Re-enrollment Eligible, Event Note and Abandoned Cart. These match values from your import. Abandoned Cart keeps contacts whose stored date falls in the range, and is only reliable if the import stored dates as year-month-day.
Filters that change the view only
These do not affect dial batches:
- Status — contacts whose calls ended with the selected outcomes.
- Custom disposition — same as Disposition, but for your team's own labels.
- Group by — groups the contacts loaded on this page (up to a hundred) by a field from your import. With nothing chosen, contacts are grouped by number type: mobile, landline, unknown, invalid and duplicates. Lead Owner and Lead Status appear for Salesforce lists.
The habit worth forming
Before a session, set the local-time window and the timezone filter, then look at the contact count. That number is your session. If it is small, widen the window rather than dialing outside it.