Advanced Training: Admin

This section outlines functionality of the old inbound services platform. These tools are scheduled to be fully deprecated by Q2 2015.

  • The general functions that govern the Inbound system.
  • How to strategically build your Inbound call routes to get the right calls to the right people, including timing, failover to an in-office phone system, and more.
  • How to create inbound call routes that go directly to agents (ACDs).
  • How to create inbound call routes that go through an automated messaging system (the IVR).

Practical Scenarios

  • Create an ACD, incorporating attendees, assigned inbound numbers, failover number/timeout, and ring/accept timeout.
  • Create an IVR that forwards to another ACD. Incorporate assigned inbound numbers, menu tree navigation, timeouts, and recorded message behavior.
  • Demonstrate knowledge of the functions of each element of the ACD agent interface.

Getting Started

The Inbound tools provide a significant boost to organizations that need immediate response to incoming Lead inquiries, have incoming calls directly routed to agents, while allowing agents to simultaneously keep working on outbound Initiatives.

There are two primary tools:

  • The ACD (Automatic Call Distribution), and
  • IVR (Interactive Voice Response) systems.


ACDs are direct inbound call routes to a pool of agents. Numbers assigned to an ACD can be toll-free numbers purchased in conjunction with the software, LocalPresence™ numbers, or an existing phone number, if it has been transferred to a compatible phone carrier.

Inbound ACDs also work with the ResponsePop immediate response technology, allowing users to instantly contact new Lead inquiries coming off the Web.


We're all familiar with IVRs—interactive voice menus, designed to pre-funnel and direct inbound call traffic.'s IVR includes options to move between menus, transfer callers to another number, failover to an ACD, and more.

Effective Inbound Strategy

The Inbound tools are designed for primarily three things:

  1. To increase immediate response times to incoming Lead inquiries
  2. Provide better metrics for inbound call tracking
  3. Provide another layer of productivity, efficiency, and professionalism for agents who use the PowerDialer, so they can take inbound calls while they work.

Like most elements of the system, the power of the Inbound tools increases with effective strategy.

  • Lead Source Segementing: The inbound ACD system is a powerful way to link sales and marketing collateral to actual conversions. Using toll-free numbers, the system can flag inbound calls to automatically log the original source that generated the lead.
  • Segmenting by Agent Skill: ACD routes are an effective way to group agents together with common skills for handling various types of inbound calls. For example, you could set up a separate contact line for enterprise prospects that routes to specific agents to handle those inquiries.
  • Linking Web Site Traffic to Inbound Calls: In many cases, prospects will visit a company's Web site, but then pick up the phone and call. Since the ACD system can use unique toll-free numbers to track contacts, it allows Sysadmins and managers to better see how much traffic their Web site generates.
  • Directing Prospects / Prequalifying: IVRs, though sometimes derided for being impersonal and lowering customer satisfaction, can be beneficial if used correctly to prequalify contacts. Informational recordings can help callers codify their needs, while routing call traffic helps get prospects to the right agents faster.

Release Notes

Find our most recent release notes.


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