A brief description of each of the billing licenses:

CRM –

As mentioned previously, the CRM license gives users general access to the InsideSales.com database and CRM application. All other license assignments are contingent on having a CRM license assigned.

Dialer Tab –

This is a pooled license that provides users access to the dialer software systems, such as the dialer initiative and dialer tic sheet report features. The dialer tab does not give users the ability to power dial or click-to-dial numbers to make calls, it merely provides the interface to perform work from the dialer screen. In almost every instance the dialer tab license will be used in conjunction with the Dialer license, which provides the hardware backbone that interconnects with the dialer tab software. However, in a few instances, clients may choose to use the dialer tab software for organization and reporting purposes, without necessarily including the dialer license to power dial the numbers (meaning, it looks and acts like the power dialer, but the users are still dialing the numbers by hand).

Dialer –

This is a pooled license that gives users access to the power dialer and click-to-call functions to automatically dial phone numbers without having to do it by hand. Users must have a Dialer Tab license to also have a Dialer license.

Flex Port –

Probably the most misunderstood license in the system, the Flex Port is essentially a “flexible phone line” that can be passed between several different dialing systems. Flex ports are used when a caller leaves an automated voice message, to record or monitor calls, when an inbound call comes in on a toll-free ACD route, or when someone presses 1 on a JabberDog to connect back to a live agent.

 
The most commonly asked question for system managers is, “How many flex ports do I really need?” To answer this question, you’ll need to carefully calculate your usage with the types of dialing you’re using.

For example:

• Company X wants to have five agents on the outbound power dialer simultaneously for a period of six hours a day, during which time they will be using the automated outbound voice message functions. Assuming that 40 percent of all calls result in a voice message being left, then we need an average of two flex ports in use at any given time (a minimum of two ports needed, three would be safer).
• Company X also wants all five of those agents to be available to take inbound calls off of a toll free number and a Web form lead response initiative. During peak usage, let’s say each agent spends one-fourth of their time on inbound calls (15 out of every 60 minutes). During these times, the initial two flex ports would be in use—so the company would need a minimum of three more to avoid overlap of calls, particularly if Company X does not want to leave callers on hold any longer than absolutely necessary (three more flex ports needed).

As shown, the number of flex ports needed will vary greatly depending on usage, the type of system, and its configuration. The rule of thumb is to calculate the bare minimum number of flex ports needed, and then add two to the result.

ELF - Electronic Labor Force –

The ELF, or ResponseLoop license gives users the ability to take advantage of the auto-response and other capabilities provided by the ELF system. Without an ELF license, a manager can create ELF campaigns and run them, but users without a license assignment will not have any of the prescribed actions take place on their records.

InsideSales Agent Login –

This license provides access to the Inbound Agent functions. Without this license, a user is not available to take calls on any ACD or IVR initiatives.

Fax –

This is a seldom-used license for clients who use the one-click or mass fax capabilities integrated into InsideSales.com.