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Summary

This document outlines the steps, configurations, and tests for rolling out the international communications platform.

Rollout Plan

Sandbox

1. Install the New Package

Install an international-compatible package. NOTE: Once installed, you cannot revert to a previous package.

2. Configure Open CTI

Remove the legacy components. Add Call Centers for all reps. See Open CTI Release Notes for details.

3. Test Open CTI

Place calls using the new Call Center, test all normal aspects of the Click-to-Call panel.

4. Enable New Communication Platform

If needed, InsideSales will transition your account to the new communications platform.

5. Enable International

Follow the instructions in the Selecting a Dialer Center section.

6. Light Testing for International

Use the Test Plan to place calls, ensure call quality, and test Caller ID functionality.

Production

1. Install the New Package

Install the same package on production. NOTE: Once installed, you cannot revert to a previous package.

2. Configure Open CTI

Remove the legacy components. Add Call Centers for all reps. See Open CTI Release Notes for details.

3. Test Open CTI

Place calls using the new Call Center, test all normal aspects of the Click-to-Call panel.

4. Enable New Communication Platform

If needed, InsideSales will transition your account to the new communications platform.

5. Test New Communications

Place calls, ensure call quality and overall function.

6. Enable International

Follow the instructions in the Selecting a Dialer Center section.

7. Test International

Use the Test Plan to place calls, ensure call quality, and test Caller ID functionality.

Phone Number Formatting

InsideSales’ intelligent telephony tools allow reps to place calls from virtually anywhere in the world. All calls are automatically logged and saved within the CRM, allowing managers to review the effectiveness of each rep.

You must format your numbers correctly and consistently before placing calls. This section outlines best practices for storing both domestic and international phone numbers within your CRM system.

Legacy Phone Number Structure (Unsupported)

In order to understand the best formatting practices, you should first understand how manually-dialed international phone numbers are structured. International phone numbers consist of the following:

  • Exit Code: Required to exit the national telephone system (for example, US customers dial: 011)
  • Entrance Code: Country code required to enter an country’s telephone system (for example, UK code: 44)
  • Local Number: The phone number for the contact (for example: 481958104)

Using the examples above, a rep within the United States would dial 011-44-481958104 to call the United Kingdom.

Formatting Standard for InsideSales (Supported)

InsideSales does not require storing the exit code in front of each number – this is determined dynamically based on where a rep is located. Each number that is stored should contain a plus symbol, the country code where a prospect is located, and the prospects local number. This format should be used for storing all numbers, including phone numbers within the United States.

  • Plus Symbol (+): The plus symbol indicates that a country code is contained within the number.
  • Entrance Code and Local Number: Add the rest of the number, including the country Entrance Code.

Examples

Rep located in the United States calling the United Kingdom
To enter a phone number of a prospect in the UK, the phone number for a record would be saved with a + symbol, 44 for the entrance code of the UK, and then the local number. The number will look like: +44.20.7493.1232
Rep located in the United States calling the United States
It is important that numbers are saved within the CRM in a format that is standardized, regardless of where the number is located. As such, all numbers within the United States should be saved as though they are international. To enter a phone number of a prospect in the US, the phone number for a record would be saved with a + symbol, 1 for the entrance code of the US, and then the local number. The number will look like: +1(801) 234.9093
Saving numbers without a country code
If a rep enters a phone number without a country code, the InsideSales system will automatically attempt to determine the country code based on where the rep is located. For example, if a rep is located in the United Kingdom and entered the phone number 20.7493.1232, the InsideSales system will attempt to call this number as if it is in the United Kingdom. If a rep from the United States attempted to call the same number, the InsideSales system will attempt to call that number as if it is within the United States. For this reason it is essential that numbers are stored in the recommended format.

FAQ

Q: Is the entrance country code necessary if I’m only making domestic calls within one country?
A: We highly recommend formatting all numbers using the E.164 standard. This will prevent any future complications if reps make international calls.
Q: What if I don’t enter the entrance country code on an international number?
A: The system will assume the number is local to the rep and attempt to dial it within the local telephone system.
Q: Does InsideSales change or alter stored numbers?
A: The InsideSales system does not change the numbers saved in your database. The system does ignore all non-numeric characters (including spaces, dashes, and parentheses) when placing calls. However the system does recognize the plus symbol (+) as a signal to insert the Exit Code.
Q: What if I already have the Exit Code saved in my database?
A: The InsideSales system will recognize and ignore the US Exit Code (011). There is no reason for you to remove 011 before each number. However, you should format all new numbers using the E.164 standard.
Q: How do I set which country a rep is located in?
A: You can set the country by editing the user within InsideSales and selecting the desired country from the country drop-down.


Selecting a Dialer Center

To increase call quality for reps and prospects, InsideSales utilizes dialer centers located throughout the world to originate phone calls. Each time a rep places a phone call, the InsideSales dynamically locates the dialer center best suited to process a call for optimal call quality.

Setting a Country

It is essential that each rep be assigned to a specific country so that InsideSales knows which dialer center to use to process a call. To assign a country to a user, simply navigate to the InsideSales tab and click on Manage Users. Locate the desired used, click Edit, and select the desired country from the “Country” drop-down.
Each time a rep places a call, the InsideSales system will locate the dialer center within the selected country or the dialer center in the nearest neighboring country.

FAQ

Q: What if I don’t set a country on a rep?
A: A country must be selected for all reps. When you first add a rep to the InsideSales system, a rep’s country is automatically set to the United States. It is not possible to save a rep without a country being selected.


Test Plan

These are guidelines for testing call functionality. Each of these steps can be repeated multiple times, using multiple numbers for multiple countries. We also recommend testing workflows that your reps will normally perform, but are not included in this test.

What we are testing

We will be testing the ability to set a user to use the Ireland dialer center through the country dropdown, making sure the Caller-ID comes across correctly and that the call quality is good.

Testing Environment

This will be tested from Salesforce with InsideSales products installed on that site.

Expectations of testing

We expect that the system works when:

  • Dialing with 011
  • Dialing with the plus symbol (+)
  • Country is set to the country the user is in
  • Dialing without the leading numbers

Please also check that the Caller-ID is correct (for all calls).

Configuring a User

Instructions to set up a user for the first time, (entering a system with users already):

  • Log in to Salesforce.
  • Click Setup In the upper right corner.
  • Navigate to the Left hand side.
  • Under Manage Users click on Users.
  • Edit the User you signed in with.
  • Change the phone number of the User to your station number (the number you will be making calls from).
  • Navigate to the InsideSales tab.
  • Click Manage Users under User Management.
  • Click Update Users From Salesforce
  • Edit your user from the Manage Users under InsideSales tab.
    • Verify that the Phone Number is the number that you changed in the setup.
    • Make sure your Recording Ratio is set to 1/1.
    • Under Permission, check the checkbox for International Dialing.
    • For the Country drop-down, select your Country.
    • Click Save.

Dialing from the Click-to-Call

Instructions to make a call on SF and make sure that basic functionality works through the C2C.

  • Log in to Salesforce.
  • Navigate to the InsideSales tab.
  • On the Left side is the Click-to-Call panel.
  • Click on the Settings icon (gear) in the upper right corner of the panel.
  • Check the information.
    • Station Phone is your phone number.
      • If not, try updating the panel by clicking Update.
    • Caller-ID is set as Station Phone.
  • Input a phone number that you can answer to dial.
  • Click Dial.
    • Your station number should be called first, then it should dial your client.
  • Answer your agent leg/station number.
  • Answer the client.
  • Verify that you can hear through both the agent and client leg.
  • Verify that the Caller-ID on the Client’s phone is correct.
  • Disconnect the call through the Click-to-Call panel by clicking Disconnect.

Cold Transfer

The following three tests requires three phone numbers:

  • Agent Number: Your station number.
  • Client Number: The customer/recipient number.
  • Specialist Number: A second representative to whom you will transfer the call.

In order to make a transfer repeat the steps for “Configuring a User” but use another number that you are able to answer. (This test will require the use of three different numbers).

  • Dial from the Click-to-Call panel (using the Agent/Station number).
  • Once connected to the Client leg, click Transfer.
  • Select Employee as the type.
  • Use the Look up button to select the Specialist employee.
  • Click Transfer
  • The Agent and Client should be disconnected.
  • The Agent should receive a notification that the transfer was successful.
  • As the Specialist, accept the call.
  • Verify that the Specialist and Client are connected.

Warm Transfer

  • Dial from (using the Agent/Station number).
  • Once connected to the Client leg, click Transfer.
  • Select Warm Transfer as the type.
  • Select Transfer to Employee.
  • Use the Look up button to select the Employee.
  • Click Begin Transfer.
  • The Client should be put on hold while the Agent is connecting the Specialist.
  • As the Specialist, accept the call.
  • Once the Agent and Specialist are connected, merge the calls by clicking Merge Together.
  • All three users should be connected.
  • As one of the users, drop off the call.
  • If you drop off as the Client, the Agent and Specialist are still connected.
  • If you drop off as the Agent, the Client and Specialist are still connected.
  • If you drop off as the Specialist, the Client and Agent are still connected.

Hot Transfer

  • Dial from the Click-to-Call panel (using the Agent/Station number).
  • Once connected to the Client leg, click Transfer.
  • Select Hot Transfer as the type.
  • Select Transfer to Employee.
  • Use the Look up button to select the Employee.
  • Click Transfer Call.
  • The Client and Agent should hear ringing.
  • As the Specialist, accept the call.
  • All three users should be connected and can hear each other.
  • As one of the users, drop off the call.
  • If you drop off as the Client, the Agent and Specialist are still connected.
  • If you drop off as the Agent, the Client and Specialist are still connected.
  • If you drop off as the Specialist, the Client and Agent are still connected.

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