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Dialer Panels

With so many actions that the Dialer Panel can perform, you may want to organize it in a way that suits your particular needs and makes sense to you.

When you make a custom dialer panel, you get to decide what's on it what's and how it's arranged. Use this ability to control the actions available to agents as they make calls. You can create several dialer panels and assign them to dialer initiatives or employee teams.

Use this walkthrough as a guide through the process of creating and assigning custom dialer panels.

By default, all users will be assigned to the two Standard Panel configurations. To keep all users on the same configuration, update the Standard Panel as needed, and keep all roles assigned to it (how to assign roles for panels is explained later in this tutorial). This way any changes will universally update for all users.


How To

Caller ID Settings

Caller ID Settings

PowerDialer video

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Click to Call Dialer Panel Creation/Edit

Creating a Click-to-Call Panel

To make a new Click-to-Call panel, click the Create Click-to-Call Panel button on the Manage Dialer Panels list page.

Name and Team Assignment

When you first create a new panel, you'll be asked to give it a name.

You'll also be prompted to assign a set of teams. Agents within the assigned teams will use the custom panel configuration when using Click-to-Call going forward instead of the default Standard Panel.

If a team is ever removed from a custom configuration but not assigned to a new one, agents with that role will automatically revert to using the Standard Panel.

Click the teams you'd like to have use the panel under the Available list. Then click the arrow pointing towards the Selected list to assign them to the panel. When you're finished, click Save & Next to finalize your choices and continue on to the Dialer Panel Editor.

Previously Assigned Teams

If you assign a team to a new panel, and that team is already assigned elsewhere, the system will show a warning asking if you want to reassign the team to the new panel or cancel and return to the team assignment screen.

Standard Dialer Panel Creation/Edit

Creating a PowerDialer Panel

To create a new PowerDialer Panel, click the Create PowerDialer Panel button on the Manage Dialer Panels list page.

First, you'll be asked to enter a name

Click Save & Next to continue to the Dialer Panel Editor

Enabling a PowerDialer Panel

Unlike Click-to-Call Panels, which are assigned to teams, PowerDialer panels are assigned to dialer initiatives. The Standard Panel is the default choice.

You can select a different dialer panel by using the Dialer Panel dropdown when creating or editing a dialer initiative. It is located next to the Name field on the initiative edit page:

Once you click Save, the dialer panel you selected will be used whenever you run the initiative. Creating Custom Buttons

You can create custom buttons with your own specified functions to include in your PowerDialer panel (not available for Click-to-Call panels). This is done in the Dialer Panel Editor.

To do it, select the section you'd like to add the button to in the Section Organizer. Then, click New Button at the top of the page.

This will take you to the New Button Window.

Here, you can enter a name for your new button. This name will be displayed in the Button Trough and on the button in the panel itself.

Next, enter JavaScript Code to determine the button's function. You can write your own code, or use the two dropdown windows to select from a variety of preprogrammed functions. You can also click the + Advanced link on the bottom-right of the page to bring up more detailed JavaScripting options.

Editing Existing Custom Buttons

To edit an existing custom button, click on it in the Button Troughand then click the Edit button located immediately above.

This will bring up the Edit Button Window. This is exactly the same as the New Button Window except that it already has the button's information in the various fields. Make the desired changes and click Save.

Deleting Custom Buttons

To delete a custom button, click on it in the Button Trough and then click Delete Button.

Play Recording Button

Play Recording Button

We've provided the ability for agents to play back a pre-recorded message while on an active call.

If your sales process requires you to play a compliance message or other type of notice to the client in the course of your call, all you need to do is press the Play Recording button and choose your message recording.

Before you can begin using the 'Play Recording' button you will need to set this up in the Dialer Panel Manager.

  1. Add the button to the panel and then click 'Edit'.
  2. Select your messages you wish to have available.

    The available recordings are based on your (or your users') permission settings; you'll only see recordings to which you have access. If you change a message to "Selected," it will be available to all users with access to the panel, even if they normally would not have permission to use that particular recording. Notice you can reorder the list using the arrows.

  3. When finished, first save the button. Don't forget to 'Save' the dialer panel as a whole to complete the changes.

FAQ

Dialer Panel Editor Functions

Dialer Panel Editor Functions

You can create a new dialer panel by clicking either the Create New PowerDialer Panel or the Create New Click-to-Call Panel button above and to the right of the list.

You can also choose a panel you'd like to edit by clicking the Edit link next to its name (This will take you to Dialer Panel Editor -- see the corresponding heading for more information).

For now, click Edit next to one of the Standard Panels to begin editing in the Dialer Panel Editor. The process of creating new panels will be covered later in this walkthrough.

On the editor page you can add, remove, arrange, and edit sections in the panel, add custom buttons, and so on.

Adding a Section

You can add sections from the Section Trough into the Section Organizer. Panels already present there will be “greyed out” (pale and unselectable) in the Section Trough.

To add a panel, simply drag it from the Section Trough and drop it to the desired location in the Section Organizer. A blue line indicates where the section will be placed when it is dropped.

Selecting a Section

Now click on a section in the Section Organizer. The selected section will be highlighted in a blue border.

Removing a Section

To eliminate the section from your layout completely, click the X in the upper right corner. Notice that this section is now available in the Section Trough should you decide to put it back in.

NOTE: You cannot remove the Dialer Controls Section from your layout.

Moving a Section

You can also use the Section Organizer to shift the position of the sections that are already in your layout. To do this, select the section you wish to move. You can then drag and drop it into the a new position. A blue line indicates where the section will go when it is dropped.

NOTE: The Dialer Controls Section cannot be moved from its position at the top of the layout.

The Section Organizer is also used to select individual sections for editing in the Section Editor.

Editing a Section

Click on a section in the Section Organizer to select it. This section now appears in detail in the Section Editorimmediately to the left. This editor is used to change the layout within a section.

Adding Buttons

When a section is selected, the Button Troughdisplays the buttons that can be placed there. "Greyed out" buttons are already on the section or can't be placed on it. You can drag and drop the others into the section displayed in the Section Editor. As you drag the button over various possible positions on the section, a blue line or dotted box shows where it will go when it is dropped.

NOTES:

  • Some sections can't accept custom buttons. Others can't be edited in the Section Editor at all, but can only be removed, added, or moved in the Section Organizer.
  • Click-to-Call panels can not use any custom buttons.

Moving Buttons

To move a button to a different place within the section, click on it in the Section Editor. It should now be highlighted in a blue box, with an X in the upper right corner. You can drag and drop the highlighted button to different positions in the section. As you do so, a blue line or dotted box indicates its prospective position. Note that buttons can take up a whole row or share a row with other buttons.

Removing Buttons

To remove a button altogether, select it in the Section Editorand click the X in the upper right corner. This takes it off the section layout and returns it to the Button Trough.

NOTE: Some sections may not allow you to relocate a button without first removing it to send it to the Button Trough.

Quick Save, Save, and Save As

Use these functions to save your work on your custom layout.

Quick Save: This saves any changes to the existing panel and keeps you on the editing screen.

Save: This saves the current configuration and brings you back to the panel list page.

Save As: This will pull up a new dialogue, asking you to input a new panel name, and then decide if you want to immediately add teams to the panel, or add them later (see the section entitled "Name and Team Assignment" later in this document for more information).

Cancel, Undo, and Redo

Cancel: This button is located next to the Quick Save button. Clicking it will exit the Dialer Panel Editor and discard any unsaved work.

Undo / Redo: These buttons will undo or restore changes you made in the Dialer Panel Editor.

What are all the buttons functions

PowerDialer Dialer Panel Buttons

The dialer panel is customizable to your preferences. Use the following guide to aid you in creating the panel you need.

Button Definition
Dialer Controls Section This is the Dialer Panel where you can add cand customize all your buttons to use while dialing.
Dialer Actions Section The actions section, which can be minimized, has all the same buttons and functions of the dialer panel that show up as a list of links
Call Log The Call log to the panel is where you can log your calls to the completed activities section of a record. Has Call Result, Subject, and Description as options.
Recent Calls A panel that shows the last few calls you have made
Call Now Queue This shows the number of records currently pending as Call Now's
Add Event Add an event to the users calendar
Add New ($contact_type) Adds a new Lead or Contact depending on the type of list you are currently in. Lead lists it will be a lead, contact lists will be a contact.
Add Note Add a note to the notes and attachments section on the record.
Add Task Adds a task to the users task section on the home tab
Add Opportunities Adds an opportunity to the record pulled up in the dialer
Conference Call Allows user to establish a conference call using the dialer
Connect to Dialer This will call your station phone and establish the agent leg
Contact Adds a contact tic to the tic sheet
Convert Lead Converts lead to a Contact and uses the company name to either match to an existing Account or create a new Account
Dial Dials the first phone number listed in the phone order section
Dial Employee Opens a pop-up window with an employee look-up to find and dial another employee in the system
Disconnect Disconnects the client leg for the current phone call
Hold Places the client leg on hold
Leave Default VM Leaves the default voice message for the current dialer inititative
Leave Message and Next Leaves the default voice message, saves the record, and moves on to the next record
Leave VM Opens dialogue box to select the voice message you want to leave
Manual Dial Opens a dialogue box with a number pad and dial button
Message Opens dialogue box to send a text message
Next Call Saves the current record, moves on to the next record, and dials the first phone number from the phone order of the Dialer Initiative
Next Number Dials the next number from the phone order set in the daler initiative
Play Recording Opens a dialogue box with a list of your voice messages that you can have play for the client in the middle of a call
Record Call Starts recording the call
Redial Dials the last phone number you dialed
Save Saves the current record
Save & Next Saves the current record and moves on to the next record
Send Default Email Sends the default email for the dialer initiative
Send Default Fax Sends the default fax for the dialer initiative to the fax number on the record
Send Email Opens a dialogue box with a list of emails to choose to send to the email address on the current record
Send Email & Next Opens a dialogue box with a list of emails to choose to send to the email address on the current record, saves the record, and moves on to the next record
Send Fax Opens a dialogue box with a list of faxes to choose to send to the fax number on the current record
Send Fax and Next Opens a dialogue box with a list of faxes to choose to send to the fax number on the current record, saves the record, and moves on to the next record
Set Callback Sets a callback for the current record
Skip Skips the current record without saving any changes to the record
Spell Check Runs a spell check on the current record
Tic Sheet Opens up the tic sheet to show the impressions for the current user
Touch Tones Opens up the number pad
Transfer Opens up the dialogue box with the different transfer types to transfer a call
Unhold Takes the client off of hold after using the "Hold" button on the dialer panel
View Calendar Opens up a quick view of days calendar for the team the user is assigned to
View Callbacks Opens up a quick view of your callbacks with options for last 30, last 7, today, next 7, and next 30 days
View Notes Opens a pop-up window showing the notes & attachments section for the current record
View Pending Callbacks Opens up a quick view of your callbacks with options for today, next 7, and next 30 days
View Recent Activities Opens a pop-up window showing the recently completed activities
View Script Opens a pop-up window with the correct script. (default if forced or script assigned to the campaign or area code of the current record)
View Opportunities Opens a pop-up window showing the opportunities attached to the current record
Warm Transfer Iniates the warm transfer dialogue box

Click to Call Panel Buttons

Button Definition
Dialer Controls This is the Dialer Panel where you can add cand customize all your buttons to use while dialing.
Record Metrics Shows the tic sheet for Calls Placed, Contacts, Emails Sent, Faxes Sent, and Voice Messages for the current record
Call Log The Call log to the panel is where you can log your calls to the completed activities section of a record. Has Call Result, Subject, and Description as options.
Open Tasks Panel that shows the users open tasks on the current record
My Daily Metrics Shows the tic sheet for Calls Placed, Contacts, Emails Sent, Faxes Sent, Voice Messages, Outbound Talk Time, Inbound Talk Time, and Total Talk Time for the agent for that day
Copnference Call Allows user to establish a conference call using the dialer
Connect to Dialer This will call your station phone and establish the agent leg
Dial Dials the number you have manually typed into the panel.
Dial Employee Opens a pop-up window with an employee look-up to find and dial another employee in the system
Disconnect Disconnects the client leg for the current phone call
Hold Places the client leg on hold
Leave VM Opens dialogue box to select the voice message you want to leave
Show Number Pad Opens up the number pad
Play Recording Opens a dialogue box with a list of your voice messages that you can have play for the client in the middle of a call
Record Call Starts recording the call
Send Email Opens a dialogue box with a list of emails to choose to send to the email address on the current record
Send Text Message Opens dialogue box to send a text message
Set Callback Sets a callback for the current record
Transfer Opens up the dialogue box with the different transfer types to transfer a call

Default Settings

Default Options

If your agents are using call logs, there's probably been times either you or they have wanted to speed up the process of getting the call logs entered and saved, so agents can move on quickly to the next call. The problem was, agents were forced to minimally input a call result for each call.

The call log defaults feature lets you establish a default field value for any and all task fields displayed in your call log panel. To access this feature, all you need to do is edit the appropriate fields, and set up the default value.

To set up your defaults, head to the Manage Dialer Panels link in the Admin tab, and select a panel to edit. BE AWARE that the default values you select are per-panel; if you have agents using different panels but want the same defaults applied, you'll need to edit all of the affected panels.

To edit the panel, select the Call Log section of the panel you're editing. Then click on the field name within the panel so that it shows as selected.

ext, click the Edit button in the top right of the field "trough" area. In the overlay window you'll see a new dropdown field allowing you to select / input a default field value.

Input a default value, then click Save. From that point forward, agents using the selected panel will have the default value input for each call they make automatically.

To change the value, the user simply needs to update the field to a value of their choosing.

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