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User Management

Use the Manage Users page to edit employee settings. You can add and remove users, and enact a variety of other options.
 

Main Employee Management Page
 

The page at Insidesales > Manage Users looks like this:


(Manage Users)
Click to view larger image.

 

You can sort the list by clicking on the column headers. Click again to shift between ascending and descending order.

Actions

From the interface above, you can perform the following actions (for a more detailed explanation of many of these functions, see the corresponding sections below this list):

  • Filter By Employee - Here a user can enter a first name, last name, or combination of both. The drop-down option also contains an option for “Filter by Role.” Choosing this option brings up a drop-down with available roles next to it.
  • Add New Users - Opens the add user dialogue.
  • Edit - Edit an individual user’s settings.
  • Mass Update Selected Users - Opens the mass update dialogue to make changes to users selected with a checkmark.
  • Change Access User - Opens the change user access dialogue.
  • Update Layouts From Salesforce - Runs the layout synchronization function.
  • Update Users From Salesforce - Runs the user information synchronization.

  •  

Add New Users
 

Click this button when you want to activate new users with Salesforce. The button will take you to this window:


(Add New Users window)
Click to view larger image.

 

If you have a lot of employees, you may first want to sort your employee list by using the Employee Filter at the top of the page. You can enter all or part of the desired employee’s name in the field next to this button. You can also choose the Filter by Role option from the same pulldown. Activating this will replace the search field with a drop-down with a list of roles. When you are ready to filter, click the Go! button.

Select the users you want to activate with Salesforce by checking the box next to the applicable user names and clicking the Add Users button at the bottom of the page. All agents that are added will be automatically assigned a PowerDialer license.
 

Edit Employee Page
 

You can edit settings for an individual user at this page. To get there, click the Edit link next to the user’s name on the Manage Users page:


(Manage Users Edit Link)
Click to view larger image.

 

This will take you to the settings for that user’s profile (pictured below).


(Manage Users > Edit User window)
Click to view larger image.

 

Here, you can edit the following settings:

  • First Name
  • Last Name
  • Phone
  • SMTP Username
  • SMTP Password
  • Recording Ratio
  • Minimum Record Time
  • Click-to-Call Caller-ID
  • Country
  • International Calling
  • Admin User

International Telephony
The InsideSales.com system uses the telephony center closest each rep (determined by the rep's country). Set each user's Country.

Also enable International Dialing.




 

After making the desired changes, click the Save button. To leave the page without making any changes, click Cancel.
 

Mass Update Selected Users
 

To edit several users at the same time, use this option. First, click checkbox next to the users whose profiles you wish to edit. Then, click the Mass Update Selected Users button. This will bring up the following window:


(Mass Update Selected Users window)
Click to view larger image.

 

Here, you can use the Setting drop-down to select any of the following categories:

  • Recording Ratio
  • Admin
  • Minimum Recording Time
  • C2C Caller ID
  • International Calling
  • SMTP Username
  • SMTP Password
  • Deactivate Users

When one of these is selected, the Value field will be automatically replaced with relevant options for that category. Select the new values and click the Update button to make the changes across all selected users.

When the update has been made, the following window will appear:


(Update completed window)
Click to view larger image.

 

NOTE: You can only update from one Setting category at a time. If you choose a new category from the Setting drop-down before clicking Update, the changes for the previous category will be erased and will not be made upon clicking Update.

Change Access User
 

The Access User is used to pull user and lead information from Salesforce. It’s not usually advised to change this setting unless the current access user lacks the proper data viewing permissions in Salesforce.

The access user must be changed by calling InsideSales.com support at 866-593-2807.

Custom Dialer Panels

By default, the PowerDialer comes with a pre-set series of control panels that define what a user can do while working in the actual dialer interface. These include the calling actions—place call, skip, disconnect, leave voice message, etc.—and an activity log panel. As a Sysadmin you are able to create dialer panels with custom actions. Give your agents only the capabilities they will need, but then provide them with extra functionality as you see necessary. We will cover this is more detail in the section of the PowerDialer Basics lesson entitled Managing Dialer Panels.

When you installed the AppExchange package, the system looked at the object layouts as defined by your Salesforce user role. It then took a "snapshot" of the current layouts, and created an exact replica for use in the PowerDialer, stored in InsideSales.com's servers.

In other words, the PowerDialer isn't directly accessing your object layouts; it is creating its own "copy" of the layouts, dynamically based on what it "sees" in a user's defined role.

This same process will take place whenever a new user comes on to the PowerDialer system. After a user's PowerDialer account is activated, and they create their OAuth token, the system will do a mapping of the user's object layouts for use in the dialer.

This can be significant if you ever want to change or update the object layouts the users see in the dialer—it's no different than making changes in your Salesforce system. Simply update the object layouts in your Salesforce system as you see fit, then once you've made the desired changes in Salesforce simply sync the changes back to the PowerDialer (there's a simple action in the Manage Users section of the InsideSales tab to do this).

Consult your salesforce.com system documentation if you have questions about designing layouts, or using the Salesforce Page Layout tool.

Permission Groups

Permission Groups allow you to control which links users can see on the InsideSales tab. This allows you to pick and choose exactly which features users are able to access. For instance you may want a user to have access to the call monitoring feature but not any of the billing features. Permission groups allow you to set any combination of access privileges.

Accessing The Permission Settings

Main Link

To set up permission groups, a new Permission Groups link will be added to the InsideSales tab. Initially this link will ONLY be available to "Administrator" users.


Permission Groups Link - Click to view larger image.

Permission List Page

By default, three permission groups are available to you: Administrator, Basic User, and Manager. You can create other custom permission groups as needed. The page uses standard Salesforce pagination and search components. The search action searches by permission group name.


Permission Group Page - Click to view larger image.

The three default permissions always appear at the top of the page, in order as Administrator, Basic User, Manager. Additional custom permission sets are sorted alphabetically A-Z as a separate sub-set beneath the three default permissions.

Default Permission Properties

Please note that none of the three default permission groups can be deleted from the list, and the Administrator permission cannot even be edited (we always assume that all links are visible for "Administrator" users).

There are three basic permission groups:

  • The Administrator group has ALL link permissions. This group is the only group that cannot be edited.
  • The Basic User permission group have the basic controls found under the Agent Tools section of the InsideSales tab. Any new users authorized onto the InsideSales system will be assigned to this permission group by default.
  • The Manager permission group has everything the Basic User group dows, along with all monitoring permissions except for the Manage Call Recording Settings link.

Editing a Permission Set

The permission editing page lets you edit which links on the InsideSales tab will be available to members of the permission group. The permissions are broken into sections, like General, Monitoring, and so on.


Edit Permission Group Page - Click to view larger image.

Enable or disable any permission using the provided checkboxes. You can mass update permissions in a given section by clicking the Displayed heading at the top of the checkbox column.

You can name permission groups anything you like. The only exception to this rule involves the three default permission groups. No custom permissions can be created with the name of Administrator, Basic User, or Manager.

Call Monitoring Permissions

If your organization is using call monitoring, you might find it useful to limit which actions are available to them within the monitoring tool. Each permission group can have monitoring actions enabled or disabled as shown.

Monitoring Permissions
Call Monitoring Permissions - Click to view larger image.

When Finished

The Save button saves the permission changes and returns you to the list page. Save and New updates any changes and opens a new blank permission group window. Cancel discards any edits and returns you to the list page.

Assigning Permissions

Individual User

Each user profile page contains a dropdown entitled Permission Group. It's used to assign a user's permission set.


Set Permission - User Profile Page - Click to view larger image.

Mass Update

Permission Groups can also be found on the user mass update tool, allowing you to change the permission groups of multiple users at the same time.


Mass Update Users - Permission Group Setting - Click to view larger image.

New User Activation

By default, all users who are newly activated in the InsideSales.com platform will default to the Basic User permission group. This is done to ensure that no additional steps have to take place while activating users.

Non-link Permissions

Most of the permissions control the visibility of links on the InsideSales tab, thereby granting the user the use of the administrative functions. However, a few of them grant permission to use features that aren't associated with links. These are listed and explained below.

Option Description
Can Change Caller-ID In Click-to-Call Gives users the option to change the number that will display on their Caller-ID from the settings dialog in the dialer panel. More Info
Display Caller ID In Use Adds a display to the dialer panel that shows the user's Caller-ID when calls are being made. More Info

Edit Employee Settings

On the previous page of this guide, we went over the Manage Users page, which allows you to sort through users and make mass updates. On the Edit Employees page, you can edit the settings of an individual user in detail.

To get there, click:

InsideSales Tab > Manage Users > Edit


Click to view larger image.

Employee Options and Their Functions

Option Description
First Name Displays the agent's first name.
Last Name Display's the agent's last name.
Phone The Station Telephone Number the agent is working from. The back end telephony system will use this number to open a Client Leg connection with that agent.
SMTP Username
SMTP Password
To utilize the PowerDialer's email tools, users must supply a valid username and password for an outgoing SMTP relay server. This allows the system to pass through your email server credentials, and send email templates from the PowerDialer.

Note: Remember to configure the rest of the SMTP relay server settings on the Manage Company Information page under the InsideSales tab.
Recording Ratio Establishes a pre-set ratio of calls to automatically record. For example, if you want to record one out of every five calls the rep makes, set the ratio accordingly( 1 / 5 ). The first number in the recording ratio is the number of calls to record, the second number is the number of total calls.
Minimum Record Time Assuming you have purchased a "Recording & Monitoring" license, this setting instructs the call recording system how long a call must last before it is saved to the "Call Recordings" section.

For example, a "20" in this field will set calls shorter than 20 seconds to not be recorded.

Click-to-Call Caller ID

Use this dropdown to set the Click-to-Call Caller ID to any of four different settings:

  • Company Phone - This setting sets the caller ID to the company-wide override setting, established in the Company Settings area of both IS.com and Salesforce.
  • Custom Number - Sets the caller ID to a specific number of the user / admin’s choosing. When selected, a second field opens to the right of the dropdown to input the number.

    IMPORTANT NOTE: For legal compliance, caller ID numbers MUST point to an actual, live telephone number linked to the organization who placed the call. Users / admins who enter a non-compliant number into this field may risk legal repercussions.
  • LocalPresence - Shows the LocalPresence number closest to the call recipient’s location. To receive callbacks on a LocalPresence number, an ACD or IVR must be set up with the LocalPresence number assigned to it, and agents must be assigned and available (if sent to an ACD).
  • Station Phone - This sets the caller ID to be the agent’s actual 10-digit DID from which they doing the calling. Companies use this option primarily if they want call backs to go directly to the agent who made the original contact attempt.
Admin User This checkbox signifies that the user is an administrator for the purposes of accessing and managing PowerDialer functions. Without this option selected, the user will not be able to make administrative changes to the PowerDialer system, even if their Salesforce user permissions state they have full admin rights.
International Dialing If your agents are using Click-to-Call and calling out on international numbers, this checkbox must be selected. It helps the phone system recognize telephone numbers that don't fit the standard 1 + ten digit North American format.

Inbound Call Restrictions



IMPORTANT NOTE: This feature may not appear on your system unless activated by your InsideSales.com representative. If the feature does not appear and you are interested in using it, contact them.

The Limit Inbound Calls to Area Code Groups box contains a list of all the Area Code Groups you have created. It has no groups selected by default. When no groups are selected, the user will be eligible to take calls from all area codes.

Select one or more groups to enable the restrictions. Select the Area Code Groups you want the user to receive calls from, and then click the arrow to move them from "Available" to "Selected."

Area Code groups can be created at:

InsideSales Tab > Manage Area Code Groups > Create Area Code Group

IMPORTANT NOTE: The restrictions you select here for the employee will only take effect when the employee is using an ACD with the "Enable Employee Area Code Restrictions" option enabled.

These settings can also be changed en masse for multiple employees at a time using the Manage Users page. See this guide for more information.

Re-authorize With OAuth

The basic OAuth functions and setup are explained in more detail in the installation and setup portion of this guide, but briefly, OAuth is a third-party credential authorization protocol that allows users to access content on multiple systems securely without having to re-enter user names and passwords.

InsideSales.com uses the OAuth protocol to manage sending and receiving data between the Salesforce and InsideSales systems; without a valid token issued by the OAuth system, all activities, user data, profiles, Salesforce page layouts, etc. cannot be updated for the PowerDialer.

Once a user has set up an OAuth token, there should rarely be a need to change it.

The only cases would be:

  • If a user has been deactivated / reactivated.
  • Or the user or manager suspects the user's token is no longer secure (extremely rare).

Release Notes

Find our most recent release notes.

Forum

Our InsideSales.com community forum is coming soon.

Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

Have questions?

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