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Additional Settings

As pictured below, this page shows contains the following sections with settings for your company: General Information, Billing Contact, Legal Contact, Company Address, Email Settings, Dialer Settings, and Inbound Settings. See the chart below the pictures for information about each section and its settings.


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Field Description
General Information:
(Various Information) This section provides basic contact information about your company pulled from your Salesforce profile.
Billing Contact:
(Various Fields) Enter your billing contact information in the fields in this section.
Legal Contact:
(Various Fields) Enter your legal contact information in the fields in this section.
Company Address:
(Address Information) This is your physical company address. It is pulled directly from your Salesforce profile.
Email Settings:
(Various Settings)

This section includes options to set your Server Hostname, Server Port, Server Type, and Authentication Type. You can also use the Test Server Connection and Enable or Disable SSL / TLS.

You provide the SMTP server information that InsideSales.com accesses for sending email content. The hostname can be the actual server name (e.g., mail.companyxyz.com), or an IP address (70.70.81.82). Most companies will use the server type as Default, and the authentication as login.

Consult with your IT team if you have any questions about configuring the settings in this section.

Dialer Settings:
Call Now Delivery Order

This tells the system what to do if multiple "Call Nows" come into your dialer list at the same time.

First in First Out will put "Call Nows" into your dialer list in the order in which they arrived. The "Call Nows" that came in first are called first. This way the "Call Nows" which have been sitting the longest are first in line.

Last in First Out will put the newest "Call Nows" into your list first. This way you call the freshest "Call Nows" right away.

Callback Grace Period This sets how long, in minutes, the PowerDialer will wait before it redistributes a missed callback scheduled in the call queue—for example, if a user is not at their desk at the appointed time, or actively working another call. After the grace period you may set that callback failover to another agent.
Calls Over Tic Time Sets the minimum number of seconds that a call must last in order to be tallied as a call for recording purposes.
Open Tasks Only Viewable by Owner With this option enabled, only the owner of an open task is able to view it. When it is disabled, any user who can see a record can see all of the open tasks associated with it.
Call Now Notification Places a notification at the top of the record as the user starts a call if it was placed in the dialer list via a "Call Now."

Providing users with better information about "Call Now" leads can improve user performance and increase attention given to fresh, incoming leads.
Inbound Settings:
Relate Unknown Caller If an inbound call arrives which is not currently associated with a record, the default behavior is to require an agent to create a new record for the number. Turning this option on enables an alternative for agents - they can choose to relate the call to an existing record.
Allow Call Relationship Change When this box is checked, users can change the record a call is logged to from the initial record that comes up.
Manual Answer / Ignore on All Calls When this option is turned on, all incoming calls will present to agents with an Answer / Ignore dialogue. The agent always needs to click Answer in order to get the call. When the option is turned off, incoming calls are handled in a variety of ways depending on the agent's current connection status.

Call Now Notifications

You can set the system to include a visual queue for users which will indicate when a call is a "Call Now" and is a high priority lead. We believe that by  providing users with better information about "Call Now" leads can improve user performance and increase attention given to fresh, incoming leads.

A  "Call Now" queue section is also available for placement on the dialer panel for the PowerDialer. It indicates how many "Call Now" leads are waiting to be taken.

Call Now Queue Display

Adding the Section in the Dialer Panel Editor

The panel section can be found on the the dialer panel editor. This section is only available for PowerDialer panels; it does not apply to Click-to-Call. By default, the Call Now queue section is not included on any panel layouts, but is available in the section trough to be added if desired.

To edit a layout, click:

InsideSales Tab > Manage Dialer Panels

Then click Edit next to the PowerDialer panel you wish to add the Call Now Queue display to.

The Call Now Queue section can be found in the section trough:


(Call Now Queue in Section Trough)
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To activate it on your layout, drag it down to your desired location on the Section Organizer in the lower-right hand corner of the screen:


(Moving the Call Now Queue section in the
Dialer Panel)

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When you're satisfied with the your layout, click Save.

Dialer UI

Once added to your panel layout, it will be displayed like this when using the PowerDialer:


(Call Now Queue in
PowerDialer Interface)

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Call Now Record Notification

When a user takes a Call Now in the dialer, the notification will appear at the top of the record as shown:


(Call Now Notification - PowerDialer for Salesforce)
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Enabling and Disabling the Call Now Notification

This notification is turned on by default. If you do not want your agents to receive an indication that a record opening in the PowerDialer has come in is a call-now, you can disable the notifications.

To get to the setting, click:

InsideSales Tab > Manage Company Settings > Edit Settings

The setting is located on the Dialer Settings section and is labeled “Call Now Notification.” When the option is checked, the Call Now notifications are enabled. When it is unchecked, they are disabled.


(Call Now Notification in Salesforce)
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Click Save when you are happy with your settings to finalize them.

Caller ID Settings

If given permission, users can change their caller ID setting when making outbound calls with the Click-to-Call panel. This provides flexibility to agents, making sure they are using a caller ID that will be most effective for the activity they're doing.

There's a few reasons you might want to do this, including:

  1. The desire to make certain calls without using LocalPresence as the caller ID (for calling into existing clients, who already know the client's established business number).
  2. Changing caller IDs from a personal station number to a company number for certain prospects, making sure that return calls go to the right place.
  3. Easier management for agents who use cell phones / softphones to set up a correct caller ID for return calls.

In addition, to facilitate easier use of this option, we have provided display to the dialer panel area that shows the caller ID being used for outbound calls as they get made. This makes it easier for agents to see the current caller ID setting, reminding them to change it if they need to. This display is available in both the Click-to-Call and PowerDialer panels.

Permission Settings

Activating the Permissions

Use the Edit Permission Group page to turn the Caller-ID options on and off for the users in that permission group. This page can be found at:

InsideSales Tab > Permission Groups > Edit

This page contains a series of checkmark fields to set the permissions. In addition to the two permissions relevant to Caller ID settings, ("Can Change Caller ID" and "Display Caller ID in Use"), the controls governing the visibility of varoius administrative links and functions is also located here.


(Edit Permiossion Group Page with Caller-ID Options)
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The two options are fairly self-explanatory:

  1. Can Change Caller-ID in Click-to-Call gives users the option to change their Caller-ID from the settings dialog in the dialer panel.
  2. Display Caller-ID in Use adds a display to the dialer panel that displays the Caller-ID when calls are being made.

When you're done with your selections, click Save.

Viewing or Changing a User's Permission Group

To see which permission group a user is assigned to, visit their user page by going to the InsideSales tab and clicking Manage Users. Then click Edit next to their name. Their permission group is shown in the dropdown next to the Permiossion Group heading. If desired, use the dropdown to select another permission group with the appropriate settings.


(Edit User Page - Permission Group)
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Assigning Multiple Users to a Group

Several users can also be assigned to a permission group at once on the Manage Users page. Check the boxes next to the names of the employees you'd like to edit, and then click Mass Update Selected Users.  Then select "Permissions Group" in the "Settng" dropdown. In the box below it, select the desired Permission group. Then click Update.


(Mass Update User Dialer Permissions)
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Setup Panel UI for Click-to-Call

Salesforce Click-to-Call

With the Can Change Caller-ID in Click-to-Call permission enabled, users will have a dropdown setting in the Click-to-Call setup panel (this is accessed by clicking the gear in the corner of the dialer panel). By default this will initially be set to the same setting established in the user's profile, but users can quickly change to a more appropriate setting if needed.


(Click-to-Call Caller ID - Salesforce Setup Panel)
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Available settings:

  • Company Phone - The company phone number specified in your Company Settings will be used.
  • Custom Number - The user can enter a custom number in the field that appears next to the dropdown when this option is selected.
  • Local Presence - A Local Presense number is used.
  • Station Phone - The Station Phone Number is used.

The setting updates after the user selects a setting and clicks Save. If the user clicks Cancel, the settings DIV will close without making a change.

Display Caller ID in Dial Pad

If the Display Caller-ID in Use permission is enabled, a field will be added to the dialer panel across all dialer tools (Click-to-Call and PowerDialer). The field automatically displays the caller ID being shown to call recipients anytime a user makes a dial.

The field will display one of three statuses:

  • No active call - The field will read "Place a phone call"
  • Active call without Local Presence - The field will read "Caller ID" and display the number.
  • Active call with Local Presence - The field will read "Local Presence" and display the number.

The pictures below demonstrate these statuses for the PowerDialer and Click-to-Call panels.

PowerDialer for Salesforce


(Left - No Active Call | Middle - Active Call | Right - Active Call with LocalPresence)
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Salesforce Click-to-Call


(Left - No Active Call | Middle - Active Call | Right - Active Call with LocalPresence)
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Manual Answer / Ignore on All Calls

The Manual Answer / Ignore on All Calls option gives you control over how the system handles the routing of inbound calls. When it is on, incoming calls always present to the agent with an Answer / Ignore dialogue. The agent always needs to click Answer in order to get the call. When the option is off, incoming calls are handled in a variety of ways depending on the agent's current connection status.

Enabling the Option

The option is located on the Company Information page.

To get there, go to:

InsideSales Tab > Manage Company Settings > Edit Settings

The option is a checkbox labeled Manual Answer / Ignore on All Calls.


(Manual Answer / Ignore on All Calls)
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Whether this box is checked or unchecked determines how the system interacts with the agent when an incoming call arrives. Once you've made your selection, click Save.

The Settings and How they Behave

When the Option is Off (Unchecked)

The box is unchecked by default. With the setting that way, here is what can happen when an incoming call arrives:

Agent Connection Result Sounds Played
Not currently connected on the agent leg The record pops up on the screen. The agent's phone rings. They are connected if they pick it up. Phone rings. If enabled, sound plays through computer.
Connected on the agent leg, but not the client leg The record pops up on the screen. The system automatically connects the caller to the agent. If enabled, sound plays through computer. Headset beeps when the connection is live.
On an outbound phone call The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when connection is live.
On an inbound phone call The agent cannot receive any additional inbound calls while on an inbound phone call. N/A

When the Option is On (Checked)

When the Manual Answer / Ignore on All Calls box is checked, the behavior described in the table above is modified. Instead, the Answer / Ignore dialogue is always presented before any call is sent through to the agent, regardless of the agent's current connection status.

Agent Connection Result Sounds Played
Not currently connected on the agent leg The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. If enabled, sound plays through computer (connection is live when phone is picked up*).
Connected on the agent leg, but not the client leg The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when the connection is live.
On an outbound phone call The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when connection is live.
On an inbound phone call The agent cannot receive any additional inbound calls while on an inbound phone call. N/A

When Manual Answer / Ignore on All Calls is enabled, the system will never present a record pop up or initiate an agent leg until the user has accepted the call.

NOTE: Agents should be instructed to click Answer before physically picking up their phone. If they pick up their phone first and then click Accept, they'll have to switch lines on their call waiting before they can hear the caller.

InsideSales.com Support

InsideSales.com offers full support for PowerDialer users.

Phone support is available from 7 AM to 6 PM Mountain time Monday - Friday. Weekend and after hours support is available through the Support link in your InsideSales tab within Salesforce.

The Support link gives options for sending in support requests, tracking current and completed requests, as well as links to documentation directly in the system, and through the InsideSales.com community service portal.


Click to view larger image.

Unknown Caller ID

When an inbound call arrives and no match is found for the caller ID, the system can do a number of different things. The default behavior is to automatically pop a new, blank record for users. However, it can also be set to give users the option of creating a new record, or immediately searching for an existing record in the system.

If you wish to set an alternate behavior, you'll need to change some settings. Follow this path:

The InsideSales Tab > Manage Company Settings > Edit Settings

Then scroll to the lower portion of this edit page to find the Inbound Settings section:


Inbound Settings
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This section has two checkboxes:

  • Relate Unknown Caller - This gives users the option to choose between creating a new record, or associating the call with an existing record whenever an inbound call has an unknown caller ID.
  • Allow Call Relationship Change - This gives users the same call relationshpi options even if the caller ID was already associated with a record.

When you are finished editing your settings, click the Save button at the bottom of the page to finalize your choices.

Using the Feature

When an inbound call arrives and its caller ID has not been associated with any record, the dialer will display buttons with the following options:

  • Create New Record
  • Relate to Existing Record

The Creating a New Record

Pressing the Create New Record button will bring up the following window:


New Record Creation
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From here, use the Object dropdown to choose the type of record you wish to create, then click Go! This will take you to the record creation window. If the call arrived through an ACD, the system will automatically populate the record with the caller's phone number and the default field data assigned to the ACD.

Relating to an Existing Record

Alternatively, pressing the Relate to Existing Record button will bring up this window:


Relate to Existing Record
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From here, use the Object dropdown to choose the existing record type. Then click the magnifying glass next to the Record field to open the window for finding and selecting your record.


Find Record Window
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Enter all or part of a person's name or company name in the Search field and press Go! Relevant record will be displayed below. When you find the record you want to use, click on its name. This will return you to the "Relate to Existing Record" dialogue, with the Record field populated with your choice. Click Go! to finalize your decision and continue on to complete the call.

Duplicate Record Notification for Inbound Calls

In some cases, inbound callers call in from a phone number that may be stored in more than once place in the database. This enhancement lets users immediately see if more than one record has the caller ID, letting them quickly find the correct record file right out of the gate, saving time and work. No action is needed to enable this feature. It is enabled by default.

The notification looks like this:


Duplicate Records Notification
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Click the Load link next to the record you wish to use. After loading, the call data will log with the chosen record.

If you load the incorrect record, you can choose a different one by clicking the Relate to Existing Record button, and running a record search.

Release Notes

Find our most recent release notes.

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Advanced training for the PowerDialer for Salesforce.

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