Your Billing Terms

The terms of your license agreement and length of contract were established at time of sale. To receive certain pricing considerations your organization may have agreed to a minimum licese "floor," meaning that the number of purchased licenses can never go below a certain amount. The price-per-license you see in your billing system should accurately reflect your contracted terms.

You are always free to assign and deassign licenses to specific users, but you typically may not REMOVE licenses from your account. If you have questions about this, consult with support to review your license terms.

Your billing system also tracks dialer minutes usage, both for standard calls as well as for SMS / text messaging (if applicable).

The Main Billing Summary

Your billing summary screen is broken into four main sections:

  • Products: Shows current licenses being billed and in use by users. Includes four sub-options to:
    • Assign Licenses to Users
    • Purchase Product Licenses
    • Purchase Services
    • View Storage
  • Billing Preferences: Lets you manage funding sources for payments.
  • Dialer Minutes: Shows current available dialer minutes, and lets Sysadmins purchase more minutes as needed.
  • Sales Transactions: Shows all purchases and transactions made for PowerDialer services.

Billing Accounts and Funding Sources

When you first set up your PowerDialer for Salesforce package, you should have gone through the initial setup process for your primary billing account and funding source. To update, add, or remove a funding source, use this tool.

Be advised: You MUST have at least one valid funding source present at all times. In order to remove a source, you need at least one alternative source entered.

To update a funding source:

  1. Click Edit Billing Preferences.
  2. Click Add New Funding Source
  3. Choose the appropriate account type: Credit Card or Bank Account (ACH).
  4. Enter all of the needed details for the account.
  5. Enter your first and last name as being an agent authorized by your company to use this funding source.
  6. Click Submit.

The Products Panel

The main Products panel provides a summary breakdown of your current billing. To make changes, use one of the sub-action buttons as needed.

For a basic breakdown of the license types, consult the table.

License Description
PowerDialer Gives the user full access to the PowerDialer as an agent, and the ability to manage lists and other settings as permitted by their user role.
Inbound Agent Gives the user access to both the stand-alone Inbound Agent client software, and the inbound/outbound blend functionality in the PowerDialer.
ELF (Electronic Labor Force) The ELF lead and contact nurturing tool performs automatic responses and actions in the background while agents do their work. To take advantage of this function, a user must have an ELF license assigned to their account.
Admin Only Users with this license can access all of the back-end set up and management tools, but cannot actually use a Domino or Seek initiative to make calls.
Flex Port Flex Ports are a necessary component to use the 1-click voice message, inbound, and call recording and monitoring features. These are a pooled resource of telephony "ports," or portals, that switch on and off between the dialer servers and the telecommunications backbone. In essence, it's a "flexible phone line" that gets turned on and shut off at as it is needed.

Because telecom companies charge for use of the backbone, flex ports are a necessary license to ensure steady access for the dialer functions that need them. If an organization ever reaches its Flex Port usage limit, certain calling functions may stop working (i.e., inbound calls may get dropped, voice messages may not get sent, etc.). As a result, it's important to manage and keep an eye on Flex Port licenses and usage.
Recording and Monitoring This unlocks the management capability to actively monitor and record agent calls.

For this feature to work you only need to purchase one license for your system, but you do need an available Flex Port for each simultaneous recorded or monitored call.

Toll-free Numbers Shows the number of potential toll-free lines available to be connected through the Inbound Agent. To have a toll-free number assigned, you need an available license first, but you'll need to contact your service representative to go through the process of hooking up the line through a telecom provider.

Assign Licenses to Users

This action brings up a dialogue box to assign or de-assign PowerDialer product licenses to your employees. The interface should be fairly straightforward.

Click to view larger image.

Check or un-check the assigned licenses to a particular user. When finished click Save. Notice the small panel on the far right that shows you your currently available license totals.

If you don't have enough available licenses to assign them to all of your users, you'll need to use the Purchase Product Licenses action on the Billing Summary page to add them.

Purchase Product Licenses

This action dialogue lets you update the total number of licenses you are being billed for each month. To make changes, you can either manually enter the number into the Add/Remove Licenses field, or use the arrows to increment/decrement your current total.

Click to view larger image.

Be aware that based on your service agreement, there may be a minimum number of licenses you must keep on your account through the duration of your contract.

When you've finished making changes, enter your first and last name in the authorization section at the bottom of the page, and click I Accept.

Also, pay attention to the funding source information in the top right. If you don't want chargse to go on a particular funding source, you'll need to use the Edit Billing Preferences dialogue back on the main Billing Summary screen.

Purchase Services

This dialogue is seldom used, except during your initial implementation. When you begin using the system, you'll select one of the implementation types, which will be included as a one-time charge.

Beyond that, any other services purchases will need to go through an service representative first.

View Storage

Click to view larger image. places a limit to the amount of data that can be stored in conjunction with use of the PowerDialer. By default this limit is 250 megabytes for up to five users, with an additional 50 megabytes being added for each additional user beyond that.

If you exceed your allotted storage limit, you'll be charged a monthly fee of $30 for up to your first gigabyte of storage, and an additional $30 for each gigabyte beyond that.

For example, let's say you had eight users on the system. You'd have a total of 400 megabytes of available storage (250 megabytes for the first five users, and an additional 50 for the next 3, for a total of 400).

Over your first six months you never exceed your 400 megabyte limit, so no fee is incurred. Then in month seven your storage edges up to 500 megabytes. You'd now be incurring the $30 charge. However, you could then continue to fill your storage up to one gigabyte without incurring any additional fees.

Then let's say in month nine your storage edged up to 1.2 gigabytes. Now you'd be incurring a $60 a month storage fee—$30 for the the first gigabyte, and $30 for the second. However, you could keep filling your storage at that point up to the full two gigabytes before you'd incur an addition $30 monthly charge.

The key is to pay attention to your storage usage to better manage the costs associated with it.

Billing Preferences and Dialer Minutes

Most of the options presented in this dialogue should be fairly self-explanatory; the trick is to understand the interaction between how you are billed and your funding sources.

Funding Sources

By default, will always bill your primary funding source for monthly recurring fees. Secondary billing sources are generally only used if a problem occurs with the primary funding source, though you can also utilize it to pay other intermittent fees such as recharging dialer minutes.

If you want the option of having your billing rotate between two different sources, for instance, you'll need to create both funding sources, and manually rotate them as the primary funding source each month.

In our example screenshot, notice that we have two funding sources—our primary source is a credit card, ending in -1111, that expires in November 2013. Let's say this is a Visa.

For our secondary funding source, we have another credit card that expires in December 2021. Let's say this is a MasterCard.

Suppose it's nearing the end of the month, and you want next month's bill for your PowerDialer services to go on the MasterCard, and not the Visa. To do this, click the action for the secondary source to Make Primary. The system immediately swaps the two sources out—our Visa that expires in 2013 is now the secondary, and not the primary source.

If you only have one funding source, its information will only appear in the Primary Payment Details panel.

Edit Billing Administrator

By default, assumes that the user who installed the PowerDialer for Salesforce AppExchange package is the administrator responsible for the billing account.

To change this setting, use this panel.

NOTE: the billing administrator must a Salesforce user with administrative privileges.

Cancel Account

You can choose to cancel your PowerDialer for Salesforce service at any time, subject to the terms of your service agreement.

If you have any questions about the terms of service, buyout clause, or other details regarding your service, contact the Accounting and Legal department.

Dialer Minutes Panel

Click to view larger image.

The dialer panel shows your remaining minutes balance, in the form of a dollar amount. Some may wonder why we use money, rather than the actual minute totals.

The reasoning is that most Sysadmins are looking at dialer minutes as a function of cost—i.e., how do I efficiently manage my dialing to maximize productivity? This being the case, it's easier to show managers that cost function up front, rather than showing the actual minute totals, and then converting them.

If you're curious as to your actual minute totals, divide the dollar amount by the standard cost per minute of $0.02.

To purchase more minutes, click the link. Be aware that when recharging (purchasing) minutes manually, there is a minimum purchase amount of $100.00, which works out to 5,000 Dialer minutes. For some sysadmins that will be a large amount, so automatic recharging will be a good option that does not have such a large minimum purchase amount.

Automatic Recharges

Some Sysadmins don't want to worry about managing their dialer minutes manually. If you're one of them, use the Automatic Recharge feature. This can be activated within the Purchase Minutes dialogue page.

The automatic recharge amount is based on your actual usage. The billing system calculates your average daily volume during the 30 days immediately preceding the recharge. The daily average is then multiplied by 14 to get a two week average. This is the recharge amount. The Minimum Reserve amount is calculated the same way, but is multiplied by 7 to get a one week average. Dialer minutes will bounce back and forth between one and three weeks worth of minutes when auto recharge is turned on.

Thus, when your dialer minutes account dips into the minimum threshold, the system schedules a payment for next charge cycle (the system runs automatic recharge payments approximately every 4 hours).

As an example of using automatic recharge for your dialer minutes, if your average useage was around $30 or 1,500 minutes per week, the billing system would determine a threshold level (minimum balance level) of "X" based on that average useage. As soon as your balance of available minutes dipped below that level the system would automatically initiate a purchase of minutes from your funding source for the amount of "Y" (something close to your average of $30) so that your agents could keep dialing without missing a beat.

There are instances where your minimum threshold was unusually low, or you missed a recharge cycle by a few minutes and you may still run out of minutes, in which case you'd need to go purchase them manually. But the automatic recharge mitigates this concern considerably, while using your own usage data intelligence to keep purchase amounts balanced.

Sales Transactions Panel

Click to view larger image.

This panel of the Billing Summary page is designed to help you review prior sales transactions. Each billing cycle, checks your current license schedule and bills your primary funding source on the first calendar day of the month.

For ease of viewing, the Sales Transactions panel allows you break down your receipts by licenses or dialer minutes to help you monitor overall usage.

When a transaction is processed, it will appear in the table, depending on the date range filter you apply.

To get an itemized view of the transaction, click the hyperlink in the TRX # field area. A pop-up window will show you the line-item breakdown. You can print or email this breakdown from the pop-up window area, or from the main Transactions panel by using the Print | Email links.

Release Notes

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