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Monitoring and Recording

Setup and Basics

Adding a License

To add the license:

  1. Go to the InsideSales tab in Salesforce.
  2. Select the Billing Summary link.
  3. Click Purchase Product Licenses.
  4. In the licensing purchase menu, click the checkbox for Recording & Monitoring.

  5. Click to view larger image.
  6. Enter your first name and last name in the form to authorize the change in licenses.
  7. Click I Accept.
  8. The recording and monitoring features are now activated.

Setting Up Recording Options

Once Call Recording and Monitoring goes active, the next step is to establish the basic rules for operation. By default, the system doesn't capture any recordings unless it is told do so.

To have the system start recording calls, go to the InsideSales tab, and then click the Manage Users link. Then click the name of the employee whose settings you'd like to edit. In the dialogue box, you'll see a heading titled Recording Ratio, and a related heading for Minimum Record Time.


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The recording ratio tells the PowerDialer how many calls should be recorded against the total number of calls. In other words, the first number is the number of recordings, the second number is the total number of calls, or sample size, in which they get captured.

In the example, we've set the user's recording ratio to 1/2—we're going to record 50% of their total call volume. This ratio is approximate, and the calls selected by the system for recording are not chosen in a pattern that will be obvious to them.

The Minimum Recording Time field specifies how long (in seconds) the call must be to qualify for recording. Any call shorter than this time will not be recorded. Be aware that using this feature means that the calls which are recorded will be missing the specified number of seconds from the beginning of the call.

The Call Recording Ratio and Minimum Recording Time settings can also be changed for multiple users at once. To do this, go to the InsideSales tab and click Manage Users. Then click the boxes next to the employees whose settings you'd like to change.

Then click the button labeled Mass Update Selected Users and select the desired setting. This will bring up a dialogue box with the relevant field. Enter the desired values and click Update to finalize your choices.

Recording a Specific Call as an Admin

You can use the the Recording column on the Call Monitoring page to turn recording on and off at any time while an agent is on a call. Click ON to turn on recording or OFF to turn it off.

Allowing Agents to Record Specific Calls

You can give your agents the ability to be sure specific calls are recorded. To do this, add the Record Call button to their dialer panel. Clicking this button will record the current call from that point forward until the call has ended.

For more information on customizing dialer panels, see the page of this guide entitled Managing Dialer Panels.

Downloading Recordings

Recordings are stored in a central file storage area in your Salesforce CRM, that links to one of InsideSales.com's dialer servers. In the Salesforce interface you can access the storage area via the Call Recordings link under the Call Monitoring & Recording section of the InsideSales tab.


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As shown above, recordings in these folders are organized by date and employee name. To download a recording, click on it to bring up its detailed information in the main window. Then click Download Selected.

You can also download multiple recordings at once using this process. Hold CTL or SHIFT on your keyboard to highlight multiple files at once. When you click Download Selected, the files will be downloaded together into a .zip file.

You can also find recordings made with a particular lead by visiting the Leads tab and cliking the person's name. Any available recordings will be available under the Call Recording heading of the Activity History section as shown below:


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Click the link under the Call Recording column to download the recording.

The recordings are compressed using the GSM audio codec. These files will play on most audio software players, such as Windows Media player, iTunes, or Winamp.

Be aware that there is a storage limit for recordings on your PowerDialer system. If you exceed the recording storage limit, you'll incur additional storage fees, so be sure to download backup copies of your recordings, and then delete the originals regularly.

Be aware that any files loaded into the PowerDialer Files area, whether call recordings or anything else, will not be accessible from the standard Salesforce documents and files area, and vice-versa.

Call Monitoring

The Call Monitoring Tool provides you with an easy reference that shows what your agents are doing at any given moment. It also gives you the ability to join in to varying degrees with calls in progress. For example, the "Whisper" function lets you give instructions to an agent without callers hearing, and the "Barge" function lets you talk to both the agent and the client.

This summary outlines the various functions of the Call Monitoring page.

Setup and Access

To get to the Call Monitoring page, go to the InsideSales tab and click Monitor Calls under the Call Monitoring & Recording section.


(InsideSales tab > Monitor Calls)
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The monitoring tool page looks like this:


(Call Monitoring Page Overview)
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Settings Panel

The settings panel interacts with the rest of the monitoring tool to control information displays. Access it by clicking the Settings link in the top right corner of the main page.


(Settings Link)
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Settings Options


(Settings Panel)
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Number

This sets your station number. This is where the dialer will call you to perform the Barge, Whisper, and Listen actions you initiate. By default, when the page loads this value is set to the user phone number established in your profile. You can then manually change it through the setting.

Call Type to Monitor

This single-select dropdown field lets you choose whether the page will display Inbound calls, Outbound calls, or both.

Table Ordering

The table order sets the default sorting parameters for the agent table. There are two options:

  • Alphabetical
  • Alphabetical / Active On Top
Alphabetical

When set to Alphabetical, the table is sorted by agent last name, in ascending order. The sorting can be changed later by clicking on a column heading in the actual table. The sorting will reset if you refresh the page or reset the sorting to the default by click-ing on the Agent column.

For example, let’s say you want the agent table sorted by status, instead of agent name. In the table itself you could click on the column heading for Status, and the table would resort. If you want the sorting to go back to the default, you can either refresh the page, or click the column heading for Agent, until it is set back to ascending order (A-Z).

Alphabetical on Top

When the dropdown is set to Alphabetical / Active on Top, the agent table sorts alphabetically by agent last name, ascend-ing order, but also dynamically updates as agents go on and off phone calls. Active agents automatically shift to the top of the table, sorted alphabetically. Inactive agents then follow below, sorted alphabetically.

PLEASE NOTE that if you manually sort the table using a column header, the “float to the top” behavior will stop, and the table will ONLY sort in the manually specified order.

Using the Tool - Summary Boxes

The summary boxes display additional information about inbound calls, and if any calls are in the queue.

Calls in Queue by ACD

This summary table displays the number of calls currently in the dialer queue that have not been answered. The large number at the top is the total callers waiting across all ACDs. Below, the number of callers waiting in each ACD is displayed.


(Calls in Queue Summary)
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Agents Talking

This summary displays displays the names of agents currently on a call, and how how long they’ve been on the call. It also shows the name of the ACD for inbound calls, or the name of the dialer list for outbound calls.


(Agents Talking Summary Table)
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Wait Time

This box shows the wait time of calls currently waiting in ACD queues. The large display at the top shows the wait time of the call that’s been waiting the longest of anyACD. The ACD column displays the names of ACDs with callers who are waiting. The Wait Time column displays the wait time of the caller who has been waiting in this ACD for the longest period of time.


(Wait Time Summary Table)
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Wait times do NOT include calls waiting to be routed to agents through Route to Owner or Route to Last Caller in an IVR, since typically these are very quick routing decisions made by the dialer server, and only lead to a few seconds of wait time (i.e., if the user isn’t available, the call generally fails over immediately).

The Agent Monitoring Table

Beneath the summary section is the main monitoring table, listing all agents that can potentially use the dialer. Before getting into the actual tools, let’s review some of the ways you can update the visual display of the table.

The Set Filters Button

This button opens a window with three dropdowns that allow you to filter which agents show up on the table.


(Set Filters Button)
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(Set Filters Window)
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There are three multi-select dropdowns available:

  • Filter by Manager - This dropdown filters the agent list down to only agents who report to the managers you select. This references the Reports To dropdown designation on each employee's profile page.
  • Filter by Role - This dropdown filters the agent list down to only agents with the selected Salesforce Roles.
  • Filter by ACD - This dropdown filters the agent list down to only agents who are logged in to the selected ACDs.

Making selections with more than one of the dropdowns will limit your results to agents who meet the criteria of ALL the dropdowns.

When you're ready, click Save.

Table Columns

Several columns are displayed by default, and cannot be removed from the table.

Monitoring Actions

Whenever an agent is on a call, this column reveals actions you can take to monitor or to otherwise participate.


(Monitoring Actions)
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Monitoring Actions will covered in more detail later.

Outbound Status / Inbound Status

Shows the agent’s current status and how long they have been in that status. Whether or not these columns appear is determined by the Call Type to Monitor field in the settings panel.


(Inbound / Outbound Status)
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Recording On / Off

This indicates whether a call is being recorded or not. If an agent is on a live call and not being recorded, you can click the ON link to start recording from that point. If a call is being recorded and you want to stop the recording, you can click OFF to end the recording.


(Recording On / Off Column)
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Call Details

Shows one of the following:

  • The ACD from which a call originated
  • The dialer initiative / list from which the outbound agent made contact.
  • Route to Owner (if the call was returned through a “route to owner” option in an IVR)
  • Route to Last Caller (if the call returned through a “route to last caller” option in an IVR)

Team

Displays the team assignment for the agent, if applicable.

Additional Columns to Display

Additional columns can be added to the default items using the Selected Columns field.


(Columns Selected)
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Available Columns

Columns that display daily metrics for the agent:
  • Inbound Call
  • Outbound Call
  • Appointment Set
  • Abandoned Call
  • Miss-called Number
  • Busy
  • Voicemail
  • Left Live Message
  • Bad Number
  • Wrong Number
  • No Answer
  • Set Callback
  • Transfer
  • Email
  • Voice Message
  • Fax
  • SMS
  • Contact
  • Correct Contact
Columns that display record information (i.e., the record with which the agent is currently on the phone):
  • Lead Source
  • Record Name
  • Lead Status
  • Company Name
Columns that Display Other Information:
  • ACDs: Displays the names of all the ACDs the agent is currently signed into.
  • Object Type: Displays the object type of the record the agent is calling (lead, contact, etc).
  • Caller ID: Displays the caller ID of the currently connected client leg.

Other Column Appearance Controls

Dragging Columns to a New Position

You can also change the order in which visible columns appear by dragging column headers to another location.


(Column Dragging)
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Column Heading Sorting

The contents of column in the table can be sorted by ascending or descending order. Change from one to the other by clicking on the column heading.

Table Resizing

The monitoring table dynamically resizes to fill available browser space when the browser width is greater than the minimum page width.

Monitoring Actions

We briefly mentioned this column before. Now let's go over its functions in detail.

The Monitoring Actions column contains the primary action links used on an active call. Links become available an agent is on an active call. In addition, the row highlights in green when your mouse is over it, making it easier to tell which user is being targeted for the action.


(Monitoring Actions)
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Available Actions

Listen

Allows you to listen in on the call. You can hear what both the agent and client are saying, but neither of them can hear you.

You'll stay connected to that agent even if they move on to another call, allowing you to easily monitor multiple calls by the same agent. Click End Listen to stop.

Whisper

Whisper does the same as Listen, but allows the agent to hear what you are saying, but the client cannot. This way you can coach the agent without the caller hearing what you say.

When the agent moves on to the next call while you have this action activated, you'll automatically revert to the Listen action.

Barge

This allows you to fully participate on the call. Both the agent and client can hear what you say. PLEASE NOTE that if the agent hangs up after you perform this action, it will end the call for all the participants.

When the agent moves on to the next call while you have this action activated, you'll automatically revert to the Listen action.

Disconnect Call

This action hangs up the client leg from the call. If you are actively “whispering” or “barging” on the call, you will still be able to communicate with the rep. Be aware you can perform this action whether you are “actively” participating on the call or not.

Logout

Closes any calls the agent is on, logs the agent out of the sys-tem, clears all active session data, and clears their inbound state. This is useful if one of your agents forgot to logout at the end of the workday.

View Record

Pulls up the database record the agent is actively working with, so you can get more information about them.

The Active Monitoring Toolbar

Performing any of the monitoring actions brings up the Monitoring Actions Bar above the agent table. This bar will “float” with you as you scroll through the agent list, allowing you to keep tabs on the call you’re currently monitoring while reviewing other agents’ activities.


(Monitoring Actions Bar)
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Manage Call Recording Settings

The Manage Call Recording Settings page allows you to control other options regarding how the system handles the recording of calls. From here, you can restrict the system from calling certain area codes, and specify how long call recordings should be stored before being automatically deleted.

Getting to the Page

To access the setting in the PowerDialer for Salesforce, follow this path:

InsideSales Tab > Manage Call Recording Settings

This takes you to the Manage Call Recording Settings page.


(Manage Call Recording Settings page)
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Restricting Call Recordings by Area Code

This feature can help you maintain better compliance when making call recordings. Different area have various laws regarding making recordings of phone calls. This feature allows you to turn off the ability to record calls when calls are made to specific area codes.

Please note that while InsideSales.com provides this feature, we don't make any recommendations related to appropriate usability for this feature. We merely offer it as a tool for you to use for your own compliance needs. For questions related to specific locations of acceptable practices for recording phone calls, refer to your own internal compliance / legal counsel to determine acceptable use cases.

The interface is straightforward. Simply add an area code to the field next to the Add Area Codes button. You can add more than one at a time by separating them with commas. Then click the Add Area Codes Button to add them. If you wish to remove an area code, click the (x) next to it.

Once you've finished editing your list, click the Save button to finalize your changes. The new settings will go into effect immediately.

Record Only the Agent

This feature gives you the ability to only record your agent's voice on outgoing calls. Depending on your company policies, you may find this a useful way to keep a recording that gives insight into your agent's work patterns without having to record the other participant, or stopping to ask for their permission to do so.

You can select options from the dropdown labeled Record only the agent. There are three settings to choose from:

  • Off turns this feature off completely and is the default setting. When off, the system will record both the agent’s voice and the client’s voice.
  • All Outbound Recorded Calls turns this feature on. All outbound recorded calls will only record the agent's voice.
  • Calls to Selected Area Codes turns this feature on in certain instances only. With this option selected, the system will record only the agent's voice whenever they are talking to someone whose number has one of the area codes selected on the page. Notice that to reflect this, the label next to the area code selection window changes from Do not record outbound calls to these area codes to Record only the agent leg on outbound calls made to these area codes.

Automatic Deletion of Call Recordings

This feature allows you to set how long the system will store call recordings until they are automatically deleted. This helps you better control system data usage and organization, and reduce monthly data storage fees.

To use it, enter the desired time in the field labeled Delete Call Recordings Older Than. Call recordings will automatically be deleted after the entered amount of days. Deleted recordings are removed from the system between midnight and 4 AM on the specified expiration day (e.g., on day 31 if the number is set to 30).

If you wish to keep your call recordings indefinitely, set this value to 0.

Time Frame for Deletion: Call recordings will be deleted between midnight and 4 AM on the day after the defined expiration. For example, if the time frame is set to 30 days, the files will be deleted between midnight and 4 AM on day 31.

After selecting your settings, click Save to finalize your changes.
 

Third-Party Call Recording Storage

Overview

This set of tools is involved with the way InsideSales.com tracks and uses file storage when working with dialer call recordings. A series of related features work in concert to accomplish this.

Please note that the third-party storage tool must enabled by an InsideSales.com support representative before it will be available in your system. Contact InsideSales.com if you think your organization might be interested.

Licensing

Data storage is divided into three separate "buckets," one for database storage (records housed in the database), one for general file storage (file attachments, items in the Files tab area, etc.), and one for call recordings.

Be aware that this may affect your monthly billing amount, so be sure to double-check your storage allotment.

Hardware

Here's a few notes about how our dialer servers handle the physical storage of call recordings.

When calls record, the digital audio files initially save directly to the dialer server where the call took place. While the file is stored there, users can preview, download, or delete individual recordings but cannot download or delete them en masse.

Each night, the dialer server automatically transfers the recording files to the appropriate InsideSales.com data server that houses each client's respective database. Once offloaded from the dialer server(s), files can be viewed by clicking the Call Recordings link on the InsideSales tab, and downloaded or removed en masse.

With a third party storage option in place, files are still transferred off the original dialer server, but are sent to a separate physical server from the client database. All of the functionality is the same, and all of the file links in the Files tab are there, we've just offloaded the storage to a different physical location, freeing up that space on the primary database servers. This helps keep call storage costs lower, and reduces performance overhead on the database servers.

The Third-party Storage Utility

However, some of our users still use a substantial enough amount of call recording storage to incur monthly storage fees. To help clients reduce these costs, and take more control over the storage and backup of their recordings, we have included the ability to send call recordings to a third-party server location each night, instead of to InsideSales.com's database.

User Interface

Observe the Manage Call Recording Settings link under the "Call Monitoring & Recording" section link on the InsideSales tab.


(Manage Call Recording Settings Link)
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The link takes you to a page where you can set up a dedicated, off-site server location where your call recordings will be sent on a nightly basis.

Note: While this link will exist whether or not third party storage has been activated on your account by your InsideSales.com representative, it will not contain the settings described next if these features have not been activated.


(Manage Call Recording Settings Page)
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If your company keeps large amounts of call recordings on your system, you may want to leverage this tool for cost savings, as InsideSales.com charges a monthly fee to clients who exceed their allotted hosted storage amount.

The tool provides two options, (or locations) where clients can push their recordings: 1) To their own off-site SFTP location, or 2) to an Amazon Cloud storage account.

SFTP Settings


(SFTP Settings)
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Here is a brief description of the settings:

  • Transfer Type - This sets the transfer type to SFTP or Amazon S3. For detailed information about this option, see the section of this page entitled Amazon S3 Help Guide for PowerDialer for Salesfroce
  • Domain or IP - This points to the Web location with SFTP access.
  • User Name - Enter the SFTP account user name for the specified domain / IP address.
  • Password - Enter the SFTP password for the specified user name.
  • Public / Private SSH Keys - We can use either the user name / password combination to access your server, or SSH key pair. The SSH key pair method is the most secure, and should be used if at all possible.

    If the SSH key pair is used, the system will ignore the user name / password combination. If, however, the public or private SSH key is encrypted (which is often the case), enter the user name and password for the  SSH key de-encryption, NOT the user name and password for the SFTP server. The service will use the SSH options to make the server connection.

  • File Directory - If this field is used, it will create a sub-directory on the SFTP server where the files will be stored. If nothing is specified in this field, files will be dropped into the root directory defined for your SFTP account.
  • Default File Name - This sets the file name parameters for recordings AFTER the files are moved each night on to the third-party server. Names will combine three elements, which can be chosen from the following options:
  1. Date Created
  2. Employee Name
  3. Contact Name
  4. Contact ID (record ID)
  5. Number Called


(File Name Section)
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An Important Reminder

The third-party recording and file storage elements of our system provide many helpful features to our users.

We HIGHLY RECOMMEND that you regularly review your system data usage, and identify aspects of your setup which incluence your usage and storage fees.

Continue reading below for more information about the Amazon S3 storage option.

Amazon S3 Help Guide for
PowerDialer for Salesfroce

Getting Started

What is Amazon S3?

To help customers better manage costs, we've included the ability to move stored call recordings off InsideSales.com's servers, and on to a client-controlled location. This utility currently allows clients to use their own FTP / SFTP server, or connect to an Amazon S3 account.

We've provided this page to help our users who are considering using Amazon S3 for their off-site backup storage needs.

The simplest way to explain Amazon S3 ("S3" stands for "Simple Storage Service") is that it is a big "vault" to store data so that it can be used by Web applications. It's not primarily designed to work as a "Web site host," in terms of managing domain names and hosting active Web pages (though you can use it this way). Instead it's meant to interact with Web applications that transfer data between systems---images, databases, audio files, videos, text logs, and so on.

Amazon describes it this way:

"Amazon S3 provides a simple web services interface that can be used to store and retrieve any amount of data, at any time, from anywhere on the web. It gives any developer access to the same highly scalable, reliable, secure, fast, inexpensive infrastructure that Amazon uses to run its own global network of web sites. The service aims to maximize benefits of scale and to pass those benefits on to developers."


(Amazon S3 Home Page)
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An example of how S3 could be used might involve a Web application that needed to run a nightly backup service to store certain pieces of data. Rather than having to set up and maintain a server cluster to do this, a company might instead use the Amazon S3 cloud as part of their standard operations, and incorporate the cost of the Amazon S3 services into their business model.

What Amazon S3 is Not

Some mistakenly believe that Amazon S3 is merely another type of "dropbox" tool to store files. Don't think of S3 as an application, but more of an ecosystem, or platform, which applications can utilize. For example, Amazon has its own "Amazon Cloud Streaming" application for purchasing and listening to music. The application has a front-end, with playback and volume controls, options to download music, and so forth. The interface is one part of the application, the back-end is actually using the Amazon S3 cloud structure, which is separate from the front-end interface.

Using the S3 platform, a developer / company could conceivably build a video streaming application, a data backup application, a digital printing application, an online image editor (you get the picture). Any Web application that transfers data between two locations could use the Amazon S3 platform as part of its data storage tool set.

How InsideSales.com Uses S3

InsideSales.com uses S3 in a simple, straightforward way---to move call recordings off of InsideSales.com's server clusters, and on to the S3 platform, saving clients money and giving them more robust access to their data.

When cloud recording storage is enabled and configured, the InsideSales.com Web application interacts with the S3 cloud to perform the needed file transfers.


(Amazon S3 Recording Settings)
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At night, call recordings generated in your InsideSales.com system would automatically upload to your S3 storage account.

Setting Up Your Amazon S3 Account

Create an Account

To take advantage of the cloud recording storage tool using Amazon S3, you'll first need to create an account if you don't have one. Head over to:

http://aws.amazon.com/s3/

and click the link to Sign Up Now.


(Amazon S3 Sign Up Link)
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At that point, you can choose to link your Amazon S3 account to your current Amazon account if you have one, or create a new Amazon account specifically for S3.


(Account Sign Up)
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After signing up, you'll be required to enter your credit card information for billing, and taken to an activation page.


(Amazon S3 Activation)
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After you receive an an email confirming your account activation, you're ready to move to the set up phase.

Setting up a "Bucket"

The easiest way to get started is to follow Amazon's provided "Get Started" guide. You can access it directly through your browser, or as a PDF.

HTML version:

http://docs.amazonwebservices.com/AmazonS3/latest/gsg/GetStartedWithS3.html

PDF:

http://s3.amazonaws.com/awsdocs/S3/latest/s3-gsg.pdf

Since your account is already created, you can start on Step 2, "Create a Bucket." Log in to the Amazon S3 console, https://console.aws.amazon.com/s3, and create a new bucket in the interface.

Pay attention to the naming conventions Amazon describes for setting up your bucket (see Step 3 in Amazon's setup directions). You will want the bucket name to be unique, and follow appropriate conventions. BE SURE THE BUCKET NAME IS WHAT YOU WANT, because once you create it, you cannot change its name (though you can, of course, create a new bucket if you don't like the one you created).


(Amazon S3 - Create a Bucket)
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Bucket Region

Amazon provides as number of regions for its "buckets," based on location. Depending on the region you choose, the costs and fees associated with transferring data to those buckets may change, so be sure you select the best one for your organization.

Review the pricing and other information at:

http://aws.amazon.com/s3/

to get a better idea for how your region selection may affect your costs and usage of the system.

Bucket Console

After creating your bucket, you will be taken to the bucket view screen in the console.


(Bucket Console Default View)
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If you choose, you can upload files directly to the bucket root directory, or you can create a sub-folder within the bucket. Either way will work just fine for the PowerDialer for Salesfroce call recording storage tool, you'll just need to specify the folder when you set it up in your system.

Get Your Credentials

Before moving over to PowerDialer for Salesforce, you'll want to get the access credentials for your new account. Click on your name in the top right corner of the screen, then click the Security Credentials link.


(Security Credentials Link)
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From there, you'll re-verify your account login, then be taken to the security credentials page. Look for the section heading for "Access Credentials." You'll see three tabs, one for access keys, one for X.509 certificates, one for key pairs. The items you'll need for PowerDialder for Salesforce are the two access keys--the access key ID, and the hidden key.

Write down, or copy / paste both of these somewhere where you can remember them.


(Access Credentials Page)
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(Secret Access Key)
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Setup in PowerDialer for Salesforce

Click the Manage Call Recording Settings link under the "Call Monitoring & Recording" section link on the InsideSales tab.

Note: While this link will exist whether or not third party storage has been activated on your account by your InsideSales.com representative, it will not contain the settings described next if these features have not been activated.


(Manage Call Recording Settings Link)
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Once there, you'll see a dialogue page to set up your off-site call recording settings. Select Amazon S3 in the top dropdown.


(Amazon S3 Settings)
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Input your access key and secret key into the provided text fields.

Bucket Directory

Here you'll need to input the full Amazon bucket name into the field. If you have any sub-folders in the bucket that you want the files to arrive in, they'll need to be appended to the bucket name, with a trailing forward slash.

For example, if your bucket name was

insidesales-call-recording-storage

and you had a folder in that bucket called "recordings," you would input the following into the bucket directory field:

insidesales-call-recording-storage/recordings

You MUST input the correct bucket name, and any folders into the bucket directory field, or the tool will not work properly.


(Bucket Directory Filled Out)
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Default File Name

This setting determines how the files will be named when pushed to your Amazon S3 bucket. There are three entry fields, with five options available for each field:

  1. Date Created
  2. Employee Name
  3. Contact Name
  4. Contact ID (or lead ID, or account ID)
  5. Number Called

Choose the three naming options that will best help you manage the recordings down the line.

Final Steps

Test Connection

Before saving your settings in PowerDialer for Salesforce, click the Test Connection button to ensure that you have input the correct access key and secret key. If the keys are valid, you will receive a notification showing that they were recognized.

If the keys were entered incorrectly, you will likewise receive a warning notice.


(Text Connection Button)
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After you have tested your connection, go ahead and save your settings.

Bucket Policies and Other Permissions in Amazon

In some cases, your organization may want to establish particular policies related to accessing and transferring data to your S3 account. This can be done by establishing additional user access permissions, as well as creating "bucket policies" that control specific file access, read / write permissions, and other settings related to data stored in that bucket.

These are advanced settings that should typically be managed by your organization's IT department, as they relate to specific settings initiated through the Amazon Web Services API.

Bulk Managing Files in the S3 Bucket

Once files arrive in your Amazon bucket, you will no longer be able to mass download or mass delete the files from within your InsideSales dialer system. Someone in your organization will need to be tasked with managing the S3 bucket. You can do this manually through the AWS console, or if your company felt so inclined, you could create a custom Web application that interacts with the AWS service to manage files.


(Bucket Management Actions)
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Release Notes

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