The dialer panel houses the primary dialing actions—initiating calls, sending voicemails and emails, saving call logs, and setting callbacks. As a system administrator you get to decide exactly which actions are available. Depending on your agents' various roles, you might devise several different panels to suit their needs.
To get started, head to the Manage Dialer Panels link in your InsideSales tab.
By default the PowerDialer for Salesforce™ installs two "default" panel configurations, one for PowerDialer and one for Click-to-Call. You can create additional custom panels for both calling modes. Keep in mind that panels created for one calling mode are NOT usable in the other.
Until you decide otherwise, all dialer users will be assigned to the two default configurations. For simplicity, update the defaults as needed if you want keep the same panel profiles for all users.
If you create any custom panels, you'll need to assign them before they can be used (more on that in just a minute).
Click-to-Call panels are assigned to users via Salesforce roles. Once a panel is assigned to a role, all agents in that role use the same panel. For PowerDialer mode, panels are assigned at the list level (i.e., as part of a Seek or Domino list configuration).
All roles start with the default Click-to-Call panel assigned. To change this you'll first create a new panel, then assign the desired roles to it.
If you ever remove a role from a panel configuration but forget to reassign it to a different one, the role will revert to using the default panel config.
Click the roles 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.
If you assign a role to a new panel, and that role is already assigned elsewhere, the system will show a warning asking if you want to reassign the role to the new panel or cancel and return to the role assignment screen.
This process is simple—while creating a dialer list, select a panel in the dropdown. That panel will be used for all agents calling from the list.
The panel editor has three main components: the "trough" area, the active panel editor, and the section display.
If you've used the Salesforce layout editing tool before, the basic layout of the trough should be familiar.
The trough shows you all of the panel sections and fields. The panel sections are stored on the far left of the trough, visually distinct with their yellowish coloring. To the right of the sections are the fields themselves, in gray.
If a section or field has already been added to the panel, the object in the trough will be slightly greyed out. However, even when this is the case you can still select a section or field and edit its properties.
Each panel is comprised of one or more sections. Each section has different actions that can be added, removed, and organized within that section. You can also re-order the sections themselves by dragging and dropping them in the panel section area.
To add a new section, you can either drag a panel section from the "trough" area and drop it in, or you can click the Add Section link at the bottom of the sections area, and choose a section in the resulting dialogue window.
Click on a section in the Section Organizer. The selected section will be highlighted in a blue border.
To move a section, drag-and-drop it up or down in the section area. To remove a section, click the blue (X) in the upper right corner of the selected section. Notice that this updates the section's availability back in the trough.
Notice too that you cannot remove the Dialer Controls Section from your panel layout. This area is required.
To edit a section, click-select it in the section organizer. Notice when you select a section, the section details view appears in the center of the editor. Depending on which section you select, the buttons in the trough area will also change. Remember that greyed out buttons are already in the area you've selected, or for some reason can't be placed in that section.
Adding a button is simple—simply drag a button from the trough into the detailed editor area, and drop it in. Notice as you drag the button over various possible positions, the interface displays a box highlighting where it will land when dropped.
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. As you change positions, 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.
To remove a button, click the blue (X) while it's selected, sending it back to the trough. Depending on which section you're working with, you may not be able to move a button in a section without removing it first, then re-adding it from the trough.
Click-to-Call panels do not support custom buttons, since Click-to-Call is designed to be used natively in Salesforce.
Also, not all panel sections accept custom buttons. In some instances you can create and edit custom buttons in the trough, but once they've been added to a dialer section can't be re-edited.
The standard Save and Quick Save buttons (obviously) save your panel. Use Save when you're COMPLETELY finished with your panel and ready to move on to something else. Use Quick Save when you want to save your current changes but keep working on the panel.
If you've finished making changes on a panel, but want to save a different copy and continue working, use Save As. Bring this up by clicking the arrow next to the Save button.
The cancel button will immediately exit the panel editor and discard any unsaved changes.
These buttons are the equivalent of using CTRL-Z / CTRL-Y in other applications, undoing or restoring the last action you made in the Dialer Panel Editor. These only track the LAST action performed or undone.
To create a new PowerDialer Panel, click the Create PowerDialer Panel button at the bottom of the Manage Dialer Panels list.
First, you'll be asked to enter a name:
Click Save & Next to continue to the Dialer Panel Editor.
Unlike Click-to-Call Panels, which are assigned to Salesforce roles, PowerDialer panels are assigned to dialer lists. The Standard Panel is the default choice for Domino or Seek lists.
You can select a different dialer panel by using the Dialer Panel dropdown when creating or editing a Domino or Seek list. It is located next to the Query Name field on the list edit page:
Once you click Save, the dialer panel you selected will be used whenever you run the list.
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.
To edit an existing custom button, click on it in the Button Trough and 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.
To delete a custom button, click on it in the Button Trough and then click Delete Button.
As you move forward, remember that you can return to the Manage Dialer Panels page and revisit your settings at any time. Keep this in mind as you read the next section regarding Domino and Seek lists. As you read, ask yourself: What actions do I want my agents to perform when contacting the people on a call list? What do I NOT want them to do?