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Dialer Panels

The dialer panels are editable for each click to call layout and PowerDialer initiative. Use this guide to help build the perfect panel for you.


How To

Editing and managing panels

Editing Dialer Panels

The panel editor has three main components: the "trough" area, the active panel editor, and the section display.

The "Trough"

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.

Panel Sections

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.

Selecting a Section

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.

Editing a Section

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 Buttons

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-n-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.

Custom Buttons

Panels for PowerDialer mode support the use of custom buttons. Custom buttons use Javascript to interact with some of the dialer's native functions, letting you create "macro" actions, perform validations, and other cool stuff.

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.

Saving a Panel

The standard 'Save' and 'Quick Save' buttons 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.

Save As

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.

Cancel

The cancel button will immediately exit the panel editor and discard any unsaved changes.

Undo / Redo

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.

Add Custom Fields to Dialer Panel

Adding Custom Fields to Dialer Panel

Once you have the fields you need, go ahead and add them to your dialer panel as needed. There's no other special requirements.

If You Just Created Your Fields in Salesforce

If you've just added new picklists/fields to your Salesforce system, you won't be able to immediately add the fields to the dialer panel. To maintain proper data links for dialer metrics and reporting, InsideSales.com runs a nightly database synchronization process with your Salesforce instance. Any fields you've just added to Salesforce will NOT WORK with the dialer tool until the nightly sync completes.

Play Recording Button

Play Recording Button

We've provided the ability for agents to play back a pre-recorded message while on an active call.

If your sales process requires you to play a compliance message or other type of notice to the client in the course of your call, all you need to do is press the Play Recording button and choose your message recording.

Before you can begin using the 'Play Recording' button you will need to set this up in the Dialer Panel Manager.

  1. Add the button to the panel and then click 'Edit'.
  2. Select your messages you wish to have available.

    The available recordings are based on your (or your users') permission settings; you'll only see recordings to which you have access. If you change a message to "Selected," it will be available to all users with access to the panel, even if they normally would not have permission to use that particular recording. Notice you can reorder the list using the arrows.

  3. When finished, first save the button. Don't forget to 'Save' the dialer panel as a whole to complete the changes.

FAQ

What are all the buttons functions

Seek List Dialer Panel Buttons

The dialer panel is customizable to your preferences. Use the following guide to aid you in creating the panel you need.

Button Definition
Dialer Controls Section This is the Dialer Panel where you can add and customize all your buttons to use while dialing.
Dialer Actions Section The actions section, which can be minimized, has all the same buttons and functions of the dialer panel that show up as a list of links
Add Event Add an event that will reflect as an event on the users calendar
Add Task Add a task that will reflect as an activity for the current record
Call Log Section The Call log to the panel is where you can log your calls to the completed activities section of a record. Has Call Result, Subject, and Description as options.
Call Now Queue Section This shows the number of records currently pending as Call Now's
Connect to Dialer This will call your station phone and establish the agent leg
Convert Lead Converts the current lead record to an account
Dial Dial the current record - this refrences the "phone" field on the layout
Dial Employee Opens a pop-up window with an employee look-up to find and dial another employee in the system
Disconnect Disconnects the client leg for the current phone call
Leave VM Opens dialogue box to select the prerecorded voice message you want to leave
Manual Dial Opens a dialogue box with a number pad and dial button
Next Call Saves the current record, moves on to the next record, and dials the phone number from the next record
Open SF Record Opens a new tab in your browser and opens the record in Salesforce
Open Tasks Section Will display a list of open tasks
Play Recording Opens a dialogue box with a list of your voice messages that you can have play for the client in the middle of a call
Recent Calls Section A panel that shows the last few calls you have made
Record Call Starts recording the call
Redial Dials the last phone number you dialed
Save Saves the current record
Save & Next Saves the current record and moves on to the next record
Send Email Opens a dialogue box with a list of emails to choose to send to the email address on the current record
Set Callback Sets a callback for the current record
Skip Skips the current record without saving any changes to the record
Touch Tones Opens up the number pad
Transfer Opens up the dialogue box with the different transfer types to transfer a call
Unhold Takes the client off of hold after using the "Hold" button on the dialer panel
View Calendar
View Callbacks Opens up a quick view of your callbacks with options for last 30, last 7, today, next 7, and next 30 days
View Pending Callbacks Opens up a quick view of your callbacks with options for today, next 7, and next 30 days
View Salesforce Record Opens a new tab in your browser and opens the record in Salesforce
View Script Opens a pop-up window with the correct script. (default if forced or script assigned to the campaign or area code of the current record)
Warm Transfer Initiates the warm transfer dialogue box

Click to Call Panel Buttons

Button Definition
Dialer Controls Section This is the Dialer Panel where you can add and customize all your buttons to use while dialing.
Call Log Section The Call log to the panel is where you can log your calls to the completed activities section of a record. Has Call Result, Subject, and Description as options.
Connect to Dialer This will call your station phone and establish the agent leg
Create Event Creates an event on the homepage calander
Create Task Creates a task on the current record
Dial Dials the number you have manually typed into the panel (when you click on a hyperlinked number it will do this for you)
Dial Employee Opens a pop-up window with an employee look-up to find and dial another employee in the system
Disconnect Disconnects the client leg for the current phone call
Leave VM Opens dialogue box to select the voice message you want to leave
Next Record Loads the next record in the currently selected dialer list
Open Tasks Section Will display a list of open tasks
Play Recording Opens a dialogue box with a list of your voice messages that you can have play for the client in the middle of a call
Record Call Starts recording the call
Send Email Opens a dialogue box with a list of emails to choose to send to the email address on the current record
Set Callback Sets a callback for the current record
Show Number Pad Opens up the number pad
Transfer Opens up the dialogue box with the different transfer types to transfer a call

My phone is not ringing

My phone is not ringing when I push dial

Since the dialer is built as a web based software there may be times when improper processes will cause the 'Agent' leg to become stuck. When this takes place the InsideSales.com system believes you are still connected to the agent leg. To confirm this is happening follow the steps below.

  1. Verify your station phone is set correctly in the dialer panel settings.
    1. If the number is your station phone check wether the dialer believes you are still connected and disconnect if it shows connected.
    2. If the number is not your station phone place in field and press save.
  2. If dialer is left inactive for 5 minutes the system will reset the agent leg.
  3. If the system shows you as disconnected and the correct station phone try calling your phone directly.
  4. You may also change the station phone number and attempt to dial a different record

Best Practices

Proofs

Release Notes

Find our most recent release notes.

Forum

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Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

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