InsideSales User Guide for Microsoft Dynamics
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How Calls are Placed

First, the InsideSales dialer is not an "Internet phone," or VOIP system. InsideSales connects all phone calls over the standard telephone backbone. We at have strategically placed telephony servers at data centers where we can network to a telephony gateway connected to the public switched telephone network (PSTN). When you click to place a call, our software sends a signal to one of these dialer servers.

When you send a signal to place a call, the dialer doesn't place just a single phone call, it actually places two.

When a call signal initiates, the dialer server first connects to the agent who placed the call by dialing their station phone number. This is called the "agent leg" of the call.

Once you, the user, pick up, the server recognizes that the agent leg established, and places a second call to the person who was dialed. This second connection is the "client leg." As soon as the dialer places the client leg connection, the server bridges the two legs together, giving the connection the appearance of a seamless, single call.

At the conclusion of your first successful call, when you click Disconnect, the agent leg remains connected to your station phone and that call remains active.  Hanging up your phone will disconnect that leg.  Clicking Disconnect only drops the client leg portion of the call.  As such, on your next call, the system will immediately dial the lead directly, as the Agent Leg will still be active and connected.

First Call Scenario: Let’s say you are using your cell phone to make calls. With your cell number set as your station phone in your dialer settings, you are ready to make your first call. You click on the prospect's phone number in the dialer. First, your cell phone will ring as our database establishes the agent leg. Once you pick up, you will then hear ringing as it calls to the prospect and establishes the client leg. When you’re done with the call, you click Disconnect on the dialer and the prospect is disconnected as the client leg is dropped. Your cell phone, however, will remain active and on a call. On your next call, when you click on the phone number to call the prospect, you will immediately hear ringing to the prospect to establish a new client leg. Your agent leg remains connected until you physically hang-up or disconnect the call.


  1. Click on the Main tab on the top menu ribbon.
  2. Navigate to Sales > Leads.
  3. In the command bar, click on Launch InsideSales.
  4. You must have pop-ups enabled for InsideSales to work. Once you complete step 3 above, a pop out window will appear with the dialing platform you will use.

  5. If this is your first time launching InsideSales, you will be asked to input your Station Phone number and the Caller ID you wish to have displayed when you place calls.  If you have the license Elevate or Accelerate, the option to Use Local Presence as your Caller ID will also be available.
  6. To launch a Seek List and place calls, from the drop down, select the list you wish to launch
  7. Click OK.
  8. To launch the list, click Next Record in the command bar.
  9. Once the record loads, click on the phone number or phone icon (contained below within the red box) to call the lead.  Once you click the number, your station phone will ring.  When you answer your station phone, the agent leg will connect.  You will then hear ringing as the system calls the lead.
  10. Do not click on the phone number on the lead record itself.  Doing this bypasses the InsideSales system and prevents the InsideSales call log from recording any information.

  11. Once your call is complete, DO NOT hang up the phone you are using for your station phone, simply click Disconnect.  This will disconnect the client leg, but our system will stay connected via the agent leg to your phone.
  12. Once the call is complete and you have clicked Disconnect, you will be automatically taken to the Call Log option where you will need to disposition the call.  You do not need to click on Call Log.  Using the Call Log to disposition calls is essential to ensuring the efficiency of the InsideSales platform and maintaining accurate data within your organization.  All the data regarding the call will be logged into Dynamics.
  13. Below is the data automatically recorded regarding the call:
    1. Call Dial Number – this is a dial count of the number dialed.  If this was the call log for the 4th dial attempt to this entity, the Call Dial Number would be 4.
    2. Call Duration – this indicates, in seconds, the duration of the call beginning from when the call is answered (whether by a voice message or live person) to the time it is disconnected.
    3. Call Hour – this is the time the call was placed.  It will display as the time the call was received by the prospect.  If you place a call in California at 11 in the morning to a prospect in New York, the call hour will display as 14.  It displays the hour using one of the numerals 0 – 23.
    4. Call Ring Time – this indicates, in seconds, how long the call rang to the client before it was answered.
    5. Date CDR Pushed – this indicates when the call log information was saved in Dynamics.  This is a field that should not be edited.
    6. Day of Week – this indicates the day of the week the call was placed.
    7. Dialer List – this tells you the Seek List the entity was contacted from.
    8. Dialer List ID – this is the numeric value assigned in the database to the Seek List used to contact the entity.
    9. Disposition – this indicates the outcome that was selected for the call.  Outcomes include:
    No Answer, Left Message, Correct Contact, Contact, Wrong Number, Disconnected Number, Busy, or No Call Placed.
    10. Impression ID – this is the numeric value assigned by the database to the log of call information.
    11. Phone Dialed – this is the phone number dialed.
    12. Query ID – this is the numeric value assigned to the specific schedule rule in the Seek List under the Priority Schedule section that qualified the entity for the Seek List.
    13. Query Name – this is the name of the schedule rule on the Seek List that qualified the entity for inclusion in the Seek List.

Once an activity is closed, these fields are not editable.  Prior to this, none of these fields should be edited as it can cause conflict between the actual data recorded on the database and the incorrect data the original data is changed from. 

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