Salesforce Platform Documentation

Transcription

1 Salesforce Platform Documentation Package Version

2 Salesforce Platform Documentation TABLE OF CONTENTS Salesforce Platform Documentation... 0 Table of Contents... 1 PowerDialer for Salesforce Specifications Salesforce Requirements Edition requirements License Requirements Security Requirements End User System Requirements End User System Requirements Browser Requirements Phone System Requirement Phone System Requirements Phone Number Formatting Requirements Network Requirements Network configuration Supported Locales Product Limitations Lightning UI Limitation PowerDialer for Salesforce Configuration Inbound Call Configuration Inbound Call Paths Call Path Overview Creating Call Paths Call Path Canvas InsideSales.com

3 Salesforce Platform Documentation Connecting Objects Saving Call Paths Call Path Terminators Call Path Terminators Overview Configure Call Paths Deleting Call Paths Call Logging - Inbound Inbound Call Logging Overview Configure Inbound Call Logging Inbound Call Logging Process Inbound Call Task Data Optional Inbound Logging Fields Rep Queue Inbound Option Rep Queue Overview Creating Rep queues Configure Rep Queue Play Message - Inbound Option Play Message Overview Creating Play Messages Configure Play Message Start Recording - Inbound Option Start recording overview Creating Start Recording Configure Start Recording Stop Recording - Inbound Option Stop recording overview InsideSales.com

4 Salesforce Platform Documentation Creating Stop Recording Configure Start Recording Path Bridge - Inbound Option Path Bridge Overview Creating Path Bridges Configure Path Bridge Menu - Inbound Option Menu Overview Creating Menus Configure Menu Call forward - Inbound Option Call Forward Overview Creating call forward Configure Call Forward Route to last caller - Inbound Option Route to last caller (RTLC) overview Creating Route to Last Caller Configure Route to Last Caller (RTLC) Route to Record Owner - Inbound Option Route to Record Owner (RTRO) Overview Creating Route to Record Owner Configure Route to Record Owner (RTRO) Disconnect Inbound Option Disconnect Overview Creating Disconnect Configure Disconnect InsideSales.com

5 Salesforce Platform Documentation Schedule - Inbound Option Schedule Overview Creating Schedules Configure Schedule Call Recordings Configuration Call Recording Setup Call Recording Overview Configuring Global Call Recordings Configuring Rep Specific Call Recording Settings Off-site Call Recording Storage Off-site Storage Overview Configuring Off-site Storage Area Code Groups Area Code Group Overview Create Area Code Groups Assigning Area Code Groups to Reps Enforcing Area Code Groups on Inbound Calls Field Exclusions Field Exclusion Overview Configure Field Exclusions Click-to-Call Dialer Panel Click-to-Call Dialer Panel Overview Creating Click-to-Call Dialer Panels Configure Click-to-Call Dialer Panel Buttons Configure Click-to-Call Dialer Panel Call Log PowerDialer User Management InsideSales.com

6 Salesforce Platform Documentation Managing Users Manage users overview Adding Users Deactivating Users Searching for Users Editing Users Mass updating users Updating Users from Salesforce Updating Layouts from Salesforce Permission groups Permission Group Overview Creating Permission Groups Configuring Permission Groups PowerDialer General Settings Company Settings Company Settings Overview Configure Company Settings Manage Voice Messages Manage Voice Message Overview Creating Voice Messages Configuring Voice Messages Voice Message Folders PowerDialer Dialing Lists Seek Lists Seek List Overview Creating Seek Lists InsideSales.com

7 Salesforce Platform Documentation Configuring Main Seek List Settings Creating Dialing Rules Configuring Dialing Rules Domino Lists Domino List Overview Creating Domino List Configuring Domino Lists Account Management Billing Billing Overview Accessing Billing Purchasing Dialer Minutes Automatic Dialer Minute Recharge Configuring Billing Preferences Purchasing additional licenses Downloading Sales Transactions Storage Limits Immediate Response Setup Immediate Response Overview Types of Immediate Response Configuring Immediate Response Create Apex Class Create Apex Trigger Allow Remote Site Power Standings Product Specifications CRM Requirements InsideSales.com

8 Salesforce Platform Documentation Salesforce Requirements System Requirements End User System Requirements Leaderboard System Requirements Browser Requirements Product Limits Supported Locales PowerStandings Configuration Guide Licenses and Settings CLIENT FACING VERIFICATION PowerStandings Teams PowerStandings Teams Overview Create powerstandings teams CONFIGURING TEAMS PowerStandings Sidebar PowerStandings sidebar overview Enabling powerstandings sidebar Key Performance Indicators (KPI) Key performance indicator overview Adjusting Key Performance Indicators configuring key performance indicators Creating Custom KPI Workflows KPI Totals Adjuster Dashboards Leaderboards overview Create Dashboards InsideSales.com

9 Salesforce Platform Documentation Leaderboards Leaderboards overview Create Leaderboards Challenges Challenges overview Create Challenges Throwdowns THROWDOWNS overview Create THROWDOWNS THROWDOWN NOTIFICATIONS Personal Profile Personal Profile overview Accessing Personal Profiles profile picture & custom sound NeuralView Product Specifications CRM Requirements Salesforce Requirements Objects and Fields System Requirements End User System Requirements Browser Requirements Product Limits Supported Locales NeuralView Configuration Guide NeuralView seek list (NeuralSort) Neuralview seek list overview InsideSales.com

10 Salesforce Platform Documentation creating a seek list for Neuralview configure Dialing Rules NeuralSort Neuralview iframe NeuralView iframe Enabling Neuralview iframe NeuralView fields Neuralview fields overview Vision Product Specifications Vision Configurations System Requirements Server-side Routing System Requirements Outlook Plugin System Requirements Gmail Plugin System Requirements Product Limits Core Features Vision Configuration Guide Vision Overview Vision WebApp Vision WebApp Overview Access the WebApp Filters Overview Folders Overview Alerts Account Settings Admin Tab InsideSales.com

11 Salesforce Platform Documentation Templates Tab Attachments Tab Activity Feed Reports Tab Outlook Plugin Outlook Plugin Overview Vision Sidebar Vision Group Desktop Notifications Gmail Plugin Gmail Plugin Overview Vision Address Bar Icon Vision Group Desktop Notifications InsideSales.com

12 PowerDialer for Salesforce Specifications PowerDialer for Salesforce Specifications InsideSales.com

13 PowerDialer for Salesforce Specifications Salesforce Requirements EDITION REQUIREMENTS InsideSales supports Professional edition and higher of the Salesforce Sales Cloud. No other editions are supported by InsideSales. InsideSales recommends Enterprise or higher of Sales Cloud, because Professional Edition only has access to a limited set of InsideSales features. Edition Supported Notes Performance Unlimited Enterprise Professional SalesforceIQ Starter X Does not have support for SEEK lists or immediate response. May also require additional API calls be purchased from Salesforce. Contact Manager X Group X InsideSales.com

14 PowerDialer for Salesforce Specifications LICENSE REQUIREMENTS Depending on the Salesforce edition in use, you may have access to a wide variety of license types. InsideSales only supports the Salesforce recommended license that is the Salesforce license. No other licenses are supported. Salesforce License Supported Notes Salesforce Salesforce Platform X This is the only supported license. Force.com X Chatter / Community X Portal Licenses X SECURITY REQUIREMENTS You may need to add InsideSales IP addresses to the list of trusted IP addresses within Salesforce. Some companies enable security settings within Salesforce that require a user accessing Salesforce from an unknown IP address to first authenticate to be able to gain access. InsideSales connects to the Salesforce instance using the individual marked as the Access User in InsideSales. Within Salesforce, the InsideSales IP addresses must be added to the trusted IP ranges for the access user to perform actions. 1. Go to Setup in Salesforce 2. Click Security Controls 3. Click Network Access InsideSales.com

15 PowerDialer for Salesforce Specifications 4. Click the New button to create a new trusted IP range 5. Configure Trusted IP Address Range 6. Save changes NOTE There are two different IP address ranges that InsideSales uses. You must add both ranges individually. Failing to add both ranges will cause the application to fail. CONFIGURE RANGE 1 Setting Description Start IP Address End IP Address Specifies the starting IP address for the range. This value should be entered as: Specifies the ending IP address for the range. This value should be entered as: Description This value should be entered as InsideSales Range 1 for easy identification purposes. CONFIGURE RANGE 2 Setting Description Start IP Address End IP Address Specifies the starting IP address for the range. This value should be entered as: Specifies the ending IP address for the range. This value should be entered as: Description This value should be entered as InsideSales Range 2 for easy identification purposes InsideSales.com

16 PowerDialer for Salesforce Specifications End User System Requirements END USER SYSTEM REQUIREMENTS InsideSales supports the use of modern desktop and laptop computers. The product does not support mobile devices such as iphones, tablets, or Chrome books. Requirement Supported Operating System Windows: 7,8,10 OSX: 10.9,10.10,10.11 Computer Memory (RAM) 4GB of RAM Internet 1 mbps download 512 kpbs Upload per user BROWSER REQUIREMENTS InsideSales supports most modern browsers, however we recommend the latest version of Google Chrome. All browsers must allow for JavaScript, web sockets, and popups from InsideSales. Browser Supported Notes Google Chrome Mozilla Firefox Microsoft Internet Explorer Recommended browser. Only the latest production version supported. Only the latest production version supported. Only IE 9 and InsideSales.com

17 PowerDialer for Salesforce Specifications Browser Supported Notes Microsoft Edge X Apple Safari X InsideSales.com

18 PowerDialer for Salesforce Specifications Phone System Requirement PHONE SYSTEM REQUIREMENTS The InsideSales product suite requires a DID (Direct Inward Dialing, also known as a Direct Inbound Number). DIDs connect directly to the sales rep instead of requiring an extension or phone menu. InsideSales.com does not provide DIDs. Direct SIP integrations are not available. Configuration Supported On-premise PBX with DID On-premise PBX with no DID X Cell Phone* Soft Phone / Virtual PBX with dedicated network connection for SIP Calls* Soft Phone / Virtual PBX without dedicated network connection for SIP Calls* X Direct SIP Integrations X *Some phone providers experience call quality issues that InsideSales.com cannot troubleshoot. Customers experiencing call quality problems are encouraged to use an on-premise PBX. NOTE When reps place calls using InsideSales, the InsideSales system calls the rep first (called connecting the agent leg) and then when the rep answers the InsideSales system calls out to the prospect. This means that to a PBX system, all call traffic is considered inbound calls. It is essential that your inbound call concurrency level can support an open inbound call connection for all reps InsideSales.com

19 PowerDialer for Salesforce Specifications PHONE NUMBER FORMATTING REQUIREMENTS InsideSales telephony tools allow reps to place calls from virtually anywhere in the world. You must format your numbers correctly and consistently before placing calls, otherwise the InsideSales system will be unable to place calls. Strict adherence to the E.164 phone number format standard must be followed. NOTE Salesforce does not enforce phone number format standards. Salesforce administrators are strongly encouraged to create validation rules that enforce E.164 standards. E.164 STANDARD All phone numbers saved in Salesforce for both the reps phone number and prospect phone numbers must adhere to the E.164 standard. This standard allows numbers to be formatted for all calling scenarios, including local and international calls placed to and from any country. There are two components to E.164 formatted numbers: Plus Symbol: The E.164 standard simply replaces the country-specific Exit Code with the plus symbol (+). The InsideSales system will add the exit code (for example, the US exit code is 011) if it encounters an international entrance code. Country Code & Local Number: Add the rest of the number, including the Country Code. For example, if a record or rep is located in the United Kingdom, the phone number entered into the system would be: TRUNK CODES Trunk codes should not be saved with any phone number. If a phone number has a trunk code in it, the phone call will not be successfully placed. NOTE The PowerDialer application will not dial emergency numbers. If an agent attempts to dial an emergency number, the system returns an error stating that the number is not valid InsideSales.com

20 PowerDialer for Salesforce Specifications Network Requirements NETWORK CONFIGURATION InsideSales services are delivered as a Software-as-a-service model, requiring an active internet connection. Due to the need for quick interactions, InsideSales utilizes web socket technology. You must allow InsideSales connections through network firewall systems. Item Notes Websocket traffic requires port 80 enabled. Websocket Ports NOTE We do SSL on port 80. You must enable the SSL protocol for port 80 on any firewalls that perform deep packet inspections (for example, Cisco or Palo Alto firewalls). Outbound TCP Traffic Requires ports opened InsideSales.com

21 PowerDialer for Salesforce Specifications Supported Locales The InsideSales Salesforce PowerDialer integration supports reps located within the United States and Europe. All calls will originate from either the U.S. or EU telephony centers depending on the sales rep location. The InsideSales product is only available in U.S. English, and it is not localized for any other languages or locations InsideSales.com

22 PowerDialer for Salesforce Specifications Product Limitations The InsideSales product suite is extremely configurable; however configurations should be kept within approved product limits. The following table outlines the limitations of the PowerDialer product within the Salesforce ecosystem. Feature Item Limits Seek Lists Quantity of Seek Lists 10 Seek List minimum. 1 additional Seek List for every user beyond 10 users. 100 Seek Lists Maximum. Seek Lists Dialing Rules per Seek List 10 per Seek List Seek Lists Filters per Seek List 5 per Dialing Rule Seek Lists Records per Dialing Rule 7000 Seek Lists Maximum Inactivity Time 10 days Seek Lists Maximum Users Invited per List 50 users Seek Lists Supported Objects Leads, Accounts, Contacts, Opportunities. Seek Lists Filter Operators Seek Lists Filter Fields InsideSales.com

23 PowerDialer for Salesforce Specifications Feature Item Limits Domino Lists Quantity of Domino Lists 10 Domino List minimum. 1 additional Domino List for every user beyond 10 users. 100 Domino Lists Maximum. Domino Lists Filters per Domino List 5 Domino Lists Records per Domino List 7000 Domino Lists Maximum Users Invited per List 50 Domino Lists Supported Objects Leads, Accounts, Contacts, Opportunities, Tasks Domino Lists Filter Operators Domino Lists Filter Fields Dialing Tools Call Nows 100 per hour Dialing Tools ResponsePops 50 per hour Voic Templates Maximum Voic Length 20 seconds Voic Templates Maximum Number of Voic s 10 per user InsideSales.com

24 PowerDialer for Salesforce Specifications Feature Item Limits Voic Templates Voic Template Upload.GSM Call Recordings Storage Amount 50mb per license, 1000mb minimum Call Monitoring Maximum of Users Administrators can only view 25 users at a time. Inbound Maximum Call Paths 1 call path for each user license. Inbound Max Branches per Call Path 4 branches Inbound Schedules per Call Path 1 schedule per path Inbound Call Path Menus 5 menus per call path Inbound Total Objects per Call Path 10 Inbound Circular Call Paths Branches should not be created that have endless loops. All Call paths must end in a terminator. Inbound Maximum Accept Time 40 seconds Inbound Call Forward Object Limited to 10 digit US DID numbers InsideSales.com

25 PowerDialer for Salesforce Specifications Feature Item Limits Inbound Schedule Object Limited to a single company time. Inbound Menu Object 4 branches Inbound Reps invited to rep queue 25 Reps Inbound Maximum Failover Time 180 seconds Users Maximum Permission Groups 5 Users Maximum number of users 2000 Other Manage Area Code Restrictions Limited to US area codes. Other Max Area Code Groups 10 Other PowerDialer Package Version -2 Packages from current, but may require customer to update if there are issues. Other Emergency Numbers The PowerDialer application will not dial emergency numbers. Other Lightning UI The new Salesforce Lightning Experience currently does not InsideSales.com

26 PowerDialer for Salesforce Specifications Feature Item Limits support Open CTI (see below). LIGHTNING UI LIMITATION The initial release of the Lightning Experience does not support any telephony tools from any vendor. Implementing the optional Lightning Experience will make the InsideSales PowerDialer application unusable. Therefore, at this time we do not recommend implementing the Lightning Experience. In the meantime, we recommend continuing to use the current user experience. LIGHTNING TELEPHONY SUPPORT COMING SOON The InsideSales application uses Salesforce Open CTI telephony technology (the telephone technology we use to connect reps to customers). Salesforce plans on adding Open CTI support to the Lightning Experience in the Summer '16 release. TURNING OFF LIGHTNING If you have implemented the new Lightning Experience, you can easily disable it. Please see this comprehensive information on the Lightning Experience, including how to enable and disable it: Enabling Lightning Experience InsideSales.com

27 PowerDialer for Salesforce Configuration PowerDialer for Salesforce Configuration Inbound Call Configuration InsideSales.com

28 Inbound Call Configuration Inbound Call Paths CALL PATH OVERVIEW Call Path technology manages inbound calls coming into the InsideSales system. Call Paths define how inbound calls are routed and handled, from playing messages to inbound callers, to routing the inbound calls to reps waiting to take inbound calls. System administrators can assign multiple inbound numbers and LocalPresence buckets to a Call Path. Anytime a prospect calls an inbound number assigned to a Call Path, the Call Path routes the call. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only CREATING CALL PATHS Call Paths are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Save the Call Path. CALL PATH CANVAS The Call Path editor uses a grid-canvas to generate the easy-to-use visual flow of how inbound calls are routed. Inbound Routing Objects are dragged from the available options bar and released on the Canvas. 1. Edit or Create a Call Path. 2. Drag an Inbound Routing Object to the canvas and release InsideSales.com

29 Inbound Call Configuration 3. Save the Call Path. NOTE InsideSales only supports 10 Inbound Routing Objects per Call Path InsideSales.com

30 Inbound Call Configuration Connecting Objects To connect one inbound routing object to another, place your mouse over an object on the canvas and look for the Connect box to appear. Once the Connect box appears, click and drag from the Connect box to another object on the canvas, then release. To remove the connection between two objects on the Call Path canvas, click on the blue connecting arrow and verify the action. NOTE InsideSales does not support creating Call Paths that are circular where an inbound call returns to earlier points in the Call Path. Each Call Path is limited to a total of 4 branches. SAVING CALL PATHS When you are ready to save a Call Path, click the Save button and leave the editor. Alternatively, pressing Quick Save saves the current changes but keeps you in the editor- allowing you to continue to make changes. Use the Save As function to clone a Call Path. To discard all unsaved changes, click the Cancel button InsideSales.com

31 Inbound Call Configuration Call Path Terminators CALL PATH TERMINATORS OVERVIEW In the event that an inbound call is not answered by a rep, the call must go somewhere. The InsideSales system is not designed to allow a call to remain in a Call Path indefinitely. Each branch within a Call Path must end in a terminator. A terminator is a routing object that causes the inbound call to leave the InsideSales system. The following routing objects are considered terminators: SEE ALSO Disconnect Forward Path Bridge Disconnect Forward Path Bridge NOTE If a Call Path branch does not end in a terminator, the InsideSales system will automatically disconnect an inbound call when it reaches the end of the branch. As a best practice, we recommend always placing a terminator at the end of your branches. CONFIGURE CALL PATHS Call Paths are configured using a drag-and-drop interface, making it easy to create and visualize how inbound calls are going to be handled. To create a Call Path, click Create Call Path and then simply drag routing objects onto the Call Path canvas. Connect each routing object together by clicking and dragging the arrow from one object to another. To assign inbound numbers to a Call Path, click on the Properties button while editing a Call Path InsideSales.com

32 Inbound Call Configuration CALL PATH PROPERTIES: Setting Description Call Path Name Uniquely identifies the Call Path for reporting purposes. Inbound Number All selected inbound numbers or LocalPresence buckets are displayed in this field. To add a new inbound number, search for the number and select the number. Only numbers that are not assigned to other Call Paths or directly to reps are displayed in this field. DELETING CALL PATHS A Call Path can be deleted from the system by navigating to the Manage Call Paths page and clicking Delete next to the desired Call Path. 1. Navigate to the InsideSales tab. 2. Click Manage Call Paths. 3. Click Delete next to a Call Path. 4. Verify the delete action. NOTE When you delete a Call Path, all inbound numbers become unassigned from Call Paths. This means that if a prospect calls one of these numbers, the call won t be routed to reps. We strongly recommend you immediately assign unassigned numbers when a Call Path is deleted InsideSales.com

33 Inbound Call Configuration Call Logging - Inbound INBOUND CALL LOGGING OVERVIEW The moment an inbound call reaches a Call Path, InsideSales starts recording information about that call. All call data that InsideSales captures is made available directly within Salesforce using the standard Salesforce Task Object. Using the call details provided by InsideSales, you can report on how many inbound calls are your team is taking, how many inbound calls are being missed, and more. All reports can be run using the native Salesforce reporting tool or brought into Salesforce Analytics Cloud. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths Terminators Inbound Reporting CONFIGURE INBOUND CALL LOGGING When an inbound call comes into the system, InsideSales automatically starts logging the call data. There are no configurations that you need to make to be able to log inbound calls. INBOUND CALL LOGGING PROCESS When an inbound call reaches a Call Path, InsideSales begins recording call data about the call. 15 to 30 minutes after an inbound call ends, InsideSales creates a task within Salesforce that contains information about the call. If an inbound call is answered by a rep, the task that is created is assigned to that individual rep. In the event that a call is not answered by a rep, the owner of the call SEE ALSO Call Paths Rep Queues InsideSales.com

34 Inbound Call Configuration task is the individual set as the default owner on the Rep Queue within the Call Path. NOTE If a call is answered or missed, InsideSales creates a call task within Salesforce. Any call that is sent to a terminator such as Call Forward, but is actually answered by a rep, will still be marked as a missed call. INBOUND CALL TASK DATA InsideSales provides a number of different data points around each inbound call that reaches the system. All fields outlined below are populated when inbound calls reach InsideSales. InsideSales utilizes managed custom fields included with the package along with standard Salesforce fields to record call data InsideSales.com

35 Inbound Call Configuration INBOUND CALL FIELDS: Field Name Type Details Call Answered: If a call is answered by a rep, the owner of the task is set to the rep who answered the call. Call Missed: Activity Owner Standard If an inbound call reaches a rep queue but no rep answers, the rep specified as the default owner on the rep queue is set to own the call task. Call Not Reached: If an inbound caller disconnects prior to reaching a rep queue, the owner of the task is set to the Access User. Call Date/Time Managed Records the date and time that the call entered the system. This date and time is in company time, not the time of the inbound caller or the rep who received the inbound call InsideSales.com

36 Inbound Call Configuration Field Name Type Details Call Duration Standard The total length of the inbound call, including the time spent where an inbound call was waiting for someone to answer the call. Call Hour Managed The hour in which the prospect called in. This is logged in company time, and is not the hour from the caller s time nor the rep s time. Call Object Identifier Standard This will always populate with PowerDialer, indicating that InsideSales is creating the call. Call Recording Managed If the call was recorded, this field contains a link to the call recording. Call Result Standard Contains the call result selected by a rep when they received the inbound call. SEE ALSO Call Results Call Type Standard Always set to Inbound, indicating that the type of call was an inbound call InsideSales.com

37 Inbound Call Configuration Field Name Type Details Comments Standard Contains the comments entered by a rep related to the phone call. SEE ALSO Call Results ImpressionID Managed The ImpressionID is the unique identifier used by InsideSales to represent the call. This field is only used by InsideSales. Related To Standard The Related To data is filled out with the information of the inbound caller. If no matching record was found when a prospect calls in, this field will be blank. Subject Standard Contains the subject entered by a rep related to the phone call. If a call is missed, meaning it was not answered in a rep queue, the call subject will contain Missed Call SEE ALSO Call Results OPTIONAL INBOUND LOGGING FIELDS In addition to the inbound call fields installed with the managed InsideSales PowerDialer package, there are a number of other fields that can be optionally added to your Salesforce task object that contain additional call data InsideSales.com

38 Inbound Call Configuration NOTE Salesforce limits the number of custom fields that can be added to the Task object within Salesforce. InsideSales recommends only adding the fields that apply to your business. INBOUND CALL FIELDS Field Name Type Details ACD Name Optional Displays the name of the Rep Queue that an inbound call went through. If this value is blank, the inbound call did not reach a Rep Queue. Call Answered Optional Displays if an inbound call was answered while in a rep queue. Day of Week Optional Indicates the day of the week in which an inbound call was received (Monday, Tuesday, etc.). Call Failover Optional Indicates if an inbound call that reached a rep queue was not answered and went to the next object in a Call Path. Inbound Caller-ID Optional Shows the phone number of the individual who called into the Call Path. Inbound Number Dialed Optional Shows the phone number assigned to a Call Path that the inbound caller dialed InsideSales.com

39 Inbound Call Configuration The field will populate with one of three options for calls that enter a Call Path. Answered: A rep answered the call from within the Call Path. Inbound Outcome Optional Hang Up: The inbound caller hung up prior to the call being answered by a rep or being sent to a failover/forward. Exited: The inbound call was sent to an external phone number via forward. Inbound Wait Time Optional Records the length of time that an inbound caller waited from the time in which the call entered a Rep Queue till it was answered. Local Presence Used Optional Indicates if an inbound call was made to a LocalPresence number assigned to the Call Path. Route to Last Caller Optional Indicates if an inbound call was routed to the last caller using the Route to Last Caller feature. SEE ALSO Route to Last Caller Route to Record Owner Optional Indicates if an inbound call was routed to the Record Owner using the Route to Record Owner feature InsideSales.com

40 Inbound Call Configuration SEE ALSO Route to Record Owner NOTE When adding an optional inbound field, all past calls that have been logged prior to the field being added will not contain data in the new field InsideSales.com

41 Inbound Call Configuration Rep Queue Inbound Option REP QUEUE OVERVIEW The Rep Queue is the inbound routing option that is used to route inbound calls or ResponsePops to reps to be answered. A Rep Queue is analogous to the frequently used term Automated Call Distributor (ACD), in that it uses defined logic to find available reps and route calls to them in a specific order. Rep Queues are a routing option contained within a Call Path. All calls that enter a rep queue are logged into Salesforce as call tasks for reporting purposes. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths CREATING REP QUEUES Rep Queues are available as a routing option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Rep Queue routing option to the Call Path Canvas. 5. Double click on the Rep Queue on the Call Path Canvas. 6. Configure your Rep Queue. 7. Click Save InsideSales.com

42 Inbound Call Configuration CONFIGURE REP QUEUE Configure your rep queue based on your business needs around how inbound calls should be routed to reps. For example, you may want to route calls by fairness for Sales, but by speed for Sales Support. BASIC SETTINGS Setting Description Name The name for the Rep Queue. For example, Campaign A. This value is used for reporting within Salesforce. Route Type Determines how inbound calls or ResponsePops are routing to reps. SEE ALSO Route Types Failover Time (sec) Sets the maximum amount of time a call can be unanswered in the rep queue before going to the next routing object in the Call Path. Set in seconds. Wait Message Sets the message that inbound callers will hear while waiting for a call to be routed. If no Wait Message is selected, callers will hear the default InsideSales hold music. New Wait Messages can be created in the Voice Message Manager. SEE ALSO Voice Message Manager InsideSales.com

43 Inbound Call Configuration Setting Description Pop-Screen Type Determines which objects to search for a record match when an inbound call is received. For example, if Lead is selected, InsideSales will search the Lead object for inbound call recorded matches based on the primary phone field. Leads, Accounts, Contacts are available. The more objects added, the slower the call will route as InsideSales must first look up the record prior to routing. Answer Time (sec) Sets the maximum amount of time a rep will have to answer an inbound call that has been routed to them before being routed to a different rep in the rep queue. Set in seconds. Attendees Specifies which reps are eligible to take inbound calls or ResponsePops that are sent to this Rep Queue. Reps must be selected manually. Loop Wait Message Causes the selected Wait Message to play repeatedly until the inbound call is answered or the call ends. If no Wait Message is selected, the InsideSales default hold music will repeatedly play regardless of this setting being configured InsideSales.com

44 Inbound Call Configuration Setting Description Default Values If no record match is found when an inbound call is received, the InsideSales system will create a new record. The Default Values allows InsideSales to create the new record on behalf of the rep receiving the inbound call. All Required Fields within Salesforce must be filled out for this to work properly, including field validation requirements. Default Record Owner Sets the default owner for any new records created through the Rep Queue. ADVANCED SETTINGS Setting Description Whisper Message A Whisper Message is a message played to a rep receiving an inbound call informing them where the inbound call is coming from. The inbound caller does not hear this message. New Whisper Messages can be created in the Voice Message Manager. SEE ALSO Voice Message Manager Employee Area Code Restrictions Restricts which inbound calls reps are eligible to take based on the area-code of the caller. SEE ALSO Area Code Groups InsideSales.com

45 Inbound Call Configuration Setting Description Immediate Failover If Immediate Failover is enabled and an inbound call reaches a Rep Queue where no reps are marked as available, the inbound call immediately leaves the rep queue and goes to the next routing object on the Call Path. Does not apply to ResponsePops. Round Robin Reset Interval This setting only appears when Round Robin is selected as the Route Type. Determines how frequently the record counts for Round Robin is reset. SEE ALSO Route Types ROUTE TYPES When an inbound call or ResponsePop reaches a Rep Queue, the selected Route Type determines how the call will be routed to reps. For example, the Route Type sets if an inbound call should ring every reps phone at once, or ring them one at a time. Setting Longest Available Group Ring Round Robin Most Ready Fairness X X Speed X Availability on Missed Calls Unavailable Available Unavailable Unavailable InsideSales.com

46 Inbound Call Configuration LONGEST AVAILABLE Longest Available routing looks at the length of time reps have been marked as Available in the inbound system. The inbound call or ResponsePop then routes to the rep with the highest available time. If an inbound call is routed to a rep, and they take no action to accept or ignore the inbound call, the call is then routed to the rep with the next highest available time. The rep who did not take an action is then set to unavailable for inbound automatically. If a call is routed to a rep, and they manually click the Ignore button, the inbound call is routed to the next rep but the rep keeps their inbound status. Longest Available rewards reps who diligently maintain their available status and remain at their desks ready to take inbound calls. Longest Available is the most commonly used, and recommended routing option used by InsideSales clients. GROUP RING When an inbound call reaches a Rep Queue set to Group Ring, the call is routed to all reps currently marked as available who are invited to the rep queue. When the call is routed, each rep will see an option to Accept or Ignore the call. The first rep to click Accept is given the call, and all other reps are given a notification that someone else answered. When a call is routed to a rep part of a Group Ring Rep Queue, and the rep missed the call, they are not set to unavailable. If a rep takes an inbound call, then they will be set to Unavailable. Group Ring is focused on speed, and disregards all fairness with routing calls. Each rep has an equal chance at taking the inbound call, regardless of how many other inbound calls they have taken or the last time that they took a call. NOTE Group Ring only answers reps who are currently available. If an inbound call is ringing all reps and a new rep becomes available, the call will not be presented to them InsideSales.com

47 Inbound Call Configuration MOST READY Most Ready routing is useful if outbound calls are substantially less important than inbound calls and routing fairness is not a major concern. When an inbound call reaches the rep queue, calls are routed in the following order: 1. The rep who has been available the longest AND has the agent leg connected gets priority so long as they are not on an active call. 2. Reps who are not connected to any phone calls 3. Reps who are connected on active phone calls. NOTE If a rep misses an inbound call that was routed to them via Most Ready, they will be set to unavailable. ROUND ROBIN We recommend Round Robin when fairness is the primary concern, and speed to answer is not as important. When a call reaches a rep queue set to Round Robin, the system routes the inbound call to the rep marked as available who has not taken an inbound call from the Rep Queue for the longest amount of time. Admins can clear out the length of time a rep has not taken an inbound call, for example: a rep who goes on vacation for two weeks is not put at the top of the queue when they return from vacation. The Last Call Time is cleared out based on the Round Robin Reset Interval. On this interval, the Last Call Time is cleared out for all reps to establish a fair reset. SEE ALSO Routing Types Video InsideSales.com

48 Inbound Call Configuration Play Message - Inbound Option PLAY MESSAGE OVERVIEW The Play Message action within a Call Path is specifically used when a message needs to be played in its entirety to the caller prior to the call routing to any reps, without giving the caller any other interactivity options. Many companies choose to use the Play Message option in a Call Path to play a message that informs inbound callers that their call may be recorded or monitored, or give other specific information a caller needs to hear prior to proceeding in the Call Path. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Path CREATING PLAY MESSAGES Play Message is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Play Message option to the Call Path Canvas. 5. Double click on the Play Message object on the Call Path Canvas. 6. Configure your Play Message. 7. Click Save InsideSales.com

49 Inbound Call Configuration CONFIGURE PLAY MESSAGE To configure the Play Message object, choose the desired message from the Voice Message drop-down within the edit screen. SETTINGS Setting Description Voice Message All available voice messages that can be played are available in this drop-down. New messages can be created in the Voice Message Manager. SEE ALSO Manage Voice Messages InsideSales.com

50 Inbound Call Configuration Start Recording - Inbound Option START RECORDING OVERVIEW The Start Recording inbound object causes the inbound call to start being recorded. Anything that happens to an inbound call once it reaches the Start Recording object will be recorded and is accessible in the Call Recordings system. A recording that is started can be stopped using the Stop Recording object within the Call Path. All call recordings can be found in the Call Recordings page found at the InsideSales tab within Salesforce. Start Recording is frequently used when an entire call needs to be recorded, regardless of if a rep answers the phone call or not. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths Call Recordings CREATING START RECORDING Start Recording is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Start Recording option to the Call Path Canvas. 5. Save Call Path InsideSales.com

51 Inbound Call Configuration CONFIGURE START RECORDING There are no settings for the Start Recording Call Path object. Any call that reaches this object will start recording InsideSales.com

52 Inbound Call Configuration Stop Recording - Inbound Option STOP RECORDING OVERVIEW The Stop Recording inbound object causes the inbound call to stop being recorded if they are currently being recorded. If a call is not currently being recorded, then this object will do nothing. An inbound call can be repeatedly started and stopped throughout a call moving through a Call Path. All parts of a call that has been started and stopped repeatedly will be saved as a single file in the Call Recordings page found at the InsideSales tab within Salesforce. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths Call Recordings CREATING STOP RECORDING Stop Recording is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Stop Recording option to the Call Path Canvas. 5. Save Call Path. CONFIGURE START RECORDING There are no settings for the Stop Recording Call Path object. Any call that reaches this object will immediately stop recording InsideSales.com

53 Inbound Call Configuration Path Bridge - Inbound Option PATH BRIDGE OVERVIEW The Path Bridge object sends an inbound caller to a different Call Path. This is frequently used when an inbound caller reaches a menu that presents the option to go to Sales or Support. If the caller presses 2, the call is sent to the Support Call Path. Rather than re-create the Support Call Path, simply use the Path Bridge to send the caller to the Support Call Path. Alternatively, if a call reaches the end of the Sales Call Path, you can put a Path Bridge at the end that bridges the call to support. That way when an inbound call is not answered by Sales, it can be answered by someone in Support. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths Terminators CREATING PATH BRIDGES Path Bridge is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Double click on the Path Bridge object on the Call Path Canvas. 5. Drag the Path Bridge option to the Call Path Canvas. 6. Save the Call Path InsideSales.com

54 Inbound Call Configuration CONFIGURE PATH BRIDGE To configure the Path Bridge object, choose the desired message from the Call Path drop-down within the edit screen. SETTINGS Setting Description Call Path Select the Call Path to send the call to InsideSales.com

55 Inbound Call Configuration Menu - Inbound Option MENU OVERVIEW The Menu Call Path object gives inbound callers the option to elect which branch within a Call Path to proceed down. When an inbound caller reaches the Menu, a message is played informing the caller to press 1 to do X, and press 2 to do Y. The menu is frequently used to present the inbound caller with an option to speak to support, or talk the sales thus reducing the frequency that support calls are answered by sales reps. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths CREATING MENUS The Menu is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Menu option to the Call Path Canvas. 5. Double click on the Menu object on the Call Path Canvas. 6. Save the Call Path. CONFIGURE MENU To configure the Menu object, place the Menu on the Call Path Canvas and then drag from the Menu to the desired routing option. Once a connection has been InsideSales.com

56 Inbound Call Configuration made, click on the Configuration Box to assign a number to the branch. Anytime an inbound caller presses the number, the call will proceed down that branch. When an inbound call reaches a menu, and the inbound caller does not select a Menu option, the system will automatically send them down the Menu option marked as the Default option. SETTINGS Setting Description Menu Message Sets the message that inbound callers will hear, informing them what their Menu options are. New Menu Messages can be created in the Voice Message Manager. SEE ALSO Manage Voice Messages Play Message Sets how many times the Menu Message will repeat before the line goes silent. Time Between Plays (sec) Sets the number of times that passes before the Menu Message is repeated. The message will be repeated only as frequently specified in the Play Message setting InsideSales.com

57 Inbound Call Configuration Call forward - Inbound Option CALL FORWARD OVERVIEW The Call Forward Call Path object causes an inbound call to be forwarded to an external 10-digit United States phone number, such as the main company phone number. This is most useful if no reps answer an inbound call, and need it to go to an answering service. Once a call reaches the Call Forward object, the inbound call leaves the InsideSales system and is sent to the specified number. All routing of the call at that point is handled outside of InsideSales. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths Terminators CREATING CALL FORWARD Call Forward is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path. 4. Drag the Call Forward option to the Call Path Canvas. 5. Double click on the Call Forward object on the Call Path Canvas. 6. Save the Call Path InsideSales.com

58 Inbound Call Configuration CONFIGURE CALL FORWARD To configure the Call Forward object, place the Call Forward on the Call Path canvas and connect from a different object to the Call Forward object. Double click on the Call Forward object to specify how the object will route calls. SETTINGS Setting Description Forward Number Specifies the 10-digit phone number that inbound calls are forwarded to. Must be a U.S 10-digit number. Caller-ID Display Sets the caller-id that is displayed to the Forward Number receiving the inbound call InsideSales.com

59 Inbound Call Configuration Route to last caller - Inbound Option ROUTE TO LAST CALLER (RTLC) OVERVIEW When an inbound caller reaches the Route to Last Caller object within the Call Path, the InsideSales system will match the inbound caller with the rep who most recently called them, based on a phone number match, and route that call to the rep. Route to Last Caller is frequently used in LocalPresence returned phone calls. When a prospect returns a phone call to a LocalPresence number, the call is dynamically routed to the appropriate rep. PACKAGES Accelerate Elevate Communicate LIMITATIONS US Only SEE ALSO Call Paths CREATING ROUTE TO LAST CALLER Route to Last Caller is available as an option within a Call Path, and is typically only available to managers or administrators of the InsideSales system. 1. Click the InsideSales tab. 2. Click Manage Call Paths. 3. Click Edit next to the desired Call Path or click Create New Call Path 4. Drag the Route to Last Caller option to the Call Path Canvas 5. Double click on the Route to Last Caller object on the Call Path Canvas 6. Save CONFIGURE ROUTE TO LAST CALLER (RTLC) To configure the Route to last Caller (RTLC) object, place the RTLC object on the Call Path Canvas and then connect an object to the RTLC object. Double-click on the InsideSales.com