Velocify Admin The Velocify Admin tab has been re-designed to provide a much better user experience, focusing on selfservice
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2 Contents Velocify Admin... 3 Objects Supported by... 3 Full Support for Accounts and Contacts... 4 How do I enable and configure new objects in Velocify?... 4 How do I build my Sales Strategy with my newly configured objects?... 5 Distribution... 5 SalesFlow... 6 SalesOptimization... 7 Dialer Reports... 9 What Dialer Reports are now available?... 9 Dial-IQ Inbound... 9 Objects Supported by Dial-IQ Inbound... 9 How to setup Dial-IQ Inbound... 9 How to create Inbound Call Flows Voice Applets Distribution Applet Dial Applet Greeting Applet Menu Applet Timing Applet Hangup Applet Promo Code Applet When the lead was not found after maximum number of re-attempts Provision New Phone Numbers or Port Existing Numbers Provision New Phone Numbers Porting Numbers Velocify Drawloop Connector Who is Drawloop? How will the Velocify Drawloop Connector help my business? Are there any prerequisites for using the Velocify Drawloop Connector?
3 Velocify Admin The Velocify Admin tab has been re-designed to provide a much better user experience, focusing on selfservice and ease of use. Navigate to the Velocify Admin tab and use the Start Wizard or Settings tab, in the new side menu, to configure new objects or modify existing ones. Objects Supported by 3
4 Full Support for Accounts and Contacts Outbound prospecting and inbound teams that use the Accounts and Contacts objects within Salesforce will have the ability to: Distribute Prioritize Build Action/Status Workflows Report How do I enable and configure new objects in Velocify? Step 1: Navigate to the Velocify Admin tab. Step 2: Select Object Configuration from the new Settings side menu. Step 3: Select an Object to Modify. Note: Only objects that have been setup in your Salesforce Org will show here. Follow the on-screen steps to configure your new object. Step 4: Select Export Criteria from the Settings side menu. For each new object, select the appropriate tab and define which records within your Salesforce environment are managed by Velocify. 4
5 Step 5: Select Copy Status from the Settings side menu. For each new object, select the appropriate tab and define which statuses within your Salesforce environment are accessible using Velocify. Why is this important? The statuses selected here will used for building Priority Rules, Action/Statuses, and Distribution programs. How do I create a new status? To add or modify statuses you must make these changes in your Salesforce Org first before they will be updated and shown here. Step 6: Select Sync Fields from the Settings side menu. For each new object, select the appropriate tab and define which fields within your Salesforce environment are accessible using Velocify. Why is this important? The fields selected here will used for building Priority Rules and Distribution programs. How do I create a new fields? To add or modify fields you must make these changes in your Salesforce Org first before they will be updated and shown here. How do I build my Sales Strategy with my newly configured objects? Distribution Rules based engine that governs how records are distributed to groups and users. Step 1: Select Distribution Rules from the Distribution side menu. 5
6 Step 2: Click Add New Program to create a new Distribution program or under the Options column select Edit/Copy to leverage an existing program. Step 3: Add a Title and define the Object Type. From here continue to build your Distribution Program as you normally would. For more details on how to build a program contact your Account Manager at dl-accountmanagers@velocify.com. SalesFlow Actions Define specific activity to manage statuses and automate workflow. Status Organize your organization s workflow through trackable dispositions. Processes New! Bring it all together. Automate your organization s standard processes, ensuring your team always follows the correct steps. Step 1: Select Sales Flow and then Processes from the new side menu in Velocify Admin. Step 2: Select + New Process or Edit to modify an existing workflow Step 3: Follow the on-screen steps to define the criteria, trigger, and rules for this process. 6
7 Warning: If a user does NOT have access to the Velocify Process object, that user will not be prompted to perform any post-action processes defined in the steps above. The system will not alert the user to the fact that they are not seeing any processes. SalesOptimization Priority Rules Define the highest priority records to be automatically organized and ranked in agents Priority View(s). Priority Views Create different prioritized lists for users, profiles, and roles based on object types. Widget Configuration - New! Customize Velocify s Priority Preview to give your sales team the information they need most. Within Velocify s Priority Preview Admin s can now create custom widget configurations for users, profiles, and roles. Different options allow Admin s to customize the layout and information it provides. Warning: You must create a default Widget Configuration after installing the Fall 15 Package or your users will see the following error message in the Expanded Priority View: To configure Widgets, navigate to the Velocify Admin tab. Step 1: From the SalesOptimization side menu, select Widget Layouts. 7
8 Step 2: Select + New Widget Layout Step 3: Follow the onscreen steps to setup the Widget Layout. To make a Widget Configuration the Default Layout for all users use the checkbox under Step 3. This will apply the created Widget Configuration to all users, unless they have specifically been assigned to another layout under Step 4. Note: A user can only be assigned to 1 widget layout. If you assign a user to a new layout it will change their previous layout settings. Customize Widgets Admin s will now have the ability to create Custom Widgets from VisualForce pages. Step 1: Select Custom from the Add Tab drop-down menu. Step 2: Follow the on-screen prompts. Note: You must append in the Enter URL box for the link to render correctly. 8
9 Dialer Reports Dialer Reports are now available in the new Velocify Admin. From the Dialer side menu option, select Dialer Reports. What Dialer Reports are now available? Dialer Productivity Report Indicates all of the records imported to Velocify by source and provides the reason if any imports were not completed successfully. Summary Report Tracks the calls made on each record with details into the number of calls/transfers made, the call/transfer duration, the current status of the record, the last action taken on the record, and more. Agent Summary Report Tracks agent usage and metrics by users and groups with details into the total calls made by an agent, calls abandoned by an agent, transfers received, and more. Call Activity Summary Report Provides information on usage and metrics by users and groups. Specific details include duration of total calls made by a user, date/time stamps, billable duration, as well as access to call recordings. Inbound Call Detail Report Provides information on inbound call details such as the caller number, campaign, tracking number, call duration, call result, access to call recordings, and more. Dial-IQ Inbound With Dial-IQ Inbound, it is possible to create campaign specific phone numbers, manage marketing efforts regardless of channel, and distribute inbound calls to the appropriate agents. To enable Dial-IQ inbound and discuss pricing please submit a request to your Account Manager at dlaccountmanagers@velocify.com. Objects Supported by Dial-IQ Inbound Leads, Opportunities, Account, and Contacts are all supported! How to setup Dial-IQ Inbound Once Dial-IQ has been enabled by your Account Manager new settings will become available on the new Velocify Admin menu. Step 1: Navigate to the Velocify Admin tab and select Distribution Rules from the new side menu. 9
10 Step 2: Click Add New Program or Edit and existing program. There is a new type of distribution program that is used for Dial-IQ Inbound calls. Distribution programs of the Dial-IQ: Inbound type will distribute brand new records that are captured from inbound calls as well as existing records that are unassigned. Records that are already assigned to a user will be routed to the owner of that record. The Distribution Method drop-down will now display a new option called Dial-IQ: Inbound. When selected, additional options will become available under Routing Method. Step 3: Select the appropriate Routing Method. Make sure to check the Enabled box and save the program. 10
11 In order for a user to receive a record through a Dial-IQ: Inbound distribution program the following conditions must be met: The user must be an active Dial-IQ user The user's Calls and Leads buttons must both be in the On position The user must not be already on a Dial-IQ call The user must not be ineligible to receive a lead based on User Max settings in Distribution/User Settings/Pipeline Thresholds How to create Inbound Call Flows A Call Flow determines how an inbound call will be answered. You may want a call placed to a given Dial-IQ Inbound number to be immediately distributed and answered by an available agent, or you may have a prerecorded message that you d like to play. Or perhaps there is a menu of choices from which the caller will choose by pressing different phone keys. Step 1: Click Inbound Call Flows on the Dialer menu. Step 2: Select + New Call Flow in the top right corner. Give the New Call Flow a descriptive name and click Save. Step 3: Select Edit under the Actions column. Call Flow Mapping Area Creating a Call Flow is done by dragging Applets from the Applet Toolbar to the Mapping Area. The Mapping Area contains boxes where you must decide how the call is handled at that point in the call. When a new Call Flow is being created, the first decision that must be made is, What is the first thing that happens to a call that comes in on this number? Voice Applet Toolbar The Voice Applets on the right hand side can be dragged and dropped into the Call Flow Mapping Area to determine how a call is handled at different points in the call. Each applet has its own settings. When an applet is dragged onto the Call Flow Mapping Area, a box will appear where you must configure the settings associated with that Applet. 11
12 Voice Applets There are 7 Voice Applets that can be used to control Call Flow. Each applet has its own settings. Creating a Call Flow consists of dragging and dropping applets into open spaces in the call flow that display the text, Drop applet here and configuring their dependent settings. This section of the document will define each applet and its dependent settings. Creating a sample Call Flow (i.e., adding applets and removing applets will be covered in the following section.) Distribution Applet Dial Applet Greeting Applet Adding the Distribution applet will distribute the record at that point in the call. If Distribution is the first applet added to the Call Flow, the record will be distributed as soon as the call comes in. Note: This requires a distribution program of the type Dial-IQ Inbound. More on this new type of distribution program in a later section of this document. Follow the onscreen prompts to complete setup. In the case of the Distribution applet there are no further settings that need to be configured. The Call Flow ends when the record is distributed. When the record is distributed a popup will appear on the screen of the user who receives the call and their phone will ring. Adding the Dial applet will dial a defined number and connect the record to that number when the call is answered. If Dial is the first applet added to the call flow, the number will be dialed as soon as the call comes in. Follow the onscreen prompts to complete setup. Choose one of the two options from Dial Whom. If applicable, select an additional applet that determines what happens to the call if no one answers the number that is dialed. This number must be a U.S. phone number, direct dial, no extension. Adding the Greeting applet will play a recorded greeting. If Greeting is the first applet added to the call flow, the greeting will be heard as soon as the call comes in. The settings that are required for the Greeting applet enable you to choose different types of recorded greetings (or Audio Choices) and a spot for an additional applet that determines what happens to the call if no one answers the number that is dialed. 12
13 Audio Choice Options: 1. Read Text like a robot Clicking this will enable you to enter text that will be read by a computer generated voice as a greeting. 2. Upload an MP3 file Clicking this will enable you to upload an MP3 that will be used as a greeting. The file must be smaller than 2MB and should have a descriptive title since it will appear in your Library of Greetings. 3. Record using a phone - Clicking this will enable you to record a greeting using your phone. Just enter your number and click the Call & Record button. Phone recording quality is not ideal. Be sure to review the recording quality of this message in your recording Library of Greetings (details in the next step) before using. 4. Choose from your library Clicking this will enable you to choose an existing recording from the dropdown menu to use as a greeting. Menu Applet Adding the Menu applet will present a menu to the caller. A menu is like when you call the bank or an airline. The caller will hear a message and be asked to press a key on their phone to determine what happens next in the phone call. 13
14 Menu Prompt Options Menu Prompt This section works just like the Greeting applet described in the previous section. Menu Options This section has three columns: Keypress Applet Add & Remove Enter a number in the Keypress column and drag an applet into the associated slot in the Applet column. Doing this will determine how the call will be handled when the specified key is pressed by the caller. Click the plus (+) icon to add a menu option and click the minus (-) icon to remove a menu option. At this point it becomes necessary to create separate call flows to determine how the call is handled for the remainder of the call: 1. Enter a number here to determine how many times the menu should repeat if the caller does not make a selection. 2. Drag an applet here to determine what will happen to the call if the caller doesn t enter anything after the menu. 3. It is possible to create a greeting that will be heard if the caller makes an invalid menu selection. 14
15 Timing Applet Adding the Timing applet allows you to create operating hours for call flows. The most common use for this would be something like, If our business is open, handle the call one way, if our business is closed, handle the call another way. This applet checks what time it is and according to the settings will move the call flow into one of two applets. Like the Menu applet, this applet splits the call flow into multiple possible outcomes and requires that you create multiple call flows to handle the remainder of the call. Timing Applet Options Schedule Clicking the plus (+) icon associated with a day will display two fields where you can enter the start time and end time that determine the hours of operation. Note: Enter the times in this format: 9:00 AM and 5:00 PM. The current time as understood is displayed in italics above the scheduling box. If the current time of the server is different than your local time, you will have to adjust the hours in your schedule to reflect the difference between the server timezone and your timezone. 15
16 Open applet The applet that is dropped into this space will determine how the call is handled if it is received within the hours indicated in the scheduling box above. Close applet The applet that is dropped into this space will determine how the call is handled if it is received outside the hours indicated in the scheduling box above. Hangup Applet Adding the Hangup applet ends the call. In the case of the Hangup applet there are no further settings that need to be configured. The Call Flow ends with this applet. Promo Code Applet The Promo Code applet is used to prompt the caller to key in a code. The code is looked up and the call flow can be configured to handle different lookup results. One example of how this feature could be used is in a direct mail scenario. In this example, a lead receives an offer by mail with a Dial-IQ number and a unique promo code. The lead would call the Dial-IQ Inbound number and be prompted to key in their promo code. When the lead is successfully looked up, the call can be routed to an agent who will have the lead distributed to them. They can then begin the sales call with the leads full information in front of them. Promotional Code Prompt This is a recorded message that the caller will hear that should prompt them for a promo code. Recording this prompt is the same as recording a greeting with the greeting applet. Options 16
17 The Options setting consists of two dropdowns: Choose lookup field This is the field in the record that will be searched to find the promo code Restrict look-up to a campaign This field defaults to Do not restrict by campaign. If you would like to restrict the lookup by campaign, select the campaign from this dropdown. If a campaign is selected here, only records associated with the selected campaign will be searched. When the lead has been successfully looked up This section allows you to add an applet to handle the call flow after the record has been successfully looked up. Do you want to re-attempt if lead lookup fails? This setting allows you to set an additional number of times that the call flow will re-start if the lookup fails. Prompt to play when the lead was not found This setting allows you to create message to play when the record cannot be found. 17
18 When the lead was not found after maximum number of re-attempts This setting allows you to add an applet to handle the call flow after a maximum number of re-attempts has been reached. Provision New Phone Numbers or Port Existing Numbers Provision New Phone Numbers In order for Dial-IQ to be aware of a call, the call must come in on a Dial-IQ Inbound number. New Dial-IQ Inbound numbers are provisioned from within the application. It is also possible to port existing numbers to Dial-IQ so that calls that come in on those numbers are recognized by the application. Step 1: Select Inbound Numbers on the Dialer menu. Step 2: When it loads for the first time there will be no numbers listed. Blocks of five local or toll free numbers are automatically purchased at a price of $10. This is a one-time fee associated with provisioning the number and will appear on your monthly bill. Adding a number is done by clicking the Get a Number button. When a number is provisioned it is randomly selected from a bank of available phone numbers. The process is automatic and blind. It is not possible to select one number from a list of available numbers. Only United States numbers are available. Select either Local or Toll-Free When provisioning a local number; your desired area code goes here. This field will not be displayed if Toll-Free is selected above Step 3: Select the Add number button to add the number. 18
19 Note: Once the Add number button is clicked, the number will be provisioned. One will be subtracted from your total available inbound numbers. This action cannot be undone. Porting Numbers If you have an existing phone number that you would like to use as a Dial-IQ Inbound number, contact your Account Manager to find out if it is possible to port the number. Most U.S. Phone numbers can be ported. Porting the number means changing who provides the service for the number. Fees may apply. After the number has been provisioned and the popup is closed, the number will appear on the Manage Inbound Numbers page. It is now possible to connect the new number with a Call Flow and with a Campaign. The Call Flow that is connected to the number will determine how the call is handled. There will be more on Call Flows in a later section of this document. The Campaign that is connected to the number will determine what campaign will be associated with new leads that are created by calling this number. Note: If an existing record calls in on this number it will retain its existing Campaign association. The campaign selected here only assigns a Campaign value to new records. What if an inbound call matches the same number on multiple objects? If a call is received via inbound that matches multiple objects Velocify will follow the below order to determine which object to associate the call to: 1. Contacts 2. Leads 3. Accounts 4. Opportunities For example, if a phone number is shared by a Contact and an Account Velocify will associate the inbound call with the Contact per the above order logic. What if an inbound call matches the same number on the same object? If a call is received via inbound that matches multiple records for the same object type Velocify will associate the call with the last modified record. For example, if 2 contacts share the same phone number Velocify will associate the inbound call with whichever contact was modified last. Velocify Drawloop Connector This integration is designed to help further automate the sales process requiring business documents. Velocify Drawloop Connector will alert users when documents have been returned via Velocify s Priority View. Users will be alerted to follow-up with the recipient quickly and efficiently. 19
20 Who is Drawloop? Drawloop is a document creation tool that dynamically merges Salesforce data into pre-loaded document templates and generates a single, highly customized document package. These document packages are consolidated into a PDF that can be generated on-demand and ed to Leads and Contacts. For more information, please visit How will the Velocify Drawloop Connector help my business? The Velocify Drawloop Connector is designed for sales teams that actively generate and send documentation to their Leads and Contacts. Users can send documents to customers at various stages of the sales funnel through use of Velocify s action-status workflow and Drawloop s Dynamic Document Package (DDP) management tool. E-Signature partners, like DocuSign, manage the electronic signature process once the document has been submitted to the recipient. Drawloop will take care of document package creation, field mapping of Salesforce data, recipient routing, scheduling, and compliance. will alert reps when documents have been returned to the E- Signature partner via status updates. Priority queues (existing or new) will prompt the user to review the document and follow up with the recipient. 20
21 Are there any prerequisites for using the Velocify Drawloop Connector? Both the Drawloop app and supported E-Signature app must be installed in your Salesforce org prior to installing the Velocify Drawloop Connector. Please contact your System Administrator or Velocify support at with any questions. 21
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