Salesforce Platform Documentation - Insidesales.comcommunity.insidesales.com/assets/files/InsideSales... · Some companies enable security settings within Salesforce that require

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Salesforce Platform Documentation


1 © 2016 InsideSales.com

TABLE OF CONTENTS Salesforce Platform Documentation ................................................................................ 0

Table of Contents ....................................................................................................... 1

PowerDialer for Salesforce Specifications ..................................................................... 11

Salesforce Requirements ............................................................................................. 12

Edition requirements ............................................................................................... 12

License Requirements .............................................................................................. 13

Security Requirements ............................................................................................. 13

End User System Requirements ................................................................................. 15

End User System Requirements .............................................................................. 15

Browser Requirements ............................................................................................ 15

Phone System Requirement........................................................................................ 17

Phone System Requirements .................................................................................. 17

Phone Number Formatting Requirements ............................................................ 18

Network Requirements ................................................................................................ 19

Network configuration ............................................................................................. 19

Supported Locales ........................................................................................................ 20

Product Limitations ...................................................................................................... 21

Lightning UI Limitation ............................................................................................. 25

PowerDialer for Salesforce Configuration ..................................................................... 26

Inbound Call Configuration ............................................................................................. 26

Inbound Call Paths ....................................................................................................... 27

Call Path Overview .................................................................................................... 27

Creating Call Paths.................................................................................................... 27

Call Path Canvas ....................................................................................................... 27



Connecting Objects ...................................................................................................... 29

Saving Call Paths ....................................................................................................... 29

Call Path Terminators .................................................................................................. 30

Call Path Terminators Overview .............................................................................. 30

Configure Call Paths ................................................................................................. 30

Deleting Call Paths .................................................................................................... 31

Call Logging - Inbound ................................................................................................. 32

Inbound Call Logging Overview ............................................................................... 32

Configure Inbound Call Logging .............................................................................. 32

Inbound Call Logging Process ................................................................................. 32

Inbound Call Task Data ............................................................................................ 33

Optional Inbound Logging Fields ............................................................................ 36

Rep Queue – Inbound Option ..................................................................................... 39

Rep Queue Overview ................................................................................................ 39

Creating Rep queues ................................................................................................ 39

Configure Rep Queue ............................................................................................... 40

Play Message - Inbound Option .................................................................................. 46

Play Message Overview ............................................................................................ 46

Creating Play Messages ........................................................................................... 46

Configure Play Message ........................................................................................... 47

Start Recording - Inbound Option .............................................................................. 48

Start recording overview .......................................................................................... 48

Creating Start Recording .......................................................................................... 48

Configure Start Recording ....................................................................................... 49

Stop Recording - Inbound Option ............................................................................... 50

Stop recording overview .......................................................................................... 50



Creating Stop Recording .......................................................................................... 50

Configure Start Recording ....................................................................................... 50

Path Bridge - Inbound Option ..................................................................................... 51

Path Bridge Overview ............................................................................................... 51

Creating Path Bridges ............................................................................................... 51

Configure Path Bridge .............................................................................................. 52

Menu - Inbound Option ............................................................................................... 53

Menu Overview ......................................................................................................... 53

Creating Menus ......................................................................................................... 53

Configure Menu ........................................................................................................ 53

Call forward - Inbound Option .................................................................................... 55

Call Forward Overview ............................................................................................. 55

Creating call forward ................................................................................................ 55

Configure Call Forward ............................................................................................ 56

Route to last caller - Inbound Option ......................................................................... 57

Route to last caller (RTLC) overview ........................................................................ 57

Creating Route to Last Caller ................................................................................... 57

Configure Route to Last Caller (RTLC) ..................................................................... 57

Route to Record Owner - Inbound Option ................................................................. 61

Route to Record Owner (RTRO) Overview .............................................................. 61

Creating Route to Record Owner ............................................................................ 61

Configure Route to Record Owner (RTRO) ............................................................. 61

Disconnect – Inbound Option ..................................................................................... 64

Disconnect Overview ................................................................................................ 64

Creating Disconnect ................................................................................................. 64

Configure Disconnect ............................................................................................... 65



Schedule - Inbound Option ......................................................................................... 66

Schedule Overview ................................................................................................... 66

Creating Schedules ................................................................................................... 66

Configure Schedule .................................................................................................. 67

Call Recordings Configuration ........................................................................................ 68

Call Recording Setup .................................................................................................... 69

Call Recording Overview .......................................................................................... 69

Configuring Global Call Recordings ........................................................................ 69

Configuring Rep Specific Call Recording Settings .................................................. 71

Off-site Call Recording Storage ................................................................................... 74

Off-site Storage Overview ........................................................................................ 74

Configuring Off-site Storage .................................................................................... 74

Area Code Groups ........................................................................................................ 77

Area Code Group Overview ..................................................................................... 77

Create Area Code Groups ........................................................................................ 77

Assigning Area Code Groups to Reps ..................................................................... 78

Enforcing Area Code Groups on Inbound Calls ..................................................... 78

Field Exclusions ............................................................................................................. 80

Field Exclusion Overview .......................................................................................... 80

Configure Field Exclusions ....................................................................................... 80

Click-to-Call Dialer Panel .............................................................................................. 82

Click-to-Call Dialer Panel Overview ......................................................................... 82

Creating Click-to-Call Dialer Panels ......................................................................... 82

Configure Click-to-Call Dialer Panel Buttons .......................................................... 83

Configure Click-to-Call Dialer Panel Call Log .......................................................... 86

PowerDialer User Management ..................................................................................... 89



Managing Users ............................................................................................................ 90

Manage users overview ........................................................................................... 90

Adding Users ............................................................................................................. 90

Deactivating Users .................................................................................................... 91

Searching for Users .................................................................................................. 91

Editing Users ............................................................................................................. 92

Mass updating users ................................................................................................ 96

Updating Users from Salesforce ............................................................................. 97

Updating Layouts from Salesforce .......................................................................... 97

Permission groups ....................................................................................................... 99

Permission Group Overview .................................................................................... 99

Creating Permission Groups.................................................................................... 99

Configuring Permission Groups .............................................................................. 99

PowerDialer General Settings ....................................................................................... 107

Company Settings ...................................................................................................... 108

Company Settings Overview .................................................................................. 108

Configure Company Settings ................................................................................. 108

Manage Voice Messages ............................................................................................ 114

Manage Voice Message Overview ......................................................................... 114

Creating Voice Messages ....................................................................................... 114

Configuring Voice Messages .................................................................................. 116

Voice Message Folders ........................................................................................... 117

PowerDialer Dialing Lists ............................................................................................... 119

Seek Lists ..................................................................................................................... 120

Seek List Overview .................................................................................................. 120

Creating Seek Lists .................................................................................................. 120



Configuring Main Seek List Settings ...................................................................... 121

Creating Dialing Rules ............................................................................................ 125

Configuring Dialing Rules ....................................................................................... 126

Domino Lists ............................................................................................................... 137

Domino List Overview ............................................................................................ 137

Creating Domino List .............................................................................................. 137

Configuring Domino Lists ...................................................................................... 137

Account Management ................................................................................................... 145

Billing ........................................................................................................................... 146

Billing Overview ...................................................................................................... 146

Accessing Billing ...................................................................................................... 146

Purchasing Dialer Minutes ..................................................................................... 146

Automatic Dialer Minute Recharge ....................................................................... 147

Configuring Billing Preferences ............................................................................. 148

Purchasing additional licenses .............................................................................. 150

Downloading Sales Transactions .......................................................................... 150

Storage Limits ......................................................................................................... 151

Immediate Response Setup ...................................................................................... 152

Immediate Response Overview ............................................................................ 152

Types of Immediate Response .............................................................................. 152

Configuring Immediate Response ........................................................................ 153

1. Create Apex Class ............................................................................................... 153

2. Create Apex Trigger ............................................................................................ 154

3. Allow Remote Site ............................................................................................... 157

Power Standings Product Specifications ..................................................................... 158

CRM Requirements .................................................................................................... 159



Salesforce Requirements ....................................................................................... 159

System Requirements ................................................................................................ 160

End User System Requirements ............................................................................ 160

Leaderboard System Requirements ..................................................................... 160

Browser Requirements .......................................................................................... 161

Product Limits ............................................................................................................. 163

Supported Locales ...................................................................................................... 165

PowerStandings Configuration Guide .......................................................................... 166

Licenses and Settings ................................................................................................. 167

CLIENT FACING VERIFICATION ............................................................................... 167

PowerStandings Teams ............................................................................................. 168

PowerStandings Teams Overview ......................................................................... 168

Create powerstandings teams .............................................................................. 168

CONFIGURING TEAMS ............................................................................................ 168

PowerStandings Sidebar ............................................................................................ 173

PowerStandings sidebar overview ........................................................................ 173

Enabling powerstandings sidebar ......................................................................... 173

Key Performance Indicators (KPI) ............................................................................. 174

Key performance indicator overview .................................................................... 174

Adjusting Key Performance Indicators ................................................................. 174

configuring key performance indicators .............................................................. 179

Creating Custom KPI Workflows ........................................................................... 180

KPI Totals Adjuster .................................................................................................. 182

Dashboards ................................................................................................................. 184

Leaderboards overview ......................................................................................... 184

Create Dashboards ................................................................................................. 184



Leaderboards .............................................................................................................. 189

Leaderboards overview ......................................................................................... 189

Create Leaderboards.............................................................................................. 189

Challenges ................................................................................................................... 194

Challenges overview ............................................................................................... 194

Create Challenges ................................................................................................... 194

Throwdowns ............................................................................................................... 198

THROWDOWNS overview ...................................................................................... 198

Create THROWDOWNS .......................................................................................... 198

THROWDOWN NOTIFICATIONS ............................................................................. 200

Personal Profile .......................................................................................................... 201

Personal Profile overview ...................................................................................... 201

Accessing Personal Profiles ................................................................................... 201

profile picture & custom sound ............................................................................ 202

NeuralView Product Specifications .............................................................................. 204

CRM Requirements .................................................................................................... 205

Salesforce Requirements ....................................................................................... 205

Objects and Fields .................................................................................................. 205


End User System Requirements ............................................................................ 206

Browser Requirements .......................................................................................... 206

Product Limits ............................................................................................................. 208

Supported Locales ...................................................................................................... 209

NeuralView Configuration Guide .................................................................................. 210

NeuralView seek list (NeuralSort) ............................................................................. 211

Neuralview seek list overview ............................................................................... 211



creating a seek list for Neuralview ........................................................................ 211

configure Dialing Rules .......................................................................................... 212

NeuralSort ............................................................................................................... 213

Neuralview iframe ...................................................................................................... 214

NeuralView iframe .................................................................................................. 214

Enabling Neuralview iframe .................................................................................. 214

NeuralView fields ........................................................................................................ 215

Neuralview fields overview .................................................................................... 215

Vision Product Specifications ........................................................................................ 217

Vision Configurations ................................................................................................. 218


Server-side Routing System Requirements.......................................................... 219

Outlook Plugin System Requirements .................................................................. 219

Gmail Plugin System Requirements ..................................................................... 220

Product Limits ............................................................................................................. 221

Core Features ............................................................................................................. 222

Vision Configuration Guide ........................................................................................... 225

Vision Overview .......................................................................................................... 226

Vision WebApp ............................................................................................................ 227

Vision WebApp Overview ....................................................................................... 227

Access the WebApp ................................................................................................ 227

Filters Overview ...................................................................................................... 227

Folders Overview .................................................................................................... 228

Alerts ........................................................................................................................ 228

Account Settings ..................................................................................................... 228

Admin Tab ............................................................................................................... 231



Templates Tab ......................................................................................................... 240

Attachments Tab ..................................................................................................... 246

Activity Feed ............................................................................................................ 252

Reports Tab ............................................................................................................. 254

Outlook Plugin ............................................................................................................ 272

Outlook Plugin Overview ....................................................................................... 272

Vision Sidebar ......................................................................................................... 272

Vision Group ............................................................................................................ 274

Desktop Notifications ............................................................................................. 275

Gmail Plugin ................................................................................................................ 276

Gmail Plugin Overview ........................................................................................... 276

Vision Address Bar Icon ......................................................................................... 276

Vision Group ............................................................................................................ 278

Desktop Notifications ............................................................................................. 279

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 ✔

Does not have support for SEEK lists or immediate response. May also require additional API calls be purchased from Salesforce.

SalesforceIQ Starter X

Contact Manager X

Group X



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 ✔ This is the only supported license.

Salesforce Platform X

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



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 Specifies the starting IP address for the range. This value should be entered as: 64.90.204.227

End IP Address Specifies the ending IP address for the range. This value should be entered as: 64.90.204.235

Description This value should be entered as “InsideSales Range 1” for easy identification purposes.

CONFIGURE RANGE 2

Setting Description

Start IP Address Specifies the starting IP address for the range. This value should be entered as: 67.214.247.0

End IP Address Specifies the ending IP address for the range. This value should be entered as: 67.214.247.31

Description This value should be entered as “InsideSales Range 2” for easy identification purposes.



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 ✔ Recommended browser. Only the latest production version supported.

Mozilla Firefox ✔ Only the latest production version supported.

Microsoft Internet Explorer ✔ Only IE 9 and 10




Microsoft Edge X

Apple Safari X



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.



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: +44-481958104

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.



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 Ports

Websocket traffic requires port 80 enabled.

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 9900-9999 opened.



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.



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



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

Voicemail Templates

Maximum Voicemail Length 20 seconds

Voicemail Templates

Maximum Number of Voicemails 10 per user



Feature Item Limits

Voicemail Templates

Voicemail 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 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.

Inbound Schedule Object Limited to a single company time.

Inbound Menu Object 4 branches



Feature Item Limits

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 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.

https://developer.salesforce.com/trailhead/lex_migration_introduction/lex_migration_introduction_administration

PowerDialer for Salesforce Configuration


PowerDialer for Salesforce Configuration

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.




NOTE – InsideSales only supports 10 Inbound Routing Objects per Call Path.



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.



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:

• Disconnect

• Forward

• Path Bridge

SEE ALSO

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.



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.


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.



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



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.



INBOUND CALL FIELDS:

Field Name Type Details

Activity Owner Standard

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:

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.




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.




Comments Standard

Contains the comments entered by a rep related to the phone call.


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


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.



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


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.



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.

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.



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.




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.



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



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.



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



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



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.



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

https://www.youtube.com/watch?v=44c-qmncO9Q



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.




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.



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



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.




4. Drag the Start Recording option to the Call Path Canvas.

5. Save Call Path.



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



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.




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.



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.




4. Double click on the Path Bridge object on the Call Path Canvas.

5. Drag the Path Bridge option to the Call Path Canvas.




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.



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.




4. Drag the Menu option to the Call Path Canvas.

5. Double click on the Menu object on the Call Path Canvas.


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



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.


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.



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.




4. Drag the Call Forward option to the Call Path Canvas.

5. Double click on the Call Forward object on the Call Path Canvas.




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.



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.



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



RTLC object and choose the appropriate settings. If an inbound caller’s caller-id does not match a record called by a rep, the inbound call skips over the RTLC object and goes to the next object in the Call Path.

SETTINGS

Setting Description

Object

Sets whether InsideSales searches the incoming caller-id on the Lead or Contact object. Only one object can be selected to be searched.

Called Within (Days)

If a match is found, the system checks to see if the last call to this inbound caller was within X days set in this field. If it is not, the inbound caller is treated as though they were not called previously and continue on in the call path.

Agent Answer Timeout (sec)

Sets the total amount of time that the system will wait for a rep to answer the call before the call is routed to the No Answer Failover option. Set in seconds.



Setting Description

No Answer Failover

If a rep does not answer within the specified Agent Answer Timeout, the inbound call will be routed according to the No Answer Failover.

Rep’s Station Phone:

Routes the inbound call to the rep’s station phone. When a call is sent to the station phone, the call leaves the InsideSales system.

Continue in Call Path:

Causes the inbound call to continue in the Call Path, sending the call to the next object in the current Call Path.

Call Path:

Sends the inbound call to a different Call Path, as selected by the administrator.

Call Forward: Sends the inbound call to a 10-digit US phone number outside of the InsideSales system, such as a main company phone number.



If a match is found, the system will reference this number to see if the identified record should still be routed to the last caller. If the last call was not made within X days, the call path will move on to the next action.

NOTE - If there are multiple records in Salesforce with the same phone number, and the call reaches the Route to Last Caller, the system will use the duplicate record that was created most recently.



Route to Record Owner - Inbound Option

ROUTE TO RECORD OWNER (RTRO) OVERVIEW When an inbound caller reaches the Route to Record Owner object within the Call Path, the InsideSales system will match the inbound caller with the owner of the matching Salesforce record.

The inbound call will be delivered to the individual who owns the record. If no record is found, the call continues in the Call Path.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

US Only

SEE ALSO

Call Paths

CREATING ROUTE TO RECORD OWNER

Route to Last Caller is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system.




4. Drag the Route to Record Owner option to the Call Path Canvas.

5. Double click on the Route to Record Owner object on the Call Path Canvas.


CONFIGURE ROUTE TO RECORD OWNER (RTRO) To configure the Route to Record Owner (RTRO) object, place the RTRO object on the Call Path Canvas and then connect an object to the RTRO object. Double-click on the RTRO object and choose the appropriate settings. If an inbound caller’s



caller-id does not match a record, the inbound call skips over the RTRO object and goes to the next object in the Call Path.

SETTINGS

Setting Description

Object

Sets whether InsideSales searches the incoming caller-id on the Lead, Account, or Contact object. Only one object can be selected to be searched.

Agent Answer Timeout (sec)

Sets the total amount of time that the system will wait for a rep to answer the call before the call is routed to the No Answer Failover option. Set in seconds.



Setting Description

No Answer Failover

If a rep does not answer within the specified Agent Answer Timeout, the inbound call will be routed according to the No Answer Failover.

Rep’s Station Phone: Routes the inbound call to the rep’s station phone. When a call is sent to the station phone, the call leaves the InsideSales system.

Continue in Call Path: Causes the inbound call to continue in the Call Path, sending the call to the next object in the current Call Path.

Call Path: Sends the inbound call to a different Call Path, as selected by the administrator.

Call Forward: Sends the inbound call to a 10-digit US phone number outside of the InsideSales system, such as a main company phone number.

Record Owner

Sets which Owner field InsideSales searches to determine what rep to route the inbound call to. Available options are Record Owner, Last Modified By, and Created By.

NOTE - If there are multiple records in Salesforce with the same phone number, and the call reaches the Route to Record Owner, the system will use the duplicate record that was created most recently.



Disconnect – Inbound Option

DISCONNECT OVERVIEW The disconnect Call Path object disconnects the inbound call. When an inbound call is disconnected through the Disconnect object, any call recordings will also immediately end.

If a branch within a Call Path does not have a terminator connected to it, the branch will default to the disconnect object – meaning that any incomplete branch will disconnect an inbound caller when the caller reaches the end of a branch

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

US Only

SEE ALSO

Call Paths

Terminators

CREATING DISCONNECT

Disconnect is available as an option within a Call Path, and are typically only available to managers or administrators of the InsideSales system.




4. Drag the Disconnect option to the Call Path Canvas.

5. Connect an object to the Disconnect object.




CONFIGURE DISCONNECT To end an inbound call, add the Disconnect object to the Call Path canvas. When an inbound call reaches this object, the call will immediately end. Because the Disconnect object ends the current call, no additional routing options can be connected to the disconnect object. If a Call Path is configured without an ending object, calls will automatically disconnect.



Schedule - Inbound Option

SCHEDULE OVERVIEW The schedule object is used to route inbound calls differently based on time of day. For example, inbound calls can be routed differently during business hours than during hours where the business is closed.

Alternatively, some clients choose to route inbound calls differently based on peak inbound call times. All times are based on company time set within Salesforce.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

US Only

SEE ALSO

Call Paths

CREATING SCHEDULES

Schedule is available as an option within a Call Path, and is typically only available to managers or administrators of the InsideSales system.




4. Drag the Schedule option to the Call Path Canvas.

5. Connect an object to the Schedule object.

6. Connect the Schedule object to other parts of the Call Path to create branches.

7. Click on the configuration square on a branch to specify a start/end time.

8. Save the schedule configuration.



CONFIGURE SCHEDULE There are no configurations on the schedule object itself. To configure the schedule object, connect the schedule to different objects to create branches. When a new branch is created, click on the connection box to setup how each branch behaves.

BRANCH SETTINGS

Setting Description

Branch Name Uniquely identifies the branch. Typically entered as Opened and Closed for business hour enforcement.

Start Time The time in which a branch becomes active. The time is based on company time set within Salesforce.

End Time The time that the branch is no longer active. The time is based on company time set within Salesforce.

Default Option

If there are no active branches when an inbound call reaches a Schedule object, the inbound call will immediately go down the branch marked as the Default Option.

Call Recordings Configuration





Call Recording Setup

CALL RECORDING OVERVIEW The Call Recordings settings determine how and where the call recordings are stored.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CONFIGURING GLOBAL CALL RECORDINGS There are a number of settings that apply to call recordings on a global scale that should be configured.


2. Click Manage Call Recording Settings.

3. Configure Call Recordings.

4. Save changes to settings.



Setting Description

Record Only Agent Leg (Outbound Only Setting)

Off: Causes calls to record both the agent leg and the client leg portions of the call. The frequency of recording is determined by the call recording ratio set on the individual rep.

SEE ALSO Phone System Requirements

All Outbound Recorded Calls: Causes only the agent leg portion of the call to be recorded. Anything the prospect says will not be recorded. The frequency of recording is determined by the call recording ratio set on the individual rep.


Calls to Selected Area Codes: The Agent leg will only be recorded when calls are placed (outbound calls) to phone numbers within the area-codes enter on the page. All other calls will have both the agent leg and client leg recorded. The frequency of recording is determined by the call recording ratio set on the individual rep.




Setting Description

Delete Recordings Older Than

Call recordings older than the number entered are automatically deleted from InsideSales servers, freeing up storage space. Does not apply to calls pushed to off-site storage. This setting is not available if you have off-site storage enabled.

SEE ALSO Off-Site Storage

When this setting is enabled, all call recordings older than the number entered will be deleted at midnight Mountain time. Each night, all call recordings older than the set number will be deleted. When a call recording is deleted, it cannot be recovered.

Apply Settings to Monitoring

Applies the call recording settings to reps using the monitoring tool. For example, if a call cannot be recorded due to an area code restriction, the call also cannot be monitored.

CONFIGURING REP SPECIFIC CALL RECORDING SETTINGS In addition to global recording settings, there are a number of rep specific settings that can be set.


2. Click Manage Users.

3. Edit a specific user.



4. Configure Call Recording settings.

5. Click Save.

CONFIGURE REP-SPECIFIC CALL RECORDING SETTINGS

Setting Description

Recording Ratio

Sets how many inbound and outbound calls are recorded. This is done by a ratio, for example: 1/1 records 100% of calls, 1/2 records 50% of calls.

Minimum Record Time

Sets the minimum amount of time a call must be for a call recording to be kept. The call recording starts immediately when the call is placed or received, but is discarded once the call ends if it does not reach the minimum record time. Set in seconds.

CALL RECORDING STORAGE

There is a specific amount of storage on InsideSales call recording servers allocated to your company for recording storage. If you exceed this storage amount, a fee will be assessed for every Gigabyte of storage where you exceed your limit.

You have a base of 550MB of total call recording storage. Each additional PowerDialer for Salesforce license provides an additional 50MB of storage. Although each license provides additional storage, the storage limitation is pooled and not dedicated per rep.

SEE ALSO

Off-Site Storage

Storage Limits



CALL RECORDING STORAGE LIMITS

Company Minimum Additional Storage per License

550MB 50MB



Off-site Call Recording Storage

OFF-SITE STORAGE OVERVIEW To make it easier to access call recordings, InsideSales provides the ability to transfer call recordings to an Amazon S3 storage account or an SFTP server. Each night at 12AM Mountain time, all call recordings currently on InsideSales servers are transferred to your off-site storage server.

By utilizing Off-Site storage, you are able to keep your recordings in your desired long-term storage location while staying within InsideSales recording storage limitations.

PACKAGES

Accelerate

Elevate

LIMITATIONS

None

SEE ALSO

Call Recordings

CONFIGURING OFF-SITE STORAGE

There are a number of settings that apply to call recordings on a global scale that you should configure.


2. Click Manage Call Recording Settings.

3. Select the Transfer Type (Amazon S3 or SFTP).

4. Configure off-site storage.

5. Press the Test Connection button to verify credentials are correct.

6. Save changes to off-site storage.

NOTE – Off-Site storage requires that you have an Amazon S3 account or an SFTP server. InsideSales does not host or manage off-site storage accounts. By default, this functionality is not enabled. Contact InsideSales to learn more about this feature.



AMAZON S3 SETTINGS

Amazon S3 settings appear if you select Amazon S3 from the Transfer type field on the Manage Call Recording Settings page. Amazon S3 is the InsideSales recommended off-site storage solution.

Setting Description

Access Key The Access Key that is used to connect to the S3 Account.

Secret Key The Secret Key that is used to connect to the S3 Account.

Bucket Directory The bucket directory where InsideSales will save call recordings to.

Default File Name Sets the naming convention that will be used when call recordings are saved on the SFTP server.

SFTP SETTINGS

SFTP settings appear if you select SFTP from the Transfer type field on the Manage Call Recording Settings page. Due to the complexity of SFTP, we only recommend using SFTP if you have a dedicated server management team.

Setting Description

Domain or IP Specifies the web location running the SFTP server.



Setting Description

User Name

The user name of the account for the specific domain or IP address. This user will be used to connect to the server for transferring all call recordings. Alternatively the SSH private and public key can be used instead of a User Name and Password.

Password

The password for the user account. Alternatively the SSH private and public key can be used instead of a User Name and Password.

SSH Private Key SSH private key for the server. This is the recommended authentication model.

SSH Public Key SSH public key for the server. This is the recommended authentication model.

File Directory

Specifies the directory where the call recordings will be stored within the SFTP server. If no file is specified, all files will be dropped into the root directory in the SFTP server.

Default File Name Sets the naming convention that the system will use when saving call recordings to the SFTP server.



Area Code Groups

AREA CODE GROUP OVERVIEW Area code groups are manually created groups of US phone number area codes. These area code groups can be assigned to reps, and are then applied to inbound calls. When enabled on a rep queue, reps can only take inbound calls from callers who have an area code assigned to a group the rep is a part of.

Area code groups are frequently used when a company has a single nation-wide inbound number, but reps are only licensed to take inbound calls from callers located from specific states.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

US ONLY

Applies to Rep Queues

SEE ALSO

Call Paths

Rep Queues

There are three steps to configuring area codes:

1. Create area code groups.

2. Assign area code groups to reps.

3. Enforce area code groups on inbound calls.

CREATE AREA CODE GROUPS There is a number of settings that apply to call recordings on a global scale that should be configured.


2. Click Manage Area Code Groups.

3. Click Create Area Code Group or Edit an existing Area Code Group.



4. Configure Area Code Group.

5. Save changes.

GLOBAL CALL RECORDING SETTINGS

Setting Description

Group Name This is the name of the group of area codes.

Area Codes

Contains all of the area codes assigned to a group. Area codes must be added manually to the area code group – InsideSales not does provide a list of area codes. A single area code can be assigned to multiple area code groups.

ASSIGNING AREA CODE GROUPS TO REPS Once an area code group has been created, it needs to be assigned to reps.



3. Edit the desired User.

4. Under Inbound Call Restrictions move the area code groups to Selected.

5. Save changes.

ENFORCING AREA CODE GROUPS ON INBOUND CALLS

The rep queue must be configured to enforce area code restrictions to ensure reps only take inbound calls from allowed area codes.





3. Edit the desired Call Path.

4. Double click on a rep queue to edit the queue.

5. Click Advanced.

6. Check the Employee Area Code Restrictions checkbox.

7. Save changes.



Field Exclusions

FIELD EXCLUSION OVERVIEW To provide analytics and telephony services, InsideSales requires access to records within your Salesforce instance. Field exclusions allow you to specify specific fields or objects that InsideSales is not allowed to access.

Field Exclusions are frequently used when a field is storing confidential financial data, or other sensitive data. If a field or object is added to the exclusion list, InsideSales cannot use this field in any product offering.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CONFIGURE FIELD EXCLUSIONS

Field Exclusions provides the ability for an administrator to restrict which fields and objects InsideSales has access to.


2. Click Manage Field Exclusions.

3. Uncheck objects InsideSales should not access.

4. Click Edit.

5. Set the fields InsideSales should not have access to.

6. Click OK.

7. Save Changes.

NOTE – At a minimum, InsideSales needs access to all required fields and all phone fields. Removing access to a field also makes it not usable in Seek Lists



for filtering. We highly recommend that most fields remain accessible to InsideSales.

If a field is removed from the list of allowable fields, all data from that field already recorded in InsideSales is retained by InsideSales and not deleted.



Click-to-Call Dialer Panel

CLICK-TO-CALL DIALER PANEL OVERVIEW The Click-to-Call dialer panel houses the primary dialing actions that reps will have access to – initiating calls, leave voicemails, logging calls, receiving inbound calls, etc.

Administrators can adjust the dialer panel so that reps only have access to the features that administrators want to implement. For example, if a company chooses to not leave voice messages, an administrator can remove this button from the interface so that reps don’t see this functionality.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATING CLICK-TO-CALL DIALER PANELS The Dialer Panel editor provides an easy interface to adjust what features are available to reps and how reps access those features. A standard click-to-call panel comes installed with the solution called the Standard Click-to-Call Panel.


2. Click Manage Dialer Panels.

3. Click Create Dialer Panel.

4. Assign the dialer panel to rep’s based on role.

5. Configure the Click-to-Call dialer panel.

6. Save Changes.

NOTE – InsideSales recommends that any adjustments are made on the standard click-to-call panel. In most situations a single dialer panel is all that a



single company needs. To keep the user interface simple, we do not recommend creating multiple custom panels.

CONFIGURE CLICK-TO-CALL DIALER PANEL BUTTONS While editing or creating a dialer panel, administrators can add or remove buttons from the panel, and make adjustments around the call log.

REMOVING BUTTONS

To remove a button from the dialer panel, click on the button on the dialer panel and then click the X to remove the button. The button will be removed from the panel and become an available button that can be added.

ADDING BUTTONS

To add a button to the dialer panel, drag the button from the available button section down to the dialer panel. When the button is in an acceptable location on the panel, a green check-mark appears. Multiple buttons can be placed next to each other by dragging a button next to an existing button.

NOTE – Due to Salesforce security guidelines, it is not possible to create custom buttons on the dialer panel.

The following buttons are available to be added to the dialer panel:

Setting Description

Conference Call Allows the rep to initiate a three-party conference call.

Connect to Dialer Causes the agent leg to connect to the rep without placing an actual outbound call.



Setting Description

Create Event Launches the Create Event popup window within Salesforce.

Create Task Launches the Create Task popup window within Salesforce.

Dial Dials the phone number currently loaded in Click-to-Call.

Dial Employee Allows the rep to look up an employee and then call that employee for internal phone calls.

Disconnect Disconnects the current inbound or outbound call.

Leave VM

Allows the rep to choose a pre-recorded voicemail to leave upon reaching a voicemail box.


Show Number Pad

Displays the number pad, allowing a rep to enter digits on a call without having to use their desk phone. This is primarily used for navigating IVR systems.

Next Record Loads the next record in the currently selected dialer list.



Setting Description

Play Recording

Allows a rep to choose a recorded message to play on the call. This is frequently used when there is a compliance message a rep must read prior to continuing on a sales call.

Record Call Causes the current call to be recorded. When Record Call is pressed, the button changes to Stop Recording.

Send Email Allows a rep to choose from a Salesforce email template to send to a record.

Set Callback Allows the rep to schedule out a future callback for a specific record.

Transfer Allows the rep to transfer a call to a different rep or phone number.

View Callbacks Allows the rep to view all current outstanding callbacks.

The following buttons are legacy and are no longer supported:

Setting Description

Send Text Message Sends an SMS text message to the contact’s mobile phone number.

Hold Puts the current call on hold. This is no longer supported because most modern phones have



Setting Description

the ability to hold without the use of InsideSales.

CONFIGURE CLICK-TO-CALL DIALER PANEL CALL LOG

When a rep ends an inbound or outbound call, they are prompted to disposition their call. Administrators can adjust the call log to contain the fields that need to be logged.

1. Edit a Dialer Panel.

2. On the Preview Panel on the right, click on the Current Call Log.

3. Drag fields onto the Current Call Log.

4. Save Changes.

CALL LOG FIELDS

When InsideSales logs a call into Salesforce, it utilizes the standard task object. InsideSales makes all custom Text, Single-Select, and Multi-select fields accessible to the Call Log.

The Call Result, frequently referred to as the Call Disposition, is the most important field that is on the Call Log. This field logs what took place on the call from a telephony standpoint. This field is required and has been normalized for Neuralytics analysis of call outcomes.

Call Result / Disposition Purpose

No Answer Used when no one answered the call and no message was left.



Call Result / Disposition Purpose

Left Message Used when a rep leaves a pre-recorded voice message or a manual message with a live person or answering machine.

Correct Contact Used when a rep spoke with the individual record they were calling.

Contact Used when a rep spoke with someone other than the record they were calling.

Wrong Number

Used when a rep places a call but the person who answered was not who you intended to call and they were not a good alternative contact.

Disconnected Number Used when the number you called has been disconnected.

Busy Used when you get a busy signal on a call.

NOTE – The Call Disposition field options cannot be altered.

MAKING FIELDS REQUIRED

Administrators can mark a field in the current call log as required, making it so to complete each phone call a rep must enter a value in the field prior to making any additional phone calls.

1. Edit a Dialer Panel.

2. On the Preview Panel on the right, click on the Current Call Log.



3. Select a field that is currently on the Current Call Log.

4. Click the Edit button.

5. Check the Required Field checkbox.

6. Save Changes.

PowerDialer User Management





Managing Users

MANAGE USERS OVERVIEW The Manage Users page allows administrators to configure individual reps, add additional reps, or perform other administrative actions around reps.

The Manage users page is designed for administrators or managers, and is not intended for use by individual sales reps.

PACKAGES

Accelerate

Elevate

Communicate

SEE ALSO

Licenses

Permission Groups

ADDING USERS Users can be quickly added to the InsideSales product. Only Salesforce users can be added to the InsideSales – all users must have a Salesforce license.



3. Click the Add New Users button.

4. Search for and check the desired users.

5. Click Add Users.

Select the users you want to activate with Salesforce by checking the box next to the applicable user names and clicking the Add Users button at the bottom of the page. All reps that are added will be automatically assigned a PowerDialer license. If your Salesforce organization has thousands of users, it may be necessary to use the employee sorting and filtering to find the appropriate users.

NOTE – The InsideSales system restricts the number of users that can be active at any time to the total number of licenses purchased. You are unable to add



more users than the quantity of licenses purchased. InsideSales only support Salesforce users with the Salesforce license. SEE ALSO License Requirements

DEACTIVATING USERS When you need to remove a rep from accessing InsideSales, deactivate the user and unassign their license.



3. Click Deactivate next to a user.

4. Verify action and click OK.

In addition to deactivating a user on a one-on-one basis, multiple users can be deactivated at once using the Mass Update functionality.

NOTE – When a rep is deactivated in Salesforce, the rep will automatically be deactivated in InsideSales at midnight Mountain time.

SEARCHING FOR USERS If a specific user needs to be found, they can be searched for using the search functionality on the Manage Users page. Searches can be performed for specific users, or all users within a role.



3. Click the Filter by Employee drop-down.

4. Select the desired filter option.

5. Enter in a search value, click GO!.



EDITING USERS There are a number of different settings that can be implemented on a per-user basis.



3. Click Edit next to the desired user.

4. Configure the user settings.

5. Click Save.

Setting Description

First Name

Displays the first name of the rep, as entered in the User object in Salesforce. This value cannot be changed through InsideSales and is only provided for convenience.

Last Name

Displays the last name of the rep, as entered in the User object in Salesforce. This value cannot be changed through InsideSales and is only provided for convenience.

Phone

Displays the phone number of the rep, as entered in the User object in Salesforce. This value cannot be changed through InsideSales and is only provided for convenience.



Setting Description

Recording Ratio

Sets how many inbound and outbound calls are recorded. This is done by a ratio, for example: 1/1 records 100% of calls, 1/2 records 50% of calls.

SEE ALSO Call Recording



Click-to-Call Caller-ID

Sets the default Caller-ID that will be used for all outbound calls that a rep places.

NOTE – If the Can Change Caller-ID setting is enabled through permission groups, reps can change their Caller-ID themselves and override this setting.

There are four different options:

Company Phone: Sets the Caller-ID to the company-wide phone number, found in the Company Settings page within Salesforce. Allows for international and Domestic US phone numbers. If this option is selected, but there is no company phone, the system will default to using the rep’s station phone.

Custom Number: Sets the Caller-ID to a specific number entered by the administrator. When selected, a secondary field appears where a number can be added. Allows for international and Domestic US phone numbers.

LocalPresence: Uses LocalPresence for all outbound calls. If no LocalPresence number is available when an outbound call is placed, the rep’s station phone will be displayed. LocalPresence is only available within the US.

Station Phone: Sets the Caller-ID to the rep’s station phone.



Setting Description

Permission Group

Sets which permission group an individual is assigned to. This controls which InsideSales links and features a rep has access to.

SEE ALSO Permission Groups

Country

Sets which country a rep is located in. This is used by the InsideSales system to know which dialer server is used to process phone calls.

NOTE – Contact InsideSales Support to be begin using international dialer servers. By default, you are set to only use the US dialer server regardless of the country selected in this field.

Sales Role

The Sales Role sets the type of user the rep is. This data is used in informing the Neuralytics platform on performance.

SEE ALSO Neuralytics

Target Market

The Target Market sets the market that an individual rep focuses on. This information is used for informing the Neuralytics platform on performance.




Setting Description

Minimum Record Time

Sets the minimum amount of time a call must be for a call recording to be kept. The call recording starts immediately when the call is placed or received, but is discarded once the call ends if it does not reach the minimum record time. Set in seconds.

SEE ALSO Call Recording

SMTP Username This setting is no longer in use.

SMTP Password This setting is no longer in use.

International Dialing

Allows an individual rep to place calls to phone numbers located outside of the United States. This setting must be enabled to place calls to or from international locations.

Inbound Call Restrictions

Restricts inbound calls a rep can received based on the area-code of the inbound caller. Reps can only receive inbound calls from area codes contained within the selected area code groups.


MASS UPDATING USERS

To apply a single user configuration to multiple users at once, you can utilize the Mass Update functionality.





3. Select the desired users.

4. Press the Mass Update Select Users button.

5. Select the setting to mass update.

6. Enter or select the appropriate value.

7. Click the Update button.

UPDATING USERS FROM SALESFORCE

Periodically if changes are made to users within Salesforce, you may need to re-sync users down to the InsideSales system. InsideSales automatically syncs users from Salesforce at midnight Mountain time. This button should only be pressed when instructed by InsideSales Support.



3. Click the Update Users from Salesforce button.

4. Once the update is completed, a success notification is displayed.

NOTE – Depending on how many users there are in your Salesforce organization, this process can take a considerable amount of time and use significant API calls.

UPDATING LAYOUTS FROM SALESFORCE When the Update Layouts button is pressed, InsideSales syncs down the layouts from Salesforce for all fields on the main objects. InsideSales automatically updates layouts from Salesforce each night at midnight Mountain time





3. Click the Update Layouts from Salesforce button.

4. Once the update is completed, a success notification is displayed.

NOTE – Depending on how many fields in your Salesforce organization, this process can take a considerable amount of time and use significant API calls.



Permission groups

PERMISSION GROUP OVERVIEW Permission Groups control which management links and features individual reps have access to. For example, it may be necessary to grant access to the call monitoring feature to managers, but restrict access to billing functions.

Permission groups allow administrators to restrict or grant access as needed. Once permission groups are configured, they can be assigned to individual users.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

SEE ALSO

Manage Users

CREATING PERMISSION GROUPS

Administrators can create new permission groups or alter existing permission groups.


2. Click Permission Groups.

3. Click Create New Permission Group or Edit an existing permission group.

4. Configure permission groups.

5. Click Save.

CONFIGURING PERMISSION GROUPS Because permissions are essential in securing certain sections of the product, it is essential that permission groups are properly configured. InsideSales provides three default permission groups for the various roles in an organization. InsideSales recommends that you utilize these standard permission groups.



NOTE – The standard Administrator permission group cannot be altered. The Administrator permission group has all permissions enabled.

Permission Functionality

General Links

Billing

Enables access to all billing functions. Adds the Manage License Quantities, Purchase Dialer Minutes, and Billing Summary links to the InsideSales tab.

Domino Lists

Enables access to the Domino List page. Adds the Domino Lists link to the InsideSales tab. The ability to create or edit Domino Lists is controlled by internal Salesforce security settings.

SEE ALSO Domino Lists

Inbound Login This permission is no longer used and will be removed in a future version of the application. Do not enable this permission.

License Assignments Enables access to the License Assignments page. Adds the License Assignments link to the InsideSales tab.



Manage Area Code Groups

Enables access to the Area Code Group functions. Adds the Manage Area Code Groups link to the InsideSales tab. This feature is not available by default, contact your InsideSales representative to enable the feature.


Manage Call Paths

Enables access to the inbound Call Paths. Adds the Manage Call Paths link to the InsideSales tab.

SEE ALSO Call Paths

Manage Company Settings

Enables access to global company settings. Adds the Manage Company Settings link to the InsideSales tab.

SEE ALSO Company Settings

Manage Emails This permission is no longer used and will be removed in a future version of the application. Do not enable this permission.

Manage Users

Enables access to manage and configure users. Adds the Manage Users link to the InsideSales tab.

SEE ALSO Manage Users

Manage Voice Messages

Enables access to the voice message manager system. Adds the Manage Voice Messages link on the InsideSales tab.




Permission Groups Enables access to the permission groups. Adds the Permission Groups link on the InsideSales tab.

Seek Lists

Enables access to the Seek List page. Adds the Seek Lists link to the InsideSales tab. The ability to create or edit Seek Lists is controlled by internal Salesforce security settings.

SEE ALSO Seek Lists

Submit Support Case Enables the ability to submit support cases. Adds the Submit Support Case link to the InsideSales tab.

View Support Case Enables the ability to see pending and completed supported cases. Adds the View Support Cases link to the InsideSales tab.

View Support Center Adds the View Support Center link to the InsideSales tab, making it easy to access the InsideSales support community.

Call Monitoring

Action: Barge Allows a rep to barge in on active inbound and outbound calls through the call monitoring tool.



Action: Disconnect Call

Allows a rep to disconnect an active inbound or outbound calls through the call monitoring tool. We do not recommend giving this permission to anyone other than administrators for trouble-shooting.

Action: Listen Allows a rep to listen to active inbound and outbound calls. This permission is required for all other interactions like Barge and Whisper.

Action: Logout

Allows a rep to log a rep out of the system. We do not recommend giving this permission to anyone other than administrators for trouble-shooting.

Action: Start/Stop Recording This column is no longer used and will be removed in a future release.

Action: View Record Allows a rep to click and open the Salesforce record a rep is speaking with.

Action: Whisper Allows a rep to whisper to a rep on the phone and coach them. Requires the Action: Listen permission

Call Recordings

Enables access to the call recording storage system. Adds the Call Recordings link to the InsideSales tab.

SEE ALSO Call Recordings

List Progress Report Enables access to the list progress report. Adds List Progress Report link to the InsideSales tab.



Manage Call Recording Settings Enables access to the Call Recording settings. Adds Manage Call Recording Settings link to the InsideSales tab.

Monitor Calls Enables access to the call monitoring tool. Monitor Calls link to the InsideSales tab.

PowerStandings

Achievements Enables access to the PowerStandings achievements page. Adds a link for Achievements to the InsideSales tab.

Challenges

Enables access to the PowerStandings challenges page. Adds a link for Challenges to the InsideSales tab.

SEE ALSO Challenges

Create Dashboards Enables the ability to create new dashboards within PowerStandings. Adds a button on the Dashboards page to create a new dashboard.

Key Performance Indicators

Enables the ability to access and alter KPIs used within PowerStandings. Adds a link for Key Performance Indicators to the InsideSales tab.

SEE ALSO Key Performance Indicators



KPI Totals Adjuster

Enables access to the KPI totals adjuster. Adds a link for KPI Totals Adjuster to the InsideSales tab.

SEE ALSO Key Performance Indicators

Manage Dashboards Enables access to manage Dashboards. Adds a link for Manage Dashboards to the InsideSales tab.

Manage Leaderboards

Enables access to manage Leaderboards. Adds a link for Manage Leaderboards to the InsideSales tab.

SEE ALSO Leaderboards

Manage Points This setting is no longer used and will be removed in a future product release.

Manage Teams

Enables access to manage PowerStandings teams. Adds a link for Manage Teams to the InsideSales tab.

SEE ALSO Manage Teams

General Permissions

Can Change Caller-ID In Click-to-Call

Allows a rep to change the Caller-ID that is used while placing calls from Click-to-Call. If this setting is enabled, reps are able to override the Caller-ID set on the Edit user screen.

SEE ALSO Manage Users



Can Stop Recordings

Allows a rep to manually stop a call recording that was started either by the rep or by the InsideSales system through recording ratios.

SEE ALSO Call Recordings

Display Caller-ID In Use

Displays the Caller-ID that is used when an outbound call is placed from the Click-to-Call panel. This is useful when reps are placing calls using LocalPresence so they are aware of what Caller-ID to reference while on calls.

Enable Direct Inbound Only Status

Enables a new inbound availability option for going available for only calls to direct inbound numbers and stay unavailable for all rep queues.

Limit Search Results to Record Owners

Limits search results to only records owned by a rep. This setting only applies to the PowerDialer – it does not apply to Click-to-Call panel.

PowerDialer General Settings





Company Settings

COMPANY SETTINGS OVERVIEW There are a number of global settings that impact your entire installation of the PowerDialer for Salesforce. These settings apply to how InsideSales syncs call tasks, how inbound calls behave, enabling LocalPresence features, and more.

NOTE – Extreme care should be taken when adjusting the global company settings. Most settings take effect immediately and cannot be undone.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CONFIGURE COMPANY SETTINGS

Administrators can use the company settings to adjust major functions of the InsideSales system.


2. Click Manage Company Settings.

3. Configure Company Settings.

4. Save Changes.



COMPANY SETTINGS CONFIGURATION OPTIONS:

Setting Description

Dialer Settings

Call Now Delivery Order

The Call Now Delivery Order determines in which order Call Nows are delivered to reps who request the next record in a list. There are two options for the delivery order.

SEE ALSO Immediate Response Setup

First in First Out: Places Call Nows in an order to be delivered to your reps in the order in which they arrived. The Call Nows that came in first will be delivered to a rep before newer Call Nows. Essentially Call Nows that have been sitting the longest are first in line.

Last in First Out: Places Call Nows in an order to be delivered to reps based on the newest Call Nows. The Call Nows that came in most recently are placed at the top, going in front of older Call Nows.



Setting Description

Callback Grace Period

Sets how long in minutes the system will wait before redistributing an overdue callback to a different rep to be handled. This is useful if it doesn’t matter who calls a prospect back at a scheduled time.

NOTE – This setting is being phased out and should no longer be used.

Reschedule Missed Callbacks

If a callback is overdue by over an hour, this setting will cause the callback to automatically be rescheduled for 24 hours later. When a callback is rescheduled, InsideSales will update the callback task in Salesforce within 15 minutes to reflect the new callback date and time. A missed callback can only be rescheduled three times before the system will stop rescheduling it.

Calls Over Tic Time

Adds a TIC sheet item to the PowerDialer stand-alone interface that counts all calls that are equal to or exceed the value entered in this field. Field is in seconds.

NOTE – This is a PowerDialer only feature and does not apply to Click-to-Call.



Setting Description

Open Tasks Only Viewable by Owner

Causes the InsideSales Click-to-Call panel section for Open Tasks to only display tasks to reps which the rep is the owner of. A rep will not see open tasks owned by someone else.

SEE ALSO Click-to-Call Dialer Panel

Call Now Notification

Causes a notification to appear across the PowerDialer interface any time a rep loads a record that is a Call Now. Providing reps with better insight into which records are Call Nows can improve performance and increase attention given to these records.

SEE ALSO Immediate Response Setup

NOTE – This is a PowerDialer only feature and does not apply to Click-to-Call

Call Task Record Type

Causes all call tasks created by the InsideSales system to be created using a specific record type on that Salesforce task object. For the system to apply this type, all users must have access to the selected record type.

NOTE – Because Professional edition of Salesforce does not have record type options, this setting is not available on Professional edition of Salesforce.



Setting Description

Call Override PIN

Displays the PIN that can be entered to override the Do-Not-Call block InsideSales places when a rep attempts to call a lead or contact marked as Do-Not-Call. This PIN is a company-wide PIN that can be re-generated by pressing the Generate New button.

Company Logo Allows the upload of a company logo, used by the internal InsideSales customer management system.

Inbound Settings

Relate Unknown Caller Causes two new buttons to appear when a rep receives an inbound call.

Allow Call Relationship Change When enabled, reps are presented with the ability to change which record an inbound call is related to.

Manual Answer / Ignore on All Calls

When this setting is enabled, all inbound calls will present reps with an Answer / Ignore dialogue. The rep will need to press the Answer button to be able to answer the call. By pressing Ignore, the call is routed to a different rep.

NOTE – InsideSales highly recommends enabling this setting.



Setting Description

Created Missed Call Tasks

Causes inbound call tasks to be created when an inbound call is missed. This should be enabled if you intend to track all missed calls. By enabling this however, your storage within Salesforce will increase as additional tasks are created.

Local Presence for Click-to-Call

Local Presence Block

Specifies which collection (block) of LocalPresence numbers are used for all calls placed using LocalPresence from Click-to-Call. If a block is not selected, outbound calls placed using Click-to-Call will not use LocalPresence.

Test Against Regular Numbers

Causes the occasional outbound call to not use LocalPresence for the purpose of split testing effectiveness of LocalPresence. Enabling this setting will decrease outbound effectiveness for some calls.



Manage Voice Messages

MANAGE VOICE MESSAGE OVERVIEW The Voice Message Manager allows reps and managers to record new messages or upload existing messages to be used within the InsideSales application.

The Manage Voice Messages system contains all messages used by reps when they reach voicemail boxes. Other messages related to Call Paths, such as wait messages and play messages, are also uploaded and managed through the Manage Voice Message system.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

SEE ALSO

Call Paths

Rep Queues

CREATING VOICE MESSAGES

New voice message recordings can be recorded through the InsideSales telephony system. Alternatively, you can upload an existing recording from your computer.

RECORDING A NEW MESSAGE

Reps and managers can choose to create a completely new message using InsideSales telephony.


2. Click Manage Voice Messages.

3. Click Create New Voice Message or Edit an existing voice message.

4. Configure permission groups.

5. Click Create Message.



6. The InsideSales system will call you at your station phone to record the message.

7. Press 1 to record a new message.

8. When the recording is finished click pound (#) to save the message.

9. Hang up your phone.

10. Click Save in interface.

NOTE – Before recording a message you must have a phone number in your personal information within Salesforce. InsideSales will call this number to record the new message.

UPLOAD EXISTING RECORDING

If there is an existing message, such as hold music, that needs to be added to the InsideSales system then uploading an existing recording can be used.



3. Click Create New Voice Message or Edit an existing voice message.

4. Configure permission group, including selecting a voice message to upload.

5. Click Save.

All existing recordings must meet the following requirements. If a recording does not meet the requirements the message will not be successfully uploaded:

• GSM file format

• 16-bit sample size

• 1 Channel (Mono)



• 8 khz sample rate

• PCM codec

• Size of file can't be larger than 2 MB

CONFIGURING VOICE MESSAGES Configuring voice messages allow reps and managers to record voice messages, and then organize and share them as needed.

Setting Description

Message Name Sets the unique name for the voice message. This should be descriptive so that reps know what message to select while placing calls.

Folder

Places the voice message in a folder for organization purposes. Placing voice messages in folders does not control access to voice messages.

Owner Sets the individual who is the owner and can alter the voice message.

Type

Categorizes the voice message into the purpose of the message. This data is used for Neuralytics data processing




Setting Description

Upload Message

Allows an existing pre-recorded message to be uploaded to the InsideSales system. A message must be in .GSM format and conform to other message requirements.

SEE ALSO Uploading Existing Recording

Message Script

Defines what will be read when a new message is recorded. This is for convenience for recording the message so there is something to read while recording. When a pre-recorded voice message is left, the content of the message script is added to the call task saved in Salesforce.

Share Message With Company

If checked, the message is shared with everyone else in the company. Other reps can then alter the message or use the message while placing calls.

NOTE – Reps marked as Administrators can see all voice messages regardless of this permission.

VOICE MESSAGE FOLDERS

Voice messages can be added to folders for the purpose of organization. Unlike Salesforce, folders do not control access to recordings and are purely for organization.



EDIT EXISTING OR CREATING FOLDERS

You can alter existing voice message folders at any time or create new folders.



3. Click Create New Folder or Edit on the current folder.

4. Name the folder and assign voice messages to the folder.

5. Click Save.

NOTE – A voice message cannot be in two folders at once. Moving the message from one folder to another may cause reps to not be able to find a message when needed.

PowerDialer Dialing Lists





Seek Lists

SEEK LIST OVERVIEW Seek Lists are dynamic dialing lists that present reps records for dialing according to business rules set by administrators and managers. Seek Lists refresh each hour, pulling in the appropriate records and removing records that are no longer qualified to be in the list.

Administrators and managers can create Seek Lists and invite reps to the lists. Reps are then able to login to the lists and have the records presented to them to be dialed.

PACKAGES

Accelerate

Elevate

LIMITATIONS

Not available for professional edition

SEE ALSO

Domino Lists

CREATING SEEK LISTS

Administrators or Managers are typically the users who create Seek Lists for their reps. Creating a Seek List is broken into two parts – The main Seek List settings and the individual dialing rules. Each Seek List contains multiple dialing rules. Each dialing rule contains the filters and criteria for which records are pulled into a dialing rule. Dialing rules are then prioritized within the Seek List so that reps are always working on eligible records from the most important dialing rules first.

NOTE – There are several different versions of the Seek List setup. Documented here is the supported Seek List setup process.


2. Click Seek Lists.

3. Click New Seek List or edit an existing Seek List.

4. Configure Seek List main settings.

5. Click Save on Seek List.



CONFIGURING MAIN SEEK LIST SETTINGS There are two parts to each Seek List – the basic Seek List settings and the dialing rules.

Setting Description

Name

The name of the Seek List. This should be a descriptive name as it will be seen by reps when they are choosing which dialer list to use and is also used in reports.



Caller ID

Sets the default Caller-ID that will be used for all outbound calls that are placed through this Seek List.

NOTE – This setting only applies to reps using the PowerDialer. The Caller-ID for Click-to-Call is set on the edit user page.




LocalPresence: Uses LocalPresence for all outbound calls. If no LocalPresence number is available when an outbound call is placed, the rep’s station phone will be displayed. LocalPresence is only available within the US. If there are multiple LocalPresence buckets, a drop-down will appear prompting you to select the bucket that



will be used. Only available on Elevate and above.


Limit Calling Times

Limits calls to only take place to prospects in specific allowable calling times at the prospects time. The prospects time is based on the area code of the phone number recorded in Salesforce.

Business Hours: Ensures that calls are not placed to prospect where the dialed phone number is outside of the hours of 8AM to 6PM.

Consumer Hours: Ensures that calls are not placed to prospect where the dialed phone number is outside of the hours of 8AM to 8PM.

None: Places no restriction around the time in which a prospect can be called.



Time Between Calls

Time Between Calls blocks the same record from coming back into the dialer list repeatedly in a short period of time. For example, if a record does not change sufficiently from one hour to the next, the dialing rule may cause the record to be pulled in again because it still meets the dialing rule criteria.

This setting ensures that even if a record technically meets the filter criteria for a dialing rule that the record is not pulled back into the list until the time between calls expires.

Use Salesforce Email Templates

Assigns specific Salesforce email template folders to the specific Seek List. When a rep presses the Send Email button from within the PowerDialer, they will only be able to send emails from the templates selected in this field.

NOTE – This setting only applies to reps using the PowerDialer.



Grant List Access

Sets the reps who that will have access to use the Seek List.

Visible to only me: Sets the list to only be seen and accessible to the current rep.

Visible to all users: Allows a list to be accessible to all reps who have access to the InsideSales product suite.

Visible to certain groups of users: Allows a list to be accessible to specific reps, user roles, or subordinates.

NOTE – Be very selective of who is invited to a Seek List. As more reps are selected, the slower the Seek Lists will refresh.

Show agents query names

Displays the name of the dialing rule that a record qualified for to the rep as they load records. This setting only applies to the PowerDialer, it does not apply to Click-to-Call.

CREATING DIALING RULES

The Dialing Rules are the filters and criteria that add or remove records from the list. Each Dialing Rule has a maximum of 7,000 records that can be pulled in at any given hour. Each dialing rule runs during the time specified on the Seek List page:





3. Click New Seek List or Edit an existing Seek List.

4. Click Add New Rule.

5. Configure Dialing Rule.

6. Click Save on Dialing Rule.

NOTE – If a dialing rule is created that has greater than 7,000 eligible records, all records beyond 7,000 will be excluded. To determine which 7,000 records will be pulled in, adjust the sort criteria on the dialing rule.

CONFIGURING DIALING RULES

Each dialing rule is completely configurable by managers. Typically, end-user sales reps are not the individuals creating and editing dialing rules.

Setting Description

Query Name

The name of the dialing rule. This name should be descriptive as it may be displayed to reps as they place calls and is used for reporting on dialing rule effectiveness.



Setting Description

Object To Call

Defines the primary filter object. If a company desired to dial on Contacts, then Contact should be selected as the object to call.

Lead: Will pull leads into the dialing rule. When a user requests the next record, a lead record will be loaded.

Contact: Will pull contacts into the dialing rule. When a user requests the next record, a contact record will be loaded.

Account: Will pull accounts into the dialing rule. When a user requests the next record, an account record will be loaded.

Opportunity: Will present a rep with a contact or an account related to the opportunity that meets the dialing rule criteria. When the opportunity object is selected, a secondary drop-down appears where contact or account can be selected.



Setting Description

Calling Hours


All selected hours in Calling Hours must be within the selected Limit Calling Times field if being used.



Setting Description

Limit Calls To

Determines when a rep loads the next record in the list if the rep is allowed or not allowed to see the next record. If a rep is unable to see a record, the record is skipped for that rep and the next record is loaded.

No Limit: Applies no limit to the Seek List – meaning that as reps move through the list they can see records that they are not the owner of. For example, Rep A can load records owned by Rep B.

Record Owner: Limits records to only those who are marked as the actual owner of a record. This restricts the ability for one rep to see the records owned by another rep.

Account Team: Limits records to only those who own accounts or are listed as a member of the account team. This option only appears if the selected object on the dialer list is Accounts.

Dials are Between Sets the minimum and maximum for the amount of times that an individual has been called to be eligible for the specific dialing rule.



Setting Description

Filter Fields

The filter fields allow a manager to set rules for when a record qualifies for a specific dialing rule.

SEE ALSO Dialer List Filters

Advanced Filtering

Allows advanced logic with the filters – for example, a dialing rule can be created that requires a prospect meet rule 1 AND 2, or 1 AND 3 but not 2. The advanced filtering follows standard Salesforce custom list view logic.

Record Sort Specifies how record that are pulled into the dialing rule are sorted. A maximum of two sorts are allowed.

FILTER FIELDS

InsideSales supports filtering on all commonly used Salesforce field types. The following table outlines the field types that InsideSales supports – both custom and standard fields.

Filter Fields Supported

Auto Number ✔

Formula ✔

Roll-Up Summary X




Lookup Relationship X

External Lookup Relationship X

Checkbox ✔

Currency ✔

Date ✔

Date/Time ✔

Email ✔

Geolocation X

Number ✔

Percent ✔

Phone ✔

Picklist ✔

Picklist (Multi-Select) ✔

Text X




Text Area X

Text Area (Long) X

Text Area (Rich) X

Text (Encrypted) X

URL X

Filter Operators

As Seek Lists refresh each dialing rule each hour and pull in newly qualified records, it is essential that only filters that run quickly in Salesforce queries are supported. As such, the following filters are the only filters that InsideSales supports:

Operators Supported Notes

Equals ✔

Not Equal To ✔

Less Than ✔

Greater Than ✔

Less or Equal ✔



Operators Supported Notes

Greater or Equal ✔

Includes

X Not supported due to Salesforce processing queries using this operator running slowly.

Excludes


Contains


Does Not Contain


Not Equal To


Within




NOTE – Before you are able to create dialing rules on a new Seek List you must first save the Seek List.

SEEK LIST REFRESH

Each hour each dialing rule in a Seek List refreshes, pulling in all records that meet the criteria and removing all records that no longer meet the dialing rule criteria.

REMOVAL OF RECORDS

Although a record may match the filter criteria, there may be other reasons why the record does not appear in the Seek List.

Reason Details

Pending Callback

If there is a pending callback set on a record the record will be ineligible to be pulled into a Seek List until the callback has been resolved. To determine if a record has a callback, view the open tasks related to the record and look for the term Callback in the subject field.

Recently Called If a record was called too recently as per the Time Between Calls field, the record will be ineligible for the Seek List.

Do-Not-Call Leads and Contacts flagged as do-not-call are automatically excluded from all Seek Lists.



Reason Details

Blank Phone Number

Only records with phone numbers in the primary phone number field are included in Seek Lists. Records without phone numbers cannot be pulled into a Seek List to be dialed.

Invalid Phone Number

If an invalid number is saved on the record, InsideSales will not be able to reliably present it to reps.

NOTE – If you are filtering by time zone, invalid numbers frequently don’t have a valid time zone. If there is no valid time zone, then the Seek List will not pull in the record.

Already Dialed

A single record can be pulled into multiple Seek Lists during the same hour timeframe, however it can only be dialed from one Seek List within a single hour. As such, if a record was dialed in one Seek List, it will be removed from the other Seek List to ensure it isn’t called twice.

Invalid Time

Seek Lists rely on time to determine when a record should and should not be pulled in. A record may meet all of the filter criteria, but be disqualified because it is not the appropriate time to call a record.



ADJUSTING DIALING RULE RUN TIME

Dialing Rules only run during specified times, provided by the user creating the Seek List.



Domino Lists

DOMINO LIST OVERVIEW Domino Lists are static dialing lists that present records from a pre-defined list that does not change. Once a record has been presented to a rep, the record is removed from the list and will not be presented again. Domino Lists do not refresh – once a record is added it stays in the list regardless of if the record changes and is technically no longer eligible for the list.

Domino Lists are primarily used when there is a specific number of records that need to be immediately dialed.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

SEE ALSO

Seek Lists

CREATING DOMINO LIST

Administrators or Managers are typically the users who create Domino Lists for their reps. Each Domino List contains the filters and criteria for which records are pulled into the list.



3. Click New Seek List or Edit an existing Seek List.

4. Click Add New Rule.

5. Configure Dialing Rule.

6. Click Save on Dialing Rule.

CONFIGURING DOMINO LISTS Each dialing rule is completely configurable by managers. Typically, end-user sales reps are not the individuals creating and editing dialing rules.



Setting Description

Query Name

The name of the Domino List. This should be a descriptive name as it will be seen by reps when they are choosing which dialer list to use and is also used in reports.

Caller ID

Sets the default Caller-ID that will be used for all outbound calls that are placed through this Seek List.





LocalPresence: Uses LocalPresence for all outbound calls. If no



Setting Description

LocalPresence number is available when an outbound call is placed, the rep’s station phone will be displayed. LocalPresence is only available within the US. If there are multiple LocalPresence buckets, a drop-down will appear prompting you to select the bucket that will be used. Only available on Elevate and above.


Data Source

Determines where the records for the Domino List will be pulled from.

Query: Allows for the use of creating custom filter criteria to determine which record are pulled into the Domino List. All records that meet the filter criteria will be pulled into the Domino List.

Report: Utilizes an existing Salesforce report to pull records into the Domino List. All records in the report will be eligible for the Domino List.



Setting Description

Report Folder

Only appears if the selected data source is Report.

Specifies the folder that a report is located in to be used as the data source. Only folders that are public are available. This field is only used for narrowing down the location of a report to use with the Domino List.

Report


Sets the report that will be used to pull records into the Domino List. Only reports that contain a column with a lead, account, contact, or opportunity ID are supported. The report must contain a column with a record ID to be eligible.

Report Object to Use


Frequently a Salesforce report will contain multiple object IDs. Use this field to identify which object the InsideSales system should pull into the Domino List. Must be a lead, account, contact, or opportunity.

NOTE – If the opportunity object is selected, the report must also contain an ID column for the contact related to the opportunity.



Setting Description

Object to Call Only appears if the selected data source is Query.

Use Salesforce Email Templates

Assigns specific Salesforce email template folders to the specific Seek List. When a rep presses the Send Email button from within the PowerDialer, they will only be able to send emails from the templates selected in this field.


Calling Hours

Only appears if the selected data source is Query.


All selected hours in Calling Hours must be within the selected Limit Calling Times field if being used.



Setting Description

Limit Calls To

Determines when a rep loads the next record in the list if the rep is allowed or not allowed to see the next record. If a rep is unable to see a record, the record is skipped for that rep and the next record is loaded.

No Limit: Applies no limit to the Seek List – meaning that as reps move through the list they can see records that they are not the owner of. For example Rep A can load records owned by Rep B.

Record Owner: Limits records to only those who are marked as the actual owner of a record. This restricts the ability for one rep to see the records owned by another rep.

Account Team: Limits records to only those who own accounts or are listed as a member of the account team. This option only appears if the selected object on the dialer list is Accounts.

Dials are Between Sets the minimum and maximum for the amount of times that an individual has been called to be eligible for the specific dialing rule.

Minutes Between Calls Sets the minimum and maximum for the amount of times that an individual has been called to be eligible for the specific dialing rule.



Setting Description

Filter Fields

The filter fields allow a manager to set rules for when a record qualifies for a specific dialing rule.

SEE ALSO Dialer List Filters

Record Sort Specifies how records that are pulled into the dialing rule are sorted. A maximum of two sorts are allowed.

Grant List Access

Sets the reps who that will have access to use the Domino List.

Visible to only me: Sets the list to only be seen and accessible to the current rep.

Visible to all users: Allows a list to be accessible to all reps who have access to the InsideSales product suite.

Visible to certain groups of users: Allows a list to be accessible to specific reps, user roles, or subordinates.

Receiving Callbacks

If enabled, blocks all callbacks that are due to not be presented to the rep. This is used if for a given list it is important to ensure reps are not distracted by other activities such as callbacks.



Setting Description

Who Can Call Back

When a callback is overdue, this setting controls what happens to the callback.

Only the owner of the callback: Sets the list to only be seen and accessible to the current rep.

All Attendees of this list: Allows a list to be accessible to all reps who have access to the InsideSales product suite.

All Users: Allows a list to be accessible to all reps who have access to the InsideSales product suite.

Account Management


Account Management

Account Management


Billing

BILLING OVERVIEW The InsideSales billing system enables billing administrators to make changes to the billing account, including increasing licenses, buying new products, purchasing additional dialer minutes, download transactions and more.

The billing system also allows administrators and managers to view future statements, downloading previously paid invoices, and view storage limitations.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

SEE ALSO

Manage Users

ACCESSING BILLING

Access to the billing is typically restricted to only senior administrators and managers. Once on the billing summary page, there are a number of different actions that can be performed.


2. Click Billing Summary.

PURCHASING DIALER MINUTES Pre-purchased dialer minutes are used each time a sales rep receives or places a call. When a dialer minute balance reaches zero, reps will be unable to place outbound calls or receive inbound calls. Dialer minutes can be quickly purchased to ensure that a positive balance is kept.



Account Management


3. Click Purchase Minutes.

4. Enter Purchase Amount.

5. Verify with first name & last Name.

6. Read master terms and conditions.

7. Click I Accept.

On the purchase screen, enter the U.S dollar amount of minutes that you intend to purchase. As a minimum, all dialer minute purchases must be equal to or greater than $100 USD.

AUTOMATIC DIALER MINUTE RECHARGE

Many organizations find manually purchasing dialer minutes to be inconvenient. Automatic purchase of dialer minutes can be enabled, eliminating the need to manually purchase dialer minutes.



3. Click Purchase Minutes.

4. Check the automatic recharge checkbox.

5. Select a funding source to use for all automatic recharges for dialer minutes.

6. Verify with first name and last name.


8. Click I Accept.

The minimum reserve amount and recharge amount are mathematically calculated based on the dialer minutes used over the last two weeks of using InsideSales. When the minimum reserve amount is reached, the InsideSales will immediately bill

Account Management


the selected funding source the amount of money that will replenish the minute balance for two weeks.

NOTE – It is not recommended that automatic recharge is enabled if you have not used InsideSales for at least one month so that InsideSales can better calculate the average two-week usage of minutes.

If automatic recharge is enabled without a month worth of analysis, multiple charges will be made in a short amount of time as InsideSales determines the average use of your reps.

NOTE – Because ACH (bank transfers) take 3-5 business, we do not recommend using them for automatic recharge. You will not be credited the additional minutes until your transfer is completely processed.

CONFIGURING BILLING PREFERENCES

Billing settings can be configured by adding funding sources, setting the individual who can perform billing transactions, and more.

FUNDING SOURCES

InsideSales allows multiple funding sources to be added to the system to pay invoices and transactions. InsideSales accepts two methods of payments – credit card and ACH. Only Billing Administrators can add or remove funding sources.



3. Click Billing Preferences.

4. Click Add Funding Source.

Account Management


5. Select Credit Card or ACH.

6. Fill out require fields for the payment source.

7. Click Agree and Submit.

The funding source flagged as the primary funding source is used each time a purchase of new licenses is made or when billing is run depending on your contract. If a primary funding source is declined, backup payment sources will be used in the order they are in on the funding source page. The order of backup payment sources can be altered by using the priority arrows.

CONFIGURING BILLING ADMINISTRATOR

The user marked as the Billing Administrator is the only individual who is authorized to make changes to billing items such as funding sources, and purchasing additional licenses. The Billing Administrator can be configured through the Billing Summary.



3. Click Billing Preferences.

4. Under Billing Administrator, click Edit.

5. Enter the name of the Billing Administrator.

6. Click Save.

There can only be one billing administrator. The Email CC field allows multiple email addresses to be added – all emails about account status will be sent to all email addresses entered in the Email CC field.

NOTE – Only users who have an active InsideSales license can be the billing administrator. If while editing a billing administrator a certain user does not appear, check to ensure they have an InsideSales license.

Account Management


PURCHASING ADDITIONAL LICENSES Additional licenses can be purchased by the billing administrator.



3. Click Purchase Product Licenses.

4. Increase the desired licenses.


6. Verify with first name and last name.

7. Click I Accept.

Certain licenses require additional licenses be purchased at the same time. Depending on your contract, you may or may not be able to decrease the total number of licenses previously purchased for a product. Contact InsideSales support for assistance if there are questions regarding your contract. SEE ALSO License Assignments

NOTE – All purchases that are made will be processed using the funding source marked as the primary funding source. If a primary funding source is declined, the InsideSales system will sequentially try all other funding sources saved on your account. SEE ALSO Funding Sources

DOWNLOADING SALES TRANSACTIONS Past sales transactions can be viewed and downloaded for accounting purposes.



3. View Sales Transactions.

Account Management


4. Click Export Sales Transactions.

In addition to exporting sales transactions, transactions can be viewed from specific timeframes. By default, dialer minute transactions are not included – to include dialer minute transactions check the box that reads Display Dialer Minute Sales Transactions.

STORAGE LIMITS

Each time a call is recorded, it is saved on InsideSales servers. To ensure you are within your storage limitations, you can check to see how much storage is being used by your organization.



3. Click View Storage.

If your organization has chosen to use off-site storage, each night all recordings are sent to an off-site solution provided by your organization and then deleted from InsideSales servers automatically. SEE ALSO Off-Site Storage

Account Management


Immediate Response Setup

IMMEDIATE RESPONSE OVERVIEW InsideSales provides the ability for administrators to create rules that cause high priority records to be sent to reps immediately to be dialed – frequently called immediate response.

Immediate response is commonly used with web leads. When a new web prospect is created in Salesforce, utilizing immediate response reps can reach out to that prospect within seconds of the record being created.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

SEE ALSO

Manage Users

TYPES OF IMMEDIATE RESPONSE

There are two different kinds of immediate response.

NOTE – InsideSales recommends careful consideration while choosing which type of immediate response is appropriate for your business.

CALL NOWS

A Call Now sends a prospect record to the top of the dialer list, so that the next time a rep requests the next record in the list the record that is presented to the rep is the call now prospect. Call Nows are recommended if reps are in an environment where they are expected to do a high volume of outbound calls and managers want to encourage them to continue moving through a list.

RESPONSEPOP

A ResponsePop immediate response causes an inbound call to be placed to a Rep Queue. The inbound call is then routed to the next available rep based on the rep queue routing configurations. When a rep accepts the call, the InsideSales system

Account Management


then immediately dials out to the prospect connecting the rep and prospect together. ResponsePop is recommended when reps are not placing a high volume of outbound calls, since they are not frequently moving to the next record in the list.

NOTE – Because ResponsePop mimics an inbound call, when a ResponsePop is routed to a rep the rep will be marked as Not Ready for Inbound. Once the call is completed, the rep will need to manually mark themselves as ready for inbound again to be eligible for additional ResponsePops or inbound calls.

CONFIGURING IMMEDIATE RESPONSE

Configuring immediate response requires a number of manual steps and creating custom code that exists within Salesforce.

NOTE – Configuring immediate response requires high proficiency with Salesforce coding language. This should only be done by Salesforce administrators or trained Salesforce managers. The sections below are provided only as an example, provided for your information.

1. CREATE APEX CLASS The first thing that is required is creating a new Salesforce Apex class. The code required for this class is provided below. No adjustments to the class code needs to be made, simply add it to the apex class.

1. Go to User Name and click Setup.

2. Click Develop in the sidebar.

3. Click Manage Your Apex Classes.

4. Click New.

5. Copy and paste apex class code.

6. Click Save.

Account Management


Apex Class Code

[START CODE]

global class HTTPRequestSender{

@future (callout=true)

Public static void sendHTTPRequest(String url, String body){

Http http = new Http();

HttpResponse res = new HttpResponse();

HttpRequest req = new HttpRequest();

req.setEndpoint(url);

req.setBody(body);

req.setMethod('POST');

try {

res = http.send(req);

} catch(System.CalloutException e) {

System.debug('CalloutException: '+ e);

System.debug(res.toString());

}

}

}

[END CODE]

2. CREATE APEX TRIGGER

The Apex Trigger itself determines the method for immediate response – ResponsePop or Call Nows. The Trigger also determines when to cause immediate

Account Management


response to happen. For example, when a new lead enters Salesforce with the Lead Source of Web, the Apex Trigger can run and cause immediate response to occur.


2. Click Customize in the sidebar.

3. Click Leads (Leads, Accounts, and Contacts are supported).

4. Click Triggers.

5. Click New.

6. Enter Apex code.

7. Click Save.

Sample Apex Trigger code is provided below. The red and blue text will need to be specifically altered.

Apex Trigger Code Sample

[START CODE]

trigger ImmediateResponse on Lead (after insert) {

ID[] ids = new List<ID>();

String url = 'https://subdomain.insidesales.com/do=noauth/immediate_response';

String body;

for (Lead l : Trigger.new) {

if (l.LeadSource == 'Web') {

ids.add(l.Id);

}

}

if (!ids.isEmpty()) {

Account Management


body = 'method=responsepop&inbound_initiative_id=1&ids='+EncodingUtil.urlEncode(JSON.serialize(ids), 'ISO-8859-1');

HTTPRequestSender.sendHTTPRequest(url, body);

}

}

[END CODE]

RED TEXT:

To work properly, the red code shown in the example also needs to be updated. It is contained in this line:

• body = 'method=responsepop&inbound_initiative_id=1

This section of code determines what kind of immediate response is given. Several options exist for you to put into the code. Potential Options:

Option Code

ResponsePop responsepop&inbound_initiative_id=1

Call Now (Specific List) call_now&dialer_initiative_id=1

Call Now (No List) call_now

BLUE TEXT:

The trigger code needs to have the unique InsideSales subdomain entered into it so InsideSales knows which company is requesting immediate response. The trigger code requires the subdomain to be entered. It is contained in this code line:

String url = 'https://subdomain.insidesales.com/do=noauth/immediate_response';

Account Management


3. ALLOW REMOTE SITE This is not part of the Apex Trigger code, but in order to work, the trigger itself references an InsideSales.com domain site. This is the same domain used to alter the blue section of the code. This site needs to be added to Salesforce as an allowed remote site for immediate response to function.


2. Click Security Controls.

3. Click Remote Site Settings.

4. Click New Remote Site.

5. Enter blue section into the URL field.

6. Enter a remote site name – this can contain any value.

7. Click Save.

NOTE – With immediate response, responding quickly is essential. It is possible to do immediate response using Workflow rules instead of an Apex Trigger. InsideSales does not recommend using Workflow rules as they frequently run slow.

Power Standings Product Specifications





CRM Requirements

SALESFORCE REQUIREMENTS The InsideSales integration requires at least a Salesforce Professional Edition. Enterprise and above is required for manual (custom) KPIs.

Salesforce Edition Supported Notes

Group X

Professional ✔ Requires API (Oauth) access. Only automatic (standard) KPIs supported.

Enterprise ✔ Requires API (Oauth) access, as well as access to Workflow rules and Outbound Messages.

Unlimited ✔ Requires API (Oauth) access, as well as access to Workflow rules and Outbound Messages.

Manual (Custom) KPIs can leverage the following standard Salesforce user IDs:

• LastModifiedById • UserId • CreatedById



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 Windows Phones, iPhones, or tablets.

Requirement Minimum Supported

User Operating System Windows 7, 8, 10 | OSX 10.9, 10.10, 10.11

User Computer Memory 4GB of RAM

LEADERBOARD SYSTEM REQUIREMENTS

Requirement Minimum Supported Recommended

CPU Intel Core i3 Intel Core i5

GPU Intel HD 4400 Intel HD 4600 (or greater)

Computer Memory 4GB of RAM 8GB of RAM

Hard Drive Capacity

250GB 500GB

Monitor Resolution 1920 x 1080 1920 x 1080



NOTE- OPEN PORT REQUIRED FOR AUTOMATIC UPDATES

PowerStandings relies on websockets to continuously update sidebars, standings bars, and Leaderboards. Administrators must open port 80 to the InsideSales websocket servers, and ensure that all firewalls (individual and company-wide) allow traffic to the InsideSales websocket servers:

wss://websocket1.insidesales.com:80/ws

wss://websocket2.insidesales.com:80/ws

Without these open ports, users and teams will need to manually refresh their browser windows to see updates.

SECURE CONNECTION

The InsideSales web socket servers use the WSS:// (Web Socket Secure) protocol. This is a secure, encrypted connection transmitted over a secure protocol.

BROWSER REQUIREMENTS

InsideSales supports most modern browsers, however we recommend Google Chrome. All browsers must allow for JavaScript and web sockets.


Google Chrome ✔* Only the latest production version.

Mozilla Firefox ✔ Only the latest production version.

Microsoft Internet Explorer

✔ Only IE 10 and 11.

Microsoft Edge X There are no current plans to support Edge.




Apple Safari X There are no current plans to support Safari.

*Leaderboards are only supported on Google Chrome (desktop version).



Product Limits

The InsideSales product suite is extremely configurable; however, configurations should be kept within approved product limits. The following table outlines the limitations of the product offering in Salesforce.

Feature Item Limits

Teams Quantity 200 teams.

Teams Configuration

Administrators may only configure teams based on user Roles or standard Manager fields. This is a company-wide setting for all teams.

Leaderboards Quantity 1 per team.

Leaderlists Quantity 10 per Leaderboard

Manual KPIs Custom Name

Administrators cannot customize KPI names or add additional KPIs to the list of KPIs, however, you can customize the KPI triggers.

Challenges Quantity 1 active Challenge per team.

Challenges Quantity of Participants Up to 5 teams, or 100 participants.

Challenges Criteria 1 KPI per contest.

Throwdowns Quantity Each rep can issue up to five Throwdowns per day.

Throwdowns Quantity of Participants Up to 10 participants per Throwdown.

Throwdowns Criteria 1 KPI per contest.

Achievements Quantity 3 Achievements per KPI.



Feature Item Limits

Sidebar/ Standings Bar

Quantity Displayed The Sidebar/ Standings Bar only displays up to five team metrics at a time.



Supported Locales

The InsideSales Salesforce integration supports reps located within the United States and Europe. The InsideSales product is only available in U.S. English, and it is not localized for any other languages or locations.

PowerStandings Configuration Guide





Licenses and Settings

CLIENT FACING VERIFICATION Users can verify that the licenses have been assigned correctly to the account. To verify that licenses are assigned correctly:


2. Click User Management.

3. Click License Assignments.

4. Ensure the PowerStandings pro checkboxes are enabled.

NOTE – PowerStandings Pro licenses are also required for Administrators and Managers to be able to access and configure PowerStandings features.



PowerStandings Teams

POWERSTANDINGS TEAMS OVERVIEW PowerStandings Teams allow reps to be meaningfully grouped together for comparisons and competitions. Teams improve manager visibility, while also providing reps with a better insight into their performance – both on their own performance, and in comparison to other members of the team.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATE POWERSTANDINGS TEAMS


2. Click Manage Teams.

3. Click Create New Team or Edit an existing team.

4. Configure team.

5. Click Save.

CONFIGURING TEAMS

You must configure the following items before a team can be fully implemented: configuring the Standings Bar, configuring Team Settings, inviting Team Members, and designating Team Managers.

STANDINGS BAR

The standings bar is a convenient way for reps to see their performance against Key Performance Indicators. The Standings bar is displayed on the sidebar within Salesforce, typically below the InsideSales Click-to-Call Panel. SEE ALSO Standings Bar.



Each widget shows the KPI being tracked, how many times the rep has performed the KPI (labeled You), how many times the rep just ahead of them on the team has performed the KPI (labeled Next), and the rep’s rank on the team for meeting that KPI. If a rep is in first place, it will show the rep just behind them instead.

To add a new widget, click on a blank option. The order of widgets can be adjusted by dragging widgets to a new position. To Edit an existing widget, hover over the widget itself and then click on the wrench icon in the upper right hand corner once it appears.

STANDINGS BAR WIDGET OPTIONS:

Setting Description

KPI

Shows reps their current ranking for the identified KPI, within a specific time frame. The Rank and Next numbers update as reps work. Once you select KPI, two additional options will become available for you to select the KPI you want measured and the Date Range you want measured.

Challenge

When you select this option, the system will automatically display the current standings for ALL Challenges in which the rep is actively engaged. Although the standings only show one challenge at a time, reps can cycle through all of the active challenges by clicking on the widget in their display panel.

TIP: If you regularly use Challenges, we recommend using a widget to display those Challenges as they do not show up in the PowerStandings side panel unless you navigate to the Challenges section.

Adaptive These widgets will soon be deprecated.



TEAM SETTINGS

The Team Settings configure how the team will function.

SETTINGS

Setting Description

Team Name

Enter the desired name for your team. For many enterprise companies, the name will reflect the Role and/or assigned manager's name.

BEST PRACTICE: Keep names short so they do not truncate.

Target KPIs

These are aspects of Adaptive widgets which are being phased out so you can disregard this setting. As the field is required, it is recommend to leave the field in its default selection of Dials.

Points View

Reps will view the results of the Points View Setting in their Sidebars / Standings Bars. For example, if a rep's team has a Points View Setting defined as This Month, that rep may only see 1 Point even though the rep has earned more points in previous months. In essence, the Points View Setting determines the cadence when points will "recycle" or "reset" themselves. This is useful so reps with shorter tenures can still compete on points in the Points View Settings' smaller time ranges.

Also, the points total in the sidebar based on the Points View Setting will determine how



many points a rep has available to use on Throwdowns.

TEAM MEMBERS

The Team Members section defines which reps are members of the specific team. Team membership is essential, as it controls when a rep is eligible for a Challenge, Achievement, or appears on a Leaderboard.

Reps can be added to teams by Salesforce Role or by Salesforce Manager. To configure team membership by Salesforce Manager contact InsideSales support.

NOTE: Roles are recommended when creating teams. If you prefer to group PowerStandings teams by Salesforce.com’s standard Manager field, contact InsideSales.com support to enable the option. Reps can only be part of one team at a time.

TEAM MANAGERS

Team managers are designated Salesforce users who can manage team Challenges, widgets, and notification settings without having to be a Salesforce administrator. Once a team manager is selected, they will have access to the Manage Teams link on the InsideSales tab.

Managers selected in this area will only see Challenges which are associated with his or her respective team(s). So, if Jim is selected as a Team Manager for a team, Jim will not see Challenges from Susie's team when he clicks on Challenges.

NOTIFICATION SETTINGS

By default, PowerStandings will display periodic notices across reps’screens throughout the day based on activity. For example, if a rep takes the lead in a Challenge or daily KPI metric, the notification system would display a congratulatory message.



SETTINGS

Setting Description

Notification Type

This can be set to "Off," "Normal," or "Neural." "Normal" displays messages based on built in parameters for leaderboard changes. "Neural" notifications includes messaging tailored to a rep's sales personality profile.



PowerStandings Sidebar

POWERSTANDINGS SIDEBAR OVERVIEW Keeping reps actively engaged and motivated is an essential component to PowerStandings. To help facilitate this, a sidebar component can be enabled within Salesforce that constantly informs rep of their performance compared to team members on nearly every Salesforce page.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

ENABLING POWERSTANDINGS SIDEBAR The PowerStandings Sidebar component is enabled directly within Salesforce.

1. Click on Setup within Salesforce

2. Search for Home Page Layouts

3. Edit the desired Home Page Layout

4. Check the PowerStandingsSidebar checkbox.

5. Click Next

6. Click Save

NOTE: For the PowerStandings Sidebar to show data, a rep must be first assigned to an active PowerStandings team. SEE ALSO PowerStandings Teams.

Do not check the PowerStandings checkbox – this is a legacy version of PowerStandings that will be removed in the future.



Key Performance Indicators (KPI)

KEY PERFORMANCE INDICATOR OVERVIEW Key Performance Indicators (KPIs) are the metrics that are tracked around rep behavior and utilized by the PowerStandings system. For example, a KPI may be Dials, Appointments Set, etc.

KPIs are used to track Challenges, Achievements, Leaderboards, and Throwdowns. Before using PowerStandings it is essential that the KPIs are completely configured. There are two kinds of KPIs that InsideSales provides – automatically configured KPIs and manually configured KPIs.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

ADJUSTING KEY PERFORMANCE INDICATORS Adjusting Key Performance Indicator Settings

1. Click on the InsideSales tab

2. Click on Key Performance Indicators

3. Click Edit next to a Key Performance Indicator

4. Configure the Key Performance Indicator

5. Click Save

InsideSales provides over two dozen standardized KPIs that can be used with PowerStandings. InsideSales recommends that if there is a KPI you intend to use that you adjust the default settings on the KPI.



STANDARDIZED KPIS

KPI Category Description Abbreviation Setup Type

KPI

Annual Contract Value

Sales Recurring revenue expressed as an annual value.

ACV Manual Annual Contract Value

Appointment Held

Lead Gen A previously-scheduled prospect or client appointment was held. Often tied to the completion of a task or event, or a specific record field value.

Appts Held Manual Appointment Held

Appointment Set

Lead Gen Rep sets a scheduled appointment with a relevant lead / prospect / client.

Appts Set Manual Appointment Set

Completed Needs Analysis

Sales A milestone indicating a rep completed a relevant needs analysis. Often tied to a deal / opportunity.

Nds Anly Manual Completed Needs Analysis

Completed Product Demonstration

Sales A milestone indicating a rep performed a relevant product / service demonstration. Often tied to a deal / opportunity.

Demos Manual Completed Product Demonstration

Contact Lead Gen A rep made a live contact with a real person on a call. This is different from a "Correct Contact," which indicates the rep made live contact with a specific, identified target. A "Contact" often

Contacts Auto Contact




KPI

indicates a connection with a gatekeeper or other individual, but did not reach the identified target.

Contracts Reviewed

Sales A milestone indicating a formal contract has been reviewed. Often tied to a deal / opportunity.

Ctrct Rev Manual Contracts Reviewed

Correct Contact Lead Gen A rep made a live contact with a specific, identified target. See the "Contact" KPI description for more info.

Cor Cntcts Auto Correct Contact

Dial Effort A dial was placed to a database record.

Dials Auto Dial

Emails Effort Rep sent an email template through the system software.

Emails Auto Emails

Fax Effort Rep sent a fax through the system software.

Faxes Auto Fax

Inbound Available Time

Effort Amount of time a rep spends marked as "Available" to receive inbound calls. This does not include "talk time," which is a separate KPI.

Inbd Avl Auto Inbound Available Time

Inbound Talk Time

Effort Amount of time an rep spends actively working on inbound calls.

Inbd Talk Auto Inbound Talk Time




KPI

Monthly Recurring Revenue

Sales A revenue amount meant to indicate a monthly recurring revenue value for a given opportunity.

MRR Manual Monthly Recurring Revenue

One-time Revenue

Sales Revenue attached to an opportunity that occurs as a one-time sale / transaction.

REV Manual One-time Revenue

Opportunity Size

Sales The estimated revenue amount tied to a particular opportunity.

Opp Size Manual Opportunity Size

Opportunity Won

Sales Indicates a closed sale / deal / opportunity.

Opp Won Manual Opportunity Won

Outbound Talk Time

Effort Time spent physically talking on the phone on outbound calls placed. Does not include ring time.

Out Talk Auto Outbound Talk Time

Proposals Sent Sales A milestone indicating a proposal was sent to a lead / prospect / client. Often tied to a deal / opportunity.

Prop Snt Manual Proposals Sent

Qualified Opportunity

Lead Gen A milestone indicating an "early stage" lead / prospect has been determined to meet the minimum requirements for a potential opportunity.

Qual Opp Manual Qualified Opportunity

Set Callback Effort A rep sets up a specific callback time. Often tied

Callbacks Auto Set Callback




KPI

to a dialer system callback object, or a task / event.

SMS Effort Rep sent a predefined text message template through the system software.

SMS Auto SMS

Social Message Effort Rep sent a social media message to someone in their network.

Social Auto Social Message

Total Contract Value

Sales Total revenue for a contract.

TCV Manual Total Contract Value

Total Talk Time Effort An aggregate of total Inbound and Outbound talk time.

Total Talk Auto Total Talk Time

Voicemail Effort Rep sent a pre-recorded voice message through the dialer software.

VMs Auto Voicemail

Annual Contract Value

Sales Recurring revenue expressed as an annual value.

ACV Manual Annual Contract Value



CONFIGURING KEY PERFORMANCE INDICATORS Each KPI can be adjusted to meet business needs. Custom KPIs are not available at this time.

SETTINGS

Setting Description

KPI Name This field indicates the name of the KPI and it cannot be edited.

Points

Points are a way of creating a weighted value for different KPIs in calculating effectiveness. For example, in many organizations setting an appointment with a prospect would be seen as more valuable than simply making a lot of phone calls. In this case you might want to weight the value of a set appointment as 25 times more important than a single phone call. Point values for each KPI are set individually in the KPI settings.

For Talk Time and Revenue KPIs, you may assign Points as a ratio of either Talk Time or Revenue. Those KPIs will have an additional field next to Points labeled Minutes or Dollars. The Dollars field is limited to U.S. dollars only.

BEST PRACTICE: make Dials worth 1 point. With Dials as a 1 point baseline, consider other metrics relative to Dials. For example, if it takes approximately 25 Dials to set an Appointment, the Appointments Set KPI might be worth 25 points.

Description A brief description of what the KPI measures. This field cannot be edited.



Post URL

This provides the post URL you will need to copy and use for Manual KPIs to properly set up the workflow rules. This process will be outlined below.

NOTE - KPI's can be deactivated. If you choose not to use a KPI, deactivate the KPI by unchecking the Active box and by zeroing out the points. This will remove the options from setup menus for Leaderboards, Dashboards, Challenges, Throwdowns etc.

CREATING CUSTOM KPI WORKFLOWS Manual KPIs such as Opportunities Won or Appointments Set must have a Workflow Rule setup to indicate to the system when they have been achieved. As such, custom Workflows within Salesforce must be created that inform InsideSales when one of these KPIs are achieved.

1. Click on Setup within Salesforce

2. Use Salesforce Settings Search to search for Workflow Rules

3. Click Workflow Rules

4. Click New Rule

5. Configure Workflow Rule

6. Save Workflow Rule

NOTE: Only KPIs flagged as Manual KPIs require that workflows be configured. Automatic KPIs are handled by InsideSales and do not require Workflows to be created.



CONFIGURING WORKFLOW RULES

The workflow rule defines when to trigger the automated workflow.

Step Setting Description

1 Object Specifies which object the workflow rule applies to.

2 Rule Name

Enter a name in the Rule Name Field. It is recommended that this name is the same name as the KPI you are configuring.

Since Salesforce sorts Workflow Rules alphabetically, name the KPIs with a naming convention such as “KPI_Appointments” or “ISDC_Appt_Set” so that all KPI workflows are grouped together.

3 Evaluation Criteria

Select “Created, and any time it’s edited to subsequently meet criteria”. Salesforce provides additional information about this under the “How Do I Choose?” link.

4 Rule Criteria

Select “Criteria Are Met”. Enter the Rule Criteria – rules should match the desired behavior for triggering the KPI. At this point you may want to refer back to the KPI page within InsideSales for KPI descriptions.

CONFIGURING OUTBOUND MESSAGE

Once the workflow is added, you will need to create an outbound message. This is the action that informs InsideSales that a manual KPI has been achieved. Copy the POST URL from the InsideSales Key Performance Indicator Page. Click New Workflow action, select Outbound Message, and insert the POST URL into the EndPoint URL. Select an employee ID field to send over.



KPI TOTALS ADJUSTER

Managers have the ability to edit KPI totals to ensure that leaderboards reflect accurate data.

NOTE - Using the KPI Totals Adjuster will not affect any Salesforce.com reporting.

Access the tool under InsideSales > PowerStandings > Team Tools > KPI Totals Adjuster.

KPM SETTINGS:

Setting Description

Date Range Select a date range that includes the points you wish to edit.

KPM Select the KPI or metric you wish to edit.

Agent You can leave this field blank, or type in the name of the agent you wish to edit.

Team Select the team for the agent you wish to edit.

After selecting the appropriate settings above, click Search to the bottom left of the settings. A list of agents on that team will appear and you can then click Edit next to the agent you wish to edit. You will edit the points using the following settings:

EDIT OPTIONS

Setting Description

Action Select to either Increase or Decrease their current points total.



Amount Designate the amount to increase or decrease.

As of Designate the date for the edit.

Reason Describe the reason for the edit.

Once you have input the above information, click Save.



Dashboards

LEADERBOARDS OVERVIEW You can use Dashboards to display your agents' progress. You can display dashboards in a variety of ways. You might have them on the monitor of a manager as a monitoring tool, or displayed publicly on a large screen for your whole team to see.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATE DASHBOARDS Only system administrators can create or edit Dashboards.

1. Click on the InsideSales tab.

2. Click on Manage Dashboards.

3. Click Edit next to a Leaderboard or Create New Dashboard.

4. Configure the Dashboard (settings explained below).

5. Click Save.

DASHBOARD SETTINGS:

Setting Description

Dashboard Name

This field determines the name of the dashboard on the Manage Dashboards list. This name also displays at the top of the leaderboard at all times.

Theme Theme determines the visual style of the dashboard's background. It is entirely cosmetic.



View Permission

View Permission determines which users can see this dashboard. You can choose from the following options:

1. Only Me

2. All Users

3. Selected Users. Choosing this last option opens an interface allowing you to select particular users.

Edit Permission

Edit Permission determines which users can change this dashboard. As above, you can choose "Only Me," "All Users," or "Selected Users," with the last option opening an interface allowing you to select particular users.

You can change these settings after the initial creation of the Dashboard by hovering your mouse in the upper-right corner of the Dashboard and clicking the Dashboard Settings link that will appear.

Next you must decide what the Dashboard will display. The Dashboard displays up to 6 widgets that show the progress of your team with various KPIs. Click one of the plus symbols to open a dialog to determine exactly what that space on the board will represent.

WIDGET SETTINGS:

Setting Description

Widget Name This determines the name that displays at the top of the widget.

Type Choose from the following options:

1. KPI – displays the progress of a particular KPI.



2. KPI Leaders – shows the top-ranked leaders at completing a particular KPI in relation to one another.

3. Points – displays the accumulation of points.

4. Points Leaders – displays the top-ranked leaders based on point totals.

5. Countdown – lets you set up a countdown to a particular time. This is useful if the dashboard is being used to show how agents are doing leading up to a particular deadline

View Permission

View Permission determines which users can see this dashboard. You can choose from the following options:

1. Only Me

2. All Users

3. Selected Users. Choosing this last option opens an interface allowing you to select particular users.

Edit Permission

Edit Permission determines which users can change this dashboard. As above, you can choose "Only Me," "All Users," or "Selected Users," with the last option opening an interface allowing you to select particular users.

Depending on what you selected for Type above, the next options will be:

IF YOU SELECTED KPI:

Setting Description

KPI Allows you to select the KPI to track.



Display As

Allows you to choose additional display options for the widget. The options are:

1. Sum

2. Average

3. Minimum

4. Maximum

Date Range

Date Range controls the date range relevant to the widget. You can choose to display:

1. Daily

2. Weekly

3. Monthly

4. Quarterly

Available/Selected Teams

The Team Selection dialogue at the bottom of the window is especially important. It lets you choose which teams are displayed on the widget. Be sure to highlight the teams whose progress you want to display and use the arrows to move them from Available Teams to Selected.

IF YOU SELECTED KPI Leaders, all the Settings options are the same as if you had selected KPI.

If you selected Points or Point Leaders, the Settings options are the same except the option to select a KPI is removed.



IF YOU SELECTED COUNTDOWN:

Setting Description

End Time

Countdown lets you set up a countdown to a particular time. This is useful if the dashboard is being used to show how agents are doing leading up to a particular deadline.

Clicking either field option will open a calendar for the current month and dropdown options at the bottom for Hour (00 through 23) and Minute (0 through 59).

Display As

Select one of the available options:

1. Days

2. Days and hours

3. Days, hours, and minutes

4. Hours

5. Hours and minutes

6. Hours, minutes, and seconds



Leaderboards

LEADERBOARDS OVERVIEW Recognition breeds motivation. Customize your own Leaderboards that highlight top performers, individual victories and team challenges in exciting and elegant displays optimized for large screens and desktops.

Leaderboards add a key motivational component to PowerStandings, giving your reps a public, up-to-the-second view of activity. As work gets done and KPIs tally, your leaderboards update in real-time to give insights in to performance.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATE LEADERBOARDS

Only system administrators can create or edit Leaderboards.


7. Click on Manage Leaderboards.

8. Click Edit next to a Leaderboard or Create New Leaderboard.

9. Configure the Leaderboard (settings explained below).

10. Click Save.

Leaderboards have three basic areas:

Area Description

Top 3

Located on the far left of the Leaderboard, this displays the profile pictures for the top 3 performers in the Leaderlist currently being displayed.



Leaderlist

Located in the middle of the Leaderboard, it shows up to the top 10 reps in a given KPI metric. You can select up to 10 Leaderlists to display different KPI metrics on a rotating basis.

Events Feed Located on the right side of the Leaderboard, it lists the 3 most recent PowerStandings events

LEADERBOARD SETTINGS:

Setting Description

Leaderboard Name Typically a team name. Keep the name shorter than the text box so the name won't truncate on the Leaderboard.

Transition Time Determines how long the current Leaderlist will remain displayed before transitioning to the next. Recommended setting is 30 seconds.

Custom Sounds

You can set this to Enabled or Disabled. If enabled, reps can also select, within their personal profiles, a custom sound or song to play during their Leaderboard events. For the custom sound to play, the Event must have the Fullscreen option selected (see Events below).

Keep Alive

Best setting is enabled. This setting allows the Leaderboard to keep its session alive with the ISDC backend services. Managers may choose to disable this feature if they do not want sessions to stay alive. When Keep Alive is disabled, your Leaderboard will time out based on your Salesforce.com timeout settings.



Keep Alive Interval Best setting is either 5 or 10 minutes depending on your timeout settings.

LEADERLIST SETTINGS:

Setting Description

Active Make sure this box is checked for the Leaderlist to appear on your Leaderboard.

Title

This determines that title that will appear on the top of the Leaderboard. We recommend including the KPI and time range in the title, i.e. “Daily Dials”. Also, if the text extends beyond the text box, it will truncate on the leaderboard.

Content

From this dropdown you select the active KPI you wish the Leaderlist to reflect. If a KPI is not active, it will not show in this dropdown. Do not select a non-KPI option as they will not display and will shortly be removed from this list.

Date Range

Select the range of time you wish reflected on the Leaderlist. We recommend monthly or less. For KPIs that occur more frequently, such as Dials, consider Daily or Weekly.

Color

This determines the color scheme and background color of your Leaderlist. If you are using multiple Leaderlists, consider using different background colors to help distinguish each list.

Teams This determines the agents who are eligible to be displayed on your Leaderlist. You can select



more than one team, though the Leaderlist does not display individual agents’ team names.

The last section of the Leaderboard Settings page is Events. Clicking on Edit will open the list of Events you can select from. Next to each Event are two checkboxes.

EVENT SETTINGS:

Setting Description

Event Feed

Checking this box determines whether the Leaderboard will display that particular event on the Events section. This box must be checked to enable the Fullscreen option to be selected.

Fullscreen

This allows the event to trigger a fullscreen event. To enable Fullscreen events you must also check Event Feed. Custom Sounds will only play for Events that are enabled for Fullscreen.

BEST PRACTICES:

o Do not configure more than 3-5 fullscreen events or the team will get annoyed with too many events. Keep in mind, the more teams / users assigned to a Leaderboard / Leaderlists, the more the events will be triggered.

o Encourage reps to upload their theme songs via their Personal Profiles to get the most out of the Leaderboards events.

Leaderboards are designed to run in a browser window, full screen. To access a leaderboard, click the Open link for the board you want in the list area. The board will launch in a new browser window (make sure you allow the window pop-up through your pop-up blocker). Leaderboards are designed to properly display on



monitors 1080 in height. If a 1600 x 900 monitor is used, the bottom of the Leaderboard may be cut off.

For Firefox and Google Chrome on a PC, a page can be viewed full screen by clicking F11.



Challenges

CHALLENGES OVERVIEW Team challenges foster a competitive environment as team members work towards the challenge objective. Since the Standings Bar, Leaderboards, and Dashboards already track standings consistently for a team, use Challenges when you're looking for an extra boost of competition.

With Challenges, managers can set special competitions for their team, and track how agents do in completing them.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATE CHALLENGES

Only administrators and team mangers can create challenges.


2. Click on Challenges.

3. Click Edit next to a challenge or Create New Challenge.

4. Configure the Challenge (settings explained below).

5. Click Save.

BEST PRACTICES:

• Consider mixing up the competition by using team-based challenges periodically with individual-based challenges.

• Consider mixing up the length of Challenges. Smaller time ranges (e.g. “Power Hours”) are best for frequently occurring metrics such as Dials.Make sure your points rewards are generally consistent with how your reward points for Achievements, regular KPIs, etc.



CHALLENGE SETTINGS:

Setting Description

Challenge Name Enter a Challenge Name. Consider something fun and descriptive, such as Friday Dialing Frenzy.

Type

Choose the Type of Challenge you want to create, either Agent vs Agent or Team vs Team. Agent vs Agent puts all agents against each other. Team vs Team will put 2 or more teams against each other. Agent vs Agent is the most common.

Teams

Even when choosing Agent vs Agent you still will then need to choose what Team or Teams you want to pool the list of challengers from. Click on the Teams dropdown box and select from the team(s) shown.

Challenge Time Period

Define the Challenge Time Period. You have 4 options :

1. One Time makes this challenge a one-time occurrence. 2. Recurring Daily causes the challenge to be activated daily. 3. Recurring Weekly causes the challenge to be activated weekly. 4. Recurring Monthly causes the challenge to be activated monthly.

To cancel recurring Challenge types, delete any Scheduled Challenges and no further Challenges will automatically be scheduled.



Start & End

Start Date and End Date allow you to determine the timeframe in which the Challenge should occur. Each of these has two fields - one for the date and one for the time. Click into a field to reveal the options and select a date or time.

Description

This field gives you a place to enter in some notes about how the challenge works. This description does not appear anywhere else in the system and is strictly for your reference.

After defining the Challenge settings, you must define the following requirements.

CHALLENGE REQUIREMENTS:

Setting Description

Type The only option available in this dropdown should be Timed Event.

KPI

There are 25 Key Performance Indicators to choose from. Only one may be used per challenge. This determines the action that you want agents to perform for the challenge.

Value/Operator This field will initially appear as Value, however, once you select Timed Event for the Challenge Type, it will change to Operator.

Lastly, you will need to determine the Points Rewards.

SET POINTS REWARDS SETTINGS:

Setting Description



Points Reward

Enter a numeric value here. This will be the number of Points rewarded to the winner and other placed finishers (if any). For levels of Points Reward, you will need to enter the corresponding Rank.

Rank

Indicate the Rank to be awarded the value you entered in Points Reward. If 1st place is to be rewarded 25 points, enter 25 in Points Reward and then in this field enter 1 and then click Add Points Reward to the right. To award 20 points to 2nd place, enter 20 under Points Reward and then 2 in Rank and again click Add Points Reward. As you add additional ranks, they will display directly beneath these fields.



Throwdowns

THROWDOWNS OVERVIEW Let your agents bring out the competitive edge with Throwdowns. This feature allows agents to challenge other agents to a KPI duel.

There's nothing you need to do from an administrative standpoint to enable or manage this feature other than assigning the PowerStandings Pro license.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

CREATE THROWDOWNS Any user (including reps) can issue throwdowns.

1. Click on the flame icon in the PowerStandings sidebar.

2. Configure the Throwdown.

3. Click Ok.

THROWDOWN SETTINGS:

Setting Description

Type This dropdown determines how an agent wins the Throwdown.



Setting Description

Wager (Points)

The agent creating the Throwdown can use this field to specify how many Points he wishes to bet. He and all agents who accept the Throwdown spend this number of points to enter the competition. Whoever wins takes the entire point pool. The agent creating the Throwdown can enter any number of points, excluding zero, and not more points than their profile currently displays in the sidebar panel.

Agent With Most

If the agent selected Timed Event, they'll see some different options. Agent with Most field. They can use the Select KPI dropdown to choose a KPI. Whoever has performed KPI the most when the Throwdown period is over wins. The Length field determines how long this period will be.

Select Available Players

This dropdown lets the agent choose which other agents they want to invite to the Throwdown. They can use the checkboxes next to agent names of the Check all link to select as many or as few agents as they wish.

BEST PRACTICE: Keep the Throwdown group between 1-5 participants.

Start Time

This determines when the Throwdown will begin. Clicking in the field will bring up a dropdown menu with times in half hour increments. Alternatively, the agent can manually enter a more specific time. Throwdowns must start at least 5 minutes in the future.



THROWDOWN NOTIFICATIONS Once the creating agent has sent the Throwdown invitation, the other agents will receive a notification letting them know they have been invited to a Throwdown. This notice includes the following information:

1. The originator of the Throwdown

2. How to win the Throwdown

3. The start time of the Throwdown

4. The wager required to participate

They can click Accept or Reject in response. If they accept, his or her points are contributed to the pool and they are admitted to the contest.

When an agent accepts the Throwdown, their points are contributed to the wager pool and the agent who originated the Throwdown receives a notice letting them know that their Throwdown has been accepted.

When the Throwdown has begun, another notification is sent to all the agents who accepted. Agents may also track the status of their Throwdowns within their Personal Profile.

When the Throwdown is completed, a final notice informs all the participants who was victorious. The winner is awarded all the points from the wager pool.



Personal Profile

PERSONAL PROFILE OVERVIEW Like a personal trophy display case, agent personal profiles allow members of your sales team to reference and display Personalized Avatars or Photos, Points, Rank, Challenge results and more.

If you have chosen to use the PowerStandings home page component in your Salesforce app, your reps will see an "at-a-glance" view of the standings bar in their standard side panel view.

Reps should have access to the Personal Profile from either the PowerDialer’s Standings Bar or the Sidebar Panel.

PACKAGES

Accelerate

Elevate

Communicate

LIMITATIONS

None

ACCESSING PERSONAL PROFILES

Any user (including reps) can access their personal profile.

1. Click on the profile icon in the PowerStandings sidebar.

2. Configure the profile settings.

3. Close the pop-up window.

PERSONAL PROFILE SETTINGS:

Setting Description

Home This is the default view when the profile is opened. To return to this view when in other tabs, simply click the Home option.

Achievements Shows a list of the user's achievements. It can be adjusted to show achievements in progress,



or previously completed. From the dropdown, they can select to view In Progress (default view) or Completed Achievements.

Challenges

The default view will open to Active Challenges, but from the dropdown the agent can select to also view Scheduled (upcoming) or Expired (completed) challenges.

Points

This section displays a Points History for the agent. A list will display of the KPIs the agent met and the amount of points rewarded for the KPI. From the dropdown options, agents can look at an individual KPI by selecting it. They can also change the time range dropdown to pinpoint a certain time period and the points earned during that period.

PROFILE PICTURE & CUSTOM SOUND

Agents can customize the photo and sound on their profile. This is where they determine what photo will be displayed on Leaderboards and to other agents. This is where they also upload their custom sound or song that will play for their Events on the Leaderboard.Choose A Sound


2. Click the Sound option to upload a file.

UPLOAD A PHOTO


2. Click the Pic option to upload a file.



Agents are given the option of using an existing Salesforce Chatter picture, but we recommend against this due to poor resolution. This photo will potentially be displayed on larger screens, including TVs, and in order to achieve the best resolution of your profile picture, it is recommended you have a 1:1 ratio (1000 x 1000 pixels) and a size of at least 1MB.

Also, crop your photo ahead of time as the display shape is always square and uncropped images will be distorted to fit the default shape.

NeuralView Product Specifications





CRM Requirements

SALESFORCE REQUIREMENTS The advanced NeuralView integration requires at least a Salesforce Enterprise Edition.

Salesforce Edition Supported Notes

Group X

Professional X

Enterprise ✔ Requires API (Oauth) access

Unlimited ✔ Requires API (Oauth) access

OBJECTS AND FIELDS A NeuralView integration will create custom objects and fields to analyze and sort records.

• Custom Object: 1 • Custom Fields for each standard object:

o Lead Record: 5 o Contact Record: 5 o Account Record: 2



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 Windows Phones, iPhone, tablets, or chrome books.

Minimum Requirement Supported

User Operating System Windows 7, 8, 10 | OSX 10.9, 10.10, 10.11

User Computer Memory 4gigs of RAM

BROWSER REQUIREMENTS InsideSales supports all modern browsers, however we recommend that users of the application use Microsoft Internet Explorer version 10. All browsers must allow for JavaScript and web sockets.


Google Chrome ✔ Only the latest production version.

Mozilla Firefox ✔ Only the latest production version.

Microsoft Internet Explorer

✔ Only IE 10 and 11.

Microsoft Edge X There are no current plans to support Edge.



Apple Safari X There are no current plans to support Safari.



Product Limits

Feature Item Limits

NeuralScore Score Updates NeuralScores are updated daily. Reps may be using scores that are up to 24 hours old.

Contactability Score

Hourly Score Users can only access hourly scores within a Seek List

Predictive Models Number of Models NeuralScore is limited to one model per outcome (close or contact) for each object.

Account Scoring Models No contact model for account objects.

Immediate Scoring Modifying Records

There is no way to exclude users from editing a record while NeuralView updates the score. If admins implement immediate scoring, then users with a workflow rule (such as Response Pops) may attempt to save a version of the record while NeuralView scores the record.



Supported Locales

The InsideSales.com platform integration supports reps located within the United States and Europe. The InsideSales product is only available in U.S. English, and it is not localized for any other languages or locations.

NeuralView Configuration Guide





NeuralView seek list (NeuralSort)

NEURALVIEW SEEK LIST OVERVIEW NeuralView provides scores relating to contactability and close, but the seek list is where the scores become prescriptive action. Properly configuring a seek list with NeuralView in mind is what will determine the success of reps as well as ease the workload on sales management.

NeuralView seek lists are much more inclusive of records than the typical Seek List. Therefore, a slightly different approach is necessary when setting them up. All scored records will be included in the list, with known criteria used to opt certain records out. NeuralSort will work within the dialing rules set up by the user in order to sort records in order of likelihood to contact.

PACKAGES:

Accelerate

LIMITATIONS:

None

SEE ALSO:

Seek List

CREATING A SEEK LIST FOR NEURALVIEW

Creating a seek list for use with NeuralView is fairly simple, but requires a bit of planning from the perspective of management to determine who should not be brought into the reps’ workflow. The steps are as follows:

1. Click the InsideSales tab

2. Click Seek Lists

3. Click New Seek List

4. Name the Seek List

5. Set Time Between Calls (720 minutes for 12 hours, 1,440 for 24 hours)

6. Select the Dialer Panel

7. Set NeuralSort to On



8. Grant List Access to those who will use it (usually visible to all users)

9. Save The Seek List

10. In the Dialing Rules section, name your first section “NeuralScore 90+”, and

set the time range to the total time that reps are dialing records, and click

Add New Rule

11. Configure Dialing Rules (see below section)

12. Clone a query for each score range (90+, 80-89, 70-79, 60-69, 50-59, 0-49)

CONFIGURE DIALING RULES Configure your dialing rules to filter in records based on descending NeuralScore, as well as identifying other important criteria to filter out undesirable records.

BASIC SETTINGS

(Refer to PowerDialer documentation for complete field explanation):

Setting Description

Name The name for the Dialing Rule. For example, “NeuralScore 90+”. This value is used for reporting within Salesforce.

Object to Call The Desired Object (with scores) to call using this seek list. The applicable options for NeuralSort are Leads and Contacts

Filter Fields

Within each Dialing Rule a score range must be defined. The first will be 90+. Set this by selecting

Object: Same as Object to Call

Field: NeuralView: Close Score

Operator: Greater or Equal

Value: 90

Additional Filter Fields Possibly multiple customer-defined as fields that should be used to opt records out of the seek list. For example



Object: Lead

Field: Industry

Operator: is

Value: Healthcare

NEURALSORT

NeuralSort is available only for Seek Lists build for the following objects:

Object Supported

Leads ✔

Contacts ✔

Accounts ✔

Opportunities X

Cases X



Neuralview iframe

NEURALVIEW IFRAME The purpose of the NeuralView is to inform the rep of the scores of a record in an easily readable way, as well as the score history of that particular record. In addition, when floating over the scores, the top 5 reasons for the score will be displayed.

This asset is designed for use with lower volume reps such as ISRs or low volume Generalists. SDRs or those working in high volume calling situations often get confused when using this asset, and should have all scores hidden from view. This will allow them to get prioritization from the machine learning.

PACKAGES:

Accelerate

LIMITATIONS:

US Only

ENABLING NEURALVIEW IFRAME

Add NeuralView iFrame with the following steps as an admin:

8. Click the Setup option in SalesForce

9. Under the Build section, expand the Customize and then Leads menus

10. Select “Page Layouts”

11. Select the Desired page Layout by clicking Edit

12. In the top menu, scroll down on the left side and select VisualForce Pages

13. Drag the NeuralView Scores – Lead asset onto the desired spot on the Lead

Record



NeuralView fields

NEURALVIEW FIELDS OVERVIEW NeuralView installs a small number of fields on Salesforce Objects in order to provide the actual scores onto the records which can be used for building workflows as well as reporting. See field list and which objects have access to them below.

PACKAGES:

Accelerate

LIMITATIONS:

US Only

NeuralView Fields:

Field Description

qbdialer__CloseScore__c

Objects: Lead, Account, Contact

This field is the NeuralView close score which records the likelihood of the record closing business with the agent. New records are scored within 10 minutes, and assessed for update overnight every night.

qbdialer__CloseDate__c Objects: Lead, Account, Contact

Reports the last time the score was updated on the record.

qbdialer__ContactScore__c

Objects: Lead, Contact

This field is the NeuralView contactability score which records the daily likelihood of the record picking up the phone if the agent calls. New records are scored within 10 minutes, and assessed for update overnight every night.

qbdialer__ContactDate__c Objects: Lead, Contact

Reports the last time the score was updated on the record.

qbdialer__ContactScoreid__c Objects: Lead, Account, Contact

This is an ID that relates to a custom object which holds hourly score updated as a group daily by NeuralView.



This is the score the NeuralSort uses when turned on in a seek list.

Vision Product Specifications





Vision Configurations

The Vision platform supports multiple system configurations, and each configuration has its own feature implications and limitations. Here are the five basic implementations:

Field Description

Server-only Routing

All emails are routed through Vision servers. Vision Servers apply email tracking to all emails. Users do not have access to features such as saved templates and saved attachments.

Gmail Plugin + Server Routing

Users access additional features (such as saved templates and attachments) within the plugin. Vision Servers apply email tracking to all emails (including emails sent from other devices).

Outlook Plugin + Server Routing

Users access additional features (such as saved templates and attachments) within the plugin. Vision Servers apply email tracking to all emails (including emails sent from other devices).

Outlook Plugin Only

Users access features (such as saved templates and attachments) within the plugin. The plugin applies tracking to emails sent from Outlook. Emails sent from other devices/methods are not tracked (for example, from a mobile phone).

Gmail Plugin Only

Users access features (such as saved templates and attachments) within the plugin. The plugin applies tracking to emails sent within the Chrome browser Gmail window. Emails sent from other devices/methods are not tracked (for example, from a mobile phone).



System Requirements

SERVER-SIDE ROUTING SYSTEM REQUIREMENTS Administrators can set up server-side routing if they have access to the following configurations:

• Routing Rules • SPF Records • DNS Records

The following email services are fully compatible with Vision server-side routing:

• Office 365 • GoogleApps Pro

OUTLOOK PLUGIN SYSTEM REQUIREMENTS Additional application Add-ins may affect performance and functionality. Please check this page for more information on tested Add-ins: http://community.insidesales.com/outlook-supported-environments

Requirement Description

Supported Outlook Versions Outlook 2010, Outlook 2013, and Outlook 2016

Supported Operating Systems Windows 7, Windows 8, Windows 2008R

Supported Browsers IE 10 and above, Chrome, and Firefox

Required RAM 4GB Minimum

http://community.insidesales.com/outlook-supported-environments



GMAIL PLUGIN SYSTEM REQUIREMENTS Additional Chrome extensions may affect performance and functionality. Please check this page for more information on tested extensions: http://community.insidesales.com/gmail-plugin-supported-environments

Requirement Description

Supported Chrome Versions Chrome for Windows and Chrome for Mac

Supported Operating Systems Windows 7, Windows 8, Windows 2008R, Mac OS X

http://community.insidesales.com/gmail-plugin-supported-environments



Product Limits

Feature Configurations Limits

Campaigns All Vision does not support campaigns

Email Number Gmail Only, Gmail + Server

1000 emails/day (Gmail limit)

Custom Schedule and NeuralSend

Gmail Only, Gmail + Server

Gmail will deliver emails within 10 minutes of scheduled time.


Gmail Only, Gmail + Server

Emails will appear in scheduled labels within 10 minutes after users click schedule.

Salesforce Templates

Outlook + Server, Outlook Only, Gmail + Server, Gmail Only

The Vision plugins will sync Salesforce templates within 45 minutes of making changes.


Outlook + Server, Outlook Only

After the 45-minute wait period, users must click the Sync button to view new/altered Vision templates.

Vision Templates Outlook + Server, Outlook Only

Users must click the Sync button to view new/altered Vision templates. This is immediately available.

Send Untracked Emails

Server Only Users must add (p) to the end of the subject line.



Core Features

InsideSales development is continually working to bring new features and functionality into the Vision platform. This table indicates which products and features are currently available.

Feature Server Only

Gmail + Server

Outlook + Server

Outlook Only

Gmail Only

Tracking ✔ ✔ ✔ ✔ ✔

Open ✔ ✔ ✔ ✔ ✔

Click ✔ ✔ ✔ ✔ ✔

Website ✔ ✔ ✔ ✔ ✔

Forwarding ✔ ✔ ✔ ✔ ✔

Attachment Download ✔ ✔ ✔ ✔ ✔

Multi-recipient Tracking ✔ ✔ ✔ X X

Track from any Device ✔ ✔ ✔ X X

Vision Templates X ✔ ✔ ✔ ✔


X ✔ ✔ ✔ ✔



Feature Server Only

Gmail + Server

Outlook + Server

Outlook Only

Gmail Only

Salesforce Email Relay ✔ ✔ ✔ X X

Reporting ✔ ✔ ✔ ✔ ✔

Click to Call from Notifications ✔ ✔ ✔ ✔ ✔


X ✔ X X

✔

Absolute Automation (AA) ✔ ✔ ✔ ✔ X

AA Plugin X X X ✔ X

AA with Routing Rules ✔ ✔ ✔ X X

Sync Vision Events with Salesforce ✔ ✔ ✔ ✔ ✔

Desktop Notifications X ✔ ✔ ✔ ✔

Email Notifications

✔ ✔ ✔ ✔ ✔

Template Sharing X ✔ ✔ ✔ ✔



Feature Server Only

Gmail + Server

Outlook + Server

Outlook Only

Gmail Only

Attachment Sharing

X ✔ ✔ ✔ ✔

Silent (Enterprise) Installation

X X ✔ ✔ X

Vision Configuration Guide





Vision Overview

The Vision email engagement tracking application has three basic components. SEE ALSO Vision Configurations

• Vision Servers: The Vision servers help track all interactions, send

notifications, host the Vision WebApp, and (if users’ email is configured for

server-side routing) the Vision email servers route and apply tracking to all

Vision emails.

• Vision WebApp: Used for managing and configuring Vision Settings.

• Vision Plugins: Give users easy access to Vision templates and attachments

and (in the absence of server-side routing) apply tracking to all Vision emails.



Vision WebApp

VISION WEBAPP OVERVIEW The Vision WebApp is a central location for configuring all Vision settings and managing personal, team, and company settings. Here you will also create, organize, and assign templates and attachments.

You will also gain insights into the effectiveness of templates, attachments, links, and individual sales reps.

PACKAGES:

All

LIMITATIONS:

None

ACCESS THE WEBAPP

1. Visit http://vision.insidesales.com

2. Enter your username and password.

3. Click Login.

The Activity Feed is the default page. First time admins should start with Admin tab. SEE ALSO Admin Tab

FILTERS OVERVIEW

You may filter the data on each page using Filters, including Search.

1. Open the Filter fly-in window by clicking the icon in the upper right corner.

2. Close the Filter window by clicking the icon again.

NOTE – You must clear the search (delete the search criteria and press ENTER) to clear the search filters.

http://vision.insidesales.com/



FOLDERS OVERVIEW The Vision WebApp uses folders to help organize teams, templates, and attachments. Users and teams are granted access to folders based on roles and team permissions. SEE ALSO Edit User Settings for a list of Roles and permissions.

ALERTS You may receive the following alerts while in the WebApp.

FIRST TIME SETUP

When you first log in, the system may prompt you to complete some integrations such as connect to Salesforce or download a plugin. SEE ALSO Integration Settings

IP ADDRESS

If you access the Vision WebApp as an Amin or Manager from a new IP address, Vision will ask you if you are in the office and whether you would like to tag your current IP address as an office address. Vision will not send you notifications of any email interactions from an office address. SEE ALSO Vision Settings

SALESFORCE AUTHENTICATION

If Vision was connected to a Salesforce Account, but has lost the connection, Vision will send users an alert asking them if they want to Authenticate or indicate that they are Not a Salesforce User. SEE ALSO Integration Settings

ACCOUNT SETTINGS

ACCOUNT SETTINGS OVERVIEW

Click Account Settings under your photo and name.

The Account Settings page holds the personal profile and configurations for the current user (the user who is logged in).



USERS SECTION

The Users Section shows a quick, graphical representation of the user (including the user’s photo and their past activity.

CHANGE PASSWORD

Use the Change Password link to set a new password.

1. Click Change Password. The WebApp opens a new tab that contains the

user’s InsideSales account information.

2. Click the expansion arrow in the Change Password section.

3. Enter the current password, enter the new password, and confirm the new

password.

4. Click Change Password.

5. Close the new tab.

EDIT SECTION SETTINGS

Setting Description

First Name The user’s first name.

Last Time The user’s last name.

Email

The user’s email address is also their username and it is not modifiable. If you enter in an email address incorrectly, you must delete the user and make another user profile.

Picture Add a URL for the profile photo. You must host this photo on another site.



Setting Description

Team

Add users to one or more teams. Users may only belong to one team and must belong to at least one team. If no team is selected they will be added to the default team.

Permissions

Select one of the three pre-defined roles:

• User: Manage and use your own content. Use team content.

• Manager: Manage and use your own content. Manage and use team content.

• Admin: Manage and use your own content. Manage and use all content.

Teams Managed

Assign users to manage one or more teams. Managing a team gives visibility to reports for that team as well as templates and attachments.

Notification Preferences

Select either Email Notifications or Desktop Notifications, or both.

• Email Notifications: Users receive an email notifying them of every interaction.

• Desktop Notifications: Users who install either the Gmail or Outlook plugin will receive desktop notifications.



INTEGRATIONS SECTION

SALESFORCE INTEGRATION 1. Click Connect to connect your Vision account to Salesforce and begin using

your Salesforce email templates.

NOTE – You must install Absolute Automation and grant API access in Salesforce in order to use merge fields in these templates.

2. Enter your Salesforce account information within the pop-up window.

SEE ALSO Salesforce Templates

OUTLOOK INTEGRATION 1. Click Download to download the Outlook Plugin installer.

NOTE – Enterprise customers will download an .MSI file that you can silently install. If you have lighter user restrictions and allow reps to download plugins, they will be able to download the Outlook plugin from this screen as well.

SEE ALSO Outlook Plugin

GMAIL INTEGRATION 1. Access the WebApp using Google Chrome.

2. Click Install to install the Gmail Plugin.

SEE ALSO Gmail Plugin

ADMIN TAB The Admin tab contains all of the user, team, and company settings.

Limitation: Only users with the Admin role will have access to this tab.



NOTE – When you click the Admin link, it opens the drop-down links below the Admin link. If your browser window is not tall enough, you must scroll down to see the drop-down links. Admins may think that nothing has happened if they do not see the links appear (if they appear below the current window view).

COMPANY SETTINGS

INTEGRATION SETTINGS

Setting Description

Vision ResponsePop

If you set this to On then Vision will send users a special ResponsePop notification.

From the WebApp:

HOW DOES RESPONSEPOP WORK?

ResponsePops from Vision are triggered by the options you select above and stop once one of the following call dispositions are made: Correct Contact, Disconnected, and Wrong Number. Only one Vision ResponsePop will occur per contact, per day.

Responsepop Triggers

Select one or more trigger for sending the Responsepops. If you select more than one, then you will receive Responsepops on every trigger until one of the dispositions described above are made. If you select more than one, then you will receive Responsepops on every trigger until one of the dispositions described above are made. Possible triggers (email interactions): Email Opened, Email Forwarded, Attachment Downloaded, Link Clicked, or Web Page Visited.

Click to Call from Vision If you select On your users will see a phone icon on all of their notifications. If their



Setting Description

prospect exists in Salesforce then clicking this icon will take them to the prospect’s record.

Tracking Script This link should be given to marketing and inserted into the footer of any page you would like tracked.

CRM SETTINGS

Setting Description

Select Your CRM

This setting allows you to indicate which CRM Vision will integrate with. Currently the only options are Salesforce and Other. This will affect which options your users are given in the first time user tour and their templates menus.

VISION SETTINGS

Setting Description

Block These IP Addresses

Vision will not send notifications after opens, clicks or downloads from these IP addresses. You can either list individual IP addresses (using just the Start IP field), or you can specify ranges of IP addresses (using both the Start and End IP fields). You may enter as many addresses and ranges as required. This is critical to prevent false positives from your users opening their own emails.



Setting Description

Domain Blocking Vision will not send notifications after opens, clicks or downloads from these web domains. You must add these one at a time.

Corporate Time Zone This is the time zone that Vision will use for creating reports.

USERS PAGE

The Users page displays all Vision users in a table.

• Vision displays twenty lines per page. • Navigate to additional pages using the page navigation at the bottom-right

corner of the user table. • Sort by any of the columns (except Action and Permission Set) by clicking the

column. o Change from ascending and descending by clicking the column again.

• Hide or make visible any of the columns by clicking the expansion arrow in the upper-right corner of the table of users.

DATA TABLE COLUMNS

Column Title Description

Actions

The Action column has two actions:

• Delete: Click this link to delete the user. • Blank (-): Users will only see this option

if they cannot delete users.

Limitation: You cannot sort using this column.

First Name Sort by the user’s first name.




Last Time Sort by the user’s last name.

Email Sort by the user’s email address (user name).

Permission Set The role of each user.


Last Updated The last time the user record was changed.

FILTERS

You cannot sort using the Permission Set (roles) column, but you can filter by role.

1. Click the Filter icon in the upper-right corner of the browser window.

2. Click Select Roles.

3. Select one or more role.

You may also use the Search field to quickly find a specific user.

MASS UPDATE SETTINGS

Use the Mass Update button to change multiple users at once. Click Mass Update after configuring the settings:

Setting Description

Select Users

Select all of the users you will change. Select multiple users without needing to hold down any additional keys. You may also perform multiple searches. Once you have selected all of the users, click somewhere on the Users



Mass Update window to close the Select Users window.

Role





Team Assign users to a team. You may only select one team using Mass Update.

Notification Types




NEW USER 1. Click New User to add a user.

2. Configure each setting (described below) and click Save.

Setting Description

First Name The user’s first name.

Last Time The user’s last name.



Setting Description

Email

The user’s email address is also their username and it is not modifiable. If you enter in an email address incorrectly, you must delete the user and make another user profile.

Picture Add a URL for the profile photo. You must host this photo on another site.

Team

Add users to one or more teams. Users may only belong to one team and must belong to at least one team. If no team is selected they will be added to the default team.

Permissions





Teams Managed

Assign users to manage one or more teams. Managing a team gives visibility to reports for that team as well as templates and attachments.

Notification Preferences





Setting Description


TEAMS PAGE

The Teams page displays all Vision teams in a table.

• Vision displays twenty lines per page.

• Navigate to additional pages using the page navigation at the bottom-right

corner of the user table.

• Sort by any of the columns (except Action) by clicking the column.

o Change from ascending and descending by clicking the column again.

• Hide or make visible any of the columns by clicking the expansion arrow in

the upper-right corner of the table of users.

DATA TABLE COLUMNS


Actions


• Delete: Click this link to delete the team. • Blank (-): Users will only see this option

if they cannot delete the team.


Name Sort by the team name.

Team Member Count Sort by the number of users in the team.




Last Updated The last time the team record was changed.

ADD NEW 1. Click Add New to add a team.


Setting Description

Team Name The Team’s name (required, all other settings are optional).

Managers Select none, one, or multiple managers and then click off of the Managers pop-up window to continue.

Template Folders

Select none, one, or multiple Template Folders and then click off of the Template Folders pop-up window to continue. All users will have a personal “Unfiled” template folder where templates will go if they decide to use the Save As Template feature.

Attachment Folders

Select none, one, or multiple Attachment Folders and then click off of the Attachment Folders pop-up window to continue. All users will have a personal “Unfiled” folder where all attachments sent outside of the Vision attachments menu will be stored.



TEMPLATES TAB The Templates tab gives you access to templates and template folders.

Limitation: Users can only access templates using of the plugins. If you are on a pure server-side configuration these pages don’t apply to your users. SEE ALSO Vision Configurations, Outlook Plugin, Gmail Plugin

NOTE – The Template tab link does not open a page, it reveals the two template page links.

TEMPLATE FOLDERS PAGE

NOTE – We recommend that you create one or more template folders before creating your templates. When creating a template you must select a template folder. If you haven’t created your folders you will be able to simply select your Unfiled Templates folder.

TEMPLATES INSIGHTS

This section gives you quick insights into template effectiveness. For more detailed information on specific templates, see Top Templates in the Reports section.

FILTERS 1. Click the Filter icon in the upper-right corner of the browser window.

2. Use one or both filters:

• Select Owners: Filter by one or more owners. Owners are the users

that originally created the template. This allows you to zero in on the

most effective template creators.

• Select Open Percentage: Filter by the effectiveness of the templates

by selecting one or more ranges of open percentage.

You may also use the Search field to quickly find a specific template folder.



TEMPLATE FOLDERS

The Templates section displays all templates in a table.








DATA TABLE COLUMNS


Action



if they cannot delete the folder.

NOTE – If users share a folder with their team they can no longer delete the folder, only managers can delete the shared folders.


Name Sort by the folder name.




Type

Sort by type of template:

• Vision: Templates created within vision. • Salesforce: Templates synced from a

Salesforce account.

Templates Sort by the number of templates within the folder.

Users Sort by the number of users who have access to the folder.

Owner First Name Sort by folder owner first name.

Owner First Name Sort by folder owner last name.

Sharing Sort by the sharing settings:

• Personal: No sharing. • Team: Shared with a team.

Folders Sort by the folder name.

Open Percentage Sort by the percentage of recipients who have opened the templates.

NEW FOLDER 1. Click New Folder to add a folder.




Setting Description

Folder Name The template folder name (required).

Sharing Select either Personal or Team (required).

NOTE – The folder will not have any items until after you make it and add items.

TEMPLATES PAGE

TEMPLATES INSIGHTS

This section gives you quick insights into template effectiveness. For more detailed information on specific templates, see Top Templates in the Reports section.



• Select Owners: Filter by one or more owners.

• Select Open Percentage: Filter by the effectiveness of the templates

by selecting one or more ranges of open percentage.

You may also use the Search field to quickly find a specific template.

TEMPLATES

The Templates section displays all templates in a table.




• Sort by any of the columns (except Action and User Set) by clicking the

column.






DATA TABLE COLUMNS


Action



if they cannot delete the template.


Name Sort by the template name.

Type

Sort by type of template:

• Vision: Templates created within vision. • Salesforce: Templates synced from a

Salesforce account.

Owner First Name Sort by template owner first name.

Owner First Name Sort by template owner last name.

Users Sort by the number of users who have access to the template.


Open Percentage Sort by the percentage that recipients have opened the templates.



NEW TEMPLATE (VISION) 1. Click New Template to add a template.


Setting Description

Template Name The template name (required).

Folder Select one folder (required).

Limitation: You can only select one folder.

Subject Enter the email subject (required).

Email Body (unlabeled)

Enter the email body content (optional). Add links, photos, and formatting. Photos must be added via link.

Limitation: Font size and Font type configuration is not currently available though if the template is saved from your email client it will retain the font in which it was saved.

Limitation: Vision email templates do not support merge fields. Use Salesforce email templates (described below) for merge fields.

SALESFORCE TEMPLATES

Vision syncs with Salesforce to offer individual users access to their Salesforce templates within the Vision plugins. See Outlook Plugin or Gmail Plugin for more information on the plugins.

To see Salesforce templates within Vision:



1. Each user must individually connect their Vision account to their Salesforce

account.

2. Click on Account Settings link.

3. Scroll to the bottom and click Connect under Salesforce Integration.

4. In the pop-up window add your Salesforce login credentials.

SEE ALSO Integrations Section, Alerts

ATTACHMENTS TAB

The Attachments tab gives you access to attachments and attachment folders.

Limitation: Only users with permission to access/edit attachment folders will see the access to the Attachment Folders page.

Limitation: Users can only access Attachments using of the plugins, see Outlook Plugin or Gmail Plugin for more information.

NOTE – The Attachment tab link does not open a page, it reveals the two template page links.

ATTACHMENT FOLDERS PAGE

NOTE – You should create one or more attachment folders before uploading any attachments. The Attachments Folder setting is required when uploading new attachments.

ATTACHMENT INSIGHTS

This section gives you quick insights into attachment effectiveness. For more detailed information on specific attachments, see Top Attachments in the Reports section.






• Select Download Percentage: Filter by the effectiveness of the

attachments by selecting one or more ranges of download percentage.

You may also use the Search field to quickly find a specific attachment folder.

ATTACHMENT FOLDERS

The Folders section displays all folders in a table.










DATA TABLE COLUMNS


Action


• Delete: Click this link to delete the folder.

• Blank (-): Users will only see this option if they cannot delete the folder.

NOTE – If users share a folder with their team they will no longer have permission to delete the shared folder. Managers will need to delete the folder.


Name Sort by the folder name.

Attachments Sort by the number of attachments within the folder.

Users Sort by the number of users who have access to the folder

Users Sort by the number of users who have access to the folder.

Owner First Name Sort by folder owner first name.

Owner First Name Sort by folder owner last name.




Sharing Sort by the sharing settings:

• Personal: No sharing. • Team: Shared with a team.

Download Percentage Sort by the percentage that recipients have downloaded the attachments.

NEW FOLDER 1. Click New Folder to add a folder.


Setting Description

Folder Name The attachment folder name (required).

Sharing Select either Personal or Team (required).

NOTE – The folder will not have any items until after you make it and add items.

ATTACHMENT PAGE

ATTACHMENT INSIGHTS

This section gives you quick insights into attachment effectiveness. For more detailed information on specific attachments, see Top Attachments in the Reports section.






NOTE – Filtering by owner is a good way to monitor messaging or respond to problems created by content sent by a specific user.

• Select Download Percentage: Filter by the effectiveness of the

attachments by selecting one or more ranges of download percentage.

You may also use the Search field to quickly find a specific attachment.

ATTACHMENTS

The Attachments section displays all attachments in a table.








DATA TABLE COLUMNS


Action



if they cannot delete the team.





Name Sort by the attachment name.

Owner First Name Sort by template owner first name.

Owner First Name Sort by template owner last name.

Users Sort by the number of users who have access to the template.


Last Updated Sort by the date the attachment was last updated.

Open Percentage Sort by the percentage that recipients have opened the templates.

CREATE ATTACHMENT 1. Click Create Attachment to add a template.


Setting Description

Attachment Folder The attachment folder (required).

Limitation: You can only select one folder.

Drop Files Here Drag and drop one or more file(s) from your computer into this area (optional – use this or the Select Files method).



Select Files A window of your computer files pops open. Select the file(s) you wish to upload (optional – use this or the Drop Files Here method).

ACTIVITY FEED

The activity feed shows the past interactions for each specific user (the user who is logged in). Use the filters to show or hide interactions based on type or time frame.

FILTERS

TIME-BASED FILTER

Choose one of the following time frames:

• Today

• Last 7 Days

• Last 30 Days

• Last 60 Days

• All Time

NOTIFICATION FILTER

You can choose one or all of the following types of interaction notifications to show:

Notification Description

Email Sent – Not Opened

Notifications appear whenever you send an email and is used to gain a quick view into whether some high priority prospects having interacted with your emails.



Email Opened

Notifications appear when the recipient opens an email.

NOTE – Opens will not show if the recipients email client doesn’t download images. This depends completely on the email client – Gmail always downloads images, some versions of Outlook don’t by default.

Email Forwarded

Notifications appear when the recipient forwards an email.

Limitation: Forwards are only tracked when Vision has identified a recipient before. For example, if you sent an email to a prospect and that prospect forwards the email to several people you’ve never emailed before Vision won’t show a forward notification – it will show an additional open from the original recipient.

Attachment Downloaded Notifications appear whenever the attachment is downloaded.

Link Clicked Notifications appear when recipients click a link.

Web Page Visited

Notifications appear when a recipient visits your corporate web pages.

Limitation: This requires users to receive and accept cookies. Users get cookies from clicking links, downloading attachments, and opening



emails within a web browser. Users must then visit the website using that same web browser.

REPORTS TAB

The Reports tab gives you access to great reports and insight into how your reps and assets are performing. It also shows the top contacts.

NOTE – The Reports tab link does not open a page, it reveals the individual report page links.

FILTERS

Filters are an extremely important for modifying and viewing reports. Filters help users find and sort other information in other tabs, but filters are vital for all of the reports.

Click the filters icon to expose the filters fly-in window and modify how Vision displays each report.

REP EFFORT

Rep Effort tracks one metric:

Metric Description

Total Emails Sent How many emails reps sent during the specified time period.

The report shows a graph of the current data.



• The data table displays 20 records of the current data.

• Navigate to additional pages (if needed) using the arrows and page numbers

in the lower left corner.

• Sort and filter the data using columns and filters.

NOTE – If you are setup with the email plugin and no server level integration this will only track emails the rep has sent from their desktop where the plugin is installed – not from their mobile phone. If you have server level integration emails sent from any other device including mobile phones will be tracked as well.

FILTER SETTINGS

Filter Options/ Description

Time

Select a time frame:

• Today • Last 7 Days • Last 30 Days • Last 60 Days • All Time

Note: At least one time frame is required.

Teams

Select one or more team. Users can perform multiple searches and the system will remember each selection.

If you select None then Vision will display all teams.

Note: No need to hold down a key (such as CTRL or SHIFT) to select multiple teams.




Users

Select one or more user. You can perform multiple searches and the system will remember each selection.

If you select None then Vision will display all users.

Note: No need to hold down a key (such as CTRL or SHIFT) to select multiple users.

Search Quickly find a user.

DATA TABLE COLUMNS • Hide or make visible any of the columns by clicking the expansion arrow in

the upper-right corner of the data table.

• Sort by a column by clicking on that column.

o Switch from ascending and descending order by clicking again on the

column.

Column Options/ Description

First Name Sort by reps’ first names.

Last Name Sort by reps’ last names.

Total Emails Sent Sort by number of emails sent during the specified time period.



REP EFFECTIVENESS

Rep Effectiveness tracks three metrics:

Metric Description

Email Open Percentage

The percentage of emails sent that were opened by recipients.

NOTE – These percentages may be above 100% if each one sent is clicked multiple times.

Link Click Percentage The percentage of links sent that were clicked by recipients.

Attachment Download Percentage The percentage of attachments sent that were downloaded by recipients.








FILTER SETTINGS


Time




Teams




Users










column.


First Name Sort by reps’ first names.

Last Name Sort by reps’ last names.

Email Open Percentage Sort by the percentage of emails sent that were opened by recipients.

Link Click Percentage Sort by the percentage of links sent that were clicked by recipients.

Attachment Download Percentage Sort by the percentage of attachments sent that were downloaded by recipients.

CONTACT ENGAGEMENT

Contact Engagement tracks three metrics:

Metric Description

Total Emails sent The number of emails sent to that recipients.



Metric Description

Total Interactions

The total number of interactions from the user. This total includes the recipient doing the following interactions:

• Opening Vision email. • Forwarding a Vision email. • Clicking a link in a Vision email. • Downloading a Vision attachment. • Visiting your company website

Limitations: Vision tracks interactions, but the system may infrequently record a false positive interaction (for example a Vision user opening their own sent email on their mobile device outside of your work network), or miss an interaction (for example, if a recipient does not accept cookies and then visits the website.

Last Email Sent This is the last time anyone within the Vision account emailed this contact.

Last Interaction The last time the recipient interacted with a Vision email from the selected users/teams.








FILTER SETTINGS


Time




Teams

Select one or more team. Vision will only display the recipients contacted by the selected teams. Users can perform multiple searches and the system will remember each selection.



Users

Select one or more user. Vision will only display the recipients contacted by the selected users. You can perform multiple searches and the system will remember each selection.









column.


Total Emails sent Sort by the number of emails sent to that recipients.

Total Interactions

Sort by the total number of interactions from the user. This total includes the recipient doing the following interactions:

• Opening Vision email. • Forwarding a Vision email. • Clicking a link in a Vision email. • Downloading a Vision attachment. • Visiting your company website

Limitations: Vision tracks interactions, but the system may infrequently record a false positive interaction (for example a Vision user opening their own sent email on their mobile device outside of your work network), or miss an interaction (for example, if a recipient does not accept cookies and then visits the website.

Last Email Sent Sort by the last time anyone within the Vision account emailed each contact.




Last Interaction Sort by the last time the recipient interacted with a Vision email from the selected users/teams.

TOP LINKS

Top Links tracks two metrics:

Metric Description

Links Sent The number of times the link was sent.

Link Click Percentage The percentage that links were clicked by recipients.








FILTER SETTINGS


Time




Teams




Owner







Link Click Percentage Filter by a range of percentages.

Limitation: You can only select one range.





column.


Links Sort by links.

Links Sent Sort by the number of times the link was sent.

Link Click Percentage Sort by the percentage that links were clicked by recipients.

TOP TEMPLATES




Metric Description

Total Sent The total number of times the template was sent.

Open Percentage The percentage that recipients opened emails that used that template.






FILTER SETTINGS


Time






Teams




Template Folder

Select one or more folder. You can perform multiple searches and the system will remember each selection.

If you select None then Vision will display all folders.

Note: No need to hold down a key (such as CTRL or SHIFT) to select multiple folders.

Users




Open Percentage Filter by a range of percentages.








column.


Template Sort by Template names.

Type Sort by template type:

• Personal: Only used by individuals. • Team: Shared by a team.

Owner First Name Sort by reps’ first names.

Owner Last Name Sort by reps’ last names.

Total Sent The total number of times the template was sent.

Open Percentage The percentage that recipients opened emails that used that template.

TOP ATTACHMENTS




Metric Description

Total Sent The total number of times the attachment was sent.

Download Percentage The percentage of downloaded attachments.






FILTER SETTINGS


Time







Teams




Template Folder

Select one or more folder. You can perform multiple searches and the system will remember each selection.

If you select None then Vision will display all folders.

Note: No need to hold down a key (such as CTRL or SHIFT) to select multiple folders.

Users




Download Percentage Filter by a range of percentages.








column.


Attachment Sort by attachment title.

Type Sort by type of attachment:

• Personal: Only used by individuals. • Team: Shared by a team.

Owner First Name Sort by template owner’s first names.

Owner Last Name Sort by template owner’s last names.

Total Sent Sort by total times the template was sent.

Download Percentage Sort by the percentage of times downloaded.



Outlook Plugin

OUTLOOK PLUGIN OVERVIEW

The Vision Outlook plugin serves two purposes:

• Track emails (when companies are not using

server-side routing).

• Give users access to Vision templates and

attachments within Outlook, as well as desktop

notifications.

PACKAGES:

All

LIMITATIONS:

Windows OS

SEE ALSO

Vision Product Spec

VISION SIDEBAR The Vision plugin creates a sidebar on the right side of Outlook. The Vision Sidebar has two icons:

• Activity Feed

• Settings

SETTINGS

The Vision Settings icon looks like a gear.

To log in:

1. Click on the Login icon.

2. Enter your email address (username).

3. Enter your password.

4. Click Login.

To log out:



1. Click on the Login icon.

2. Click Logout.

ENABLING AND DISABLING NOTIFICATIONS The Settings link also has the ability to turn on desktop notifications vs. email notifications. Desktop notifications pop a notification on the bottom right hand of the screen not matter where the user is navigating as long as they have Outlook up. Email notifications send an actual email to the rep of the notification (used when the ability to access notifications from mobile is critical).

ACTIVITY FEED

The Activity Feed icon looks like a house.

• Click on the icon to show and hide the Activity Feed.

The Activity Feed shows all of the recent notifications:


Email Opened Notifications appear when the recipient opens an email.

Email Forwarded


Limitation: Forwards are only tracked when Vision has identified a recipient before. For example: if you sent an email to a prospect and that prospect forwards the email to several people you’ve never emailed before Vision won’t show a forward notification – it will show an additional open from the original recipient





Web Page Visited

Notifications appear when a recipient visits a web page.

Limitation: This requires users to receive and accept cookies. Users get cookies from clicking links, downloading attachments, and opening emails within a web browser. Users must then visit the website using that same web browser.

VISION GROUP

The Vision Outlook plugin installs Vision tools within the Message Tab of the New Email window. These tools are located in the Vision tool group.

TOOLS

Tool Description

Attachments

The Attachments tool gives users access to that user’s Vision attachments in two ways:

• Recent Attachments: Attachments used recently.

• Vision: A tree-view navigation of all attachments the user has access to.

Templates The Templates tool gives users access to many template options:



• Save As Template: Save the current email as a new Vision Template.

• Recent Attachments: Attachments used recently.

• Vision: A tree-view navigation of all Vision templates the user has access to.

• Salesforce: A tree-view navigation of all Salesforce templates synced from the user’s Salesforce account.

Sync

This button forces the plugin to resync all of the templates and attachments. Salesforce and Vision templates are synced automatically every 30 minutes.

Track When selected (default) emails are tracked in Vision. Deselect this to not track the current email.

DESKTOP NOTIFICATIONS

The Vision Outlook plugin will create desktop notifications near the system tray if the user profile is set to receive desktop notifications. See Edit Section Settings in the Account Settings section of the WebApp for more information on enabling desktop notifications.



Gmail Plugin

GMAIL PLUGIN OVERVIEW

The Vision Gmail plugin serves two purposes:

• Track emails (when companies are not using

server-side routing).

• Give users access to Vision templates and

attachments within Gmail.

PACKAGES:

All

LIMITATIONS:

Chrome browser

SEE ALSO

Vision Product Spec

VISION ADDRESS BAR ICON The Vision plugin creates a Vision icon to the right of the Chrome address bar. The Vision icon has two purposes:

• Activity Feed

• Settings

SETTINGS

To log in:

1. Click on the Vision icon.

2. Enter your email address (username).

3. Enter your password.

4. Click Login.

To log out:

1. Click on the Vision icon.



2. Click Logout.

ENABLING AND DISABLING NOTIFICATIONS The Settings link also has the ability to turn on desktop notifications vs. email notifications. Desktop notifications pop a notification on the bottom right hand of the screen not matter where the user is navigating as long as they have Outlook up. Email notifications send an actual email to the rep of the notification (used when the ability to access notifications from mobile is critical).

ACTIVITY FEED

Click on the Vision icon to show and hide the Activity Feed.

The Activity Feed shows all of the recent notifications:


Email Opened Notifications appear when the recipient opens an email.

Email Forwarded




Web Page Visited

Notifications appear when a recipient visits a web page.

Limitation: This requires users to receive and accept cookies. Users get cookies from clicking links, downloading attachments, and opening



emails within a web browser. Users must then visit the website using that same web browser.

VISION GROUP

The Vision Gmail plugin installs Vision tools within the New Email (Compose) window. These tools are located at the bottom of the window with the formatting tools.

TOOLS

Tool Description

Attachments

The Attachments tool gives users access to that user’s Vision attachments in two ways:

• Recent Attachments: Attachments used recently

• Vision: A tree-view navigation of all attachments the user has access to.

Templates

The Templates tool gives users access to many template options:

• Save As Template: Save the current email as a new Vision Template.

• Recent Attachments: Attachments used recedntly

• Vision: A tree-view navigation of all Vision templates the user has access to.

• Salesforce: A tree-view navigation of all Salesforce templates synced from the user’s Salesforce account.



Custom Schedule

This option schedules an email in the future and changes the Send button to Schedule.

• NeuralSend™: Send the email at the optimal time.

• Custom Schedule: Choose a specific time to send the email.

Tracked When selected (default) emails are tracked in Vision. Deselect this to not track the current email.

DESKTOP NOTIFICATIONS The Vision Gmail plugin will create desktop notifications near the system tray if the user profile is set to receive desktop notifications. SEE ALSO Edit Section Settings in the Account Settings section of the WebApp for more information on enabling desktop notifications.

Documents

Salesforce Platform Documentation - Insidesales.comcommunity.insidesales.com/assets/files/InsideSales... · Some companies enable security settings within Salesforce that require