Salesforce Platform Documentation

Salesforce Platform Documentation
Salesforce Platform Documentation
Package Version 6.31.10
Salesforce Platform Documentation
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
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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 ..................................................................................... 40
Rep Queue Overview ................................................................................................ 40
Creating Rep queues ................................................................................................ 40
Configure Rep Queue ............................................................................................... 41
Play Message - Inbound Option .................................................................................. 47
Play Message Overview ............................................................................................ 47
Creating Play Messages ........................................................................................... 47
Configure Play Message ........................................................................................... 48
Start Recording - Inbound Option .............................................................................. 49
Start recording overview .......................................................................................... 49
Creating Start Recording .......................................................................................... 49
Configure Start Recording ....................................................................................... 50
Stop Recording - Inbound Option ............................................................................... 51
Stop recording overview .......................................................................................... 51
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Creating Stop Recording .......................................................................................... 51
Configure Start Recording ....................................................................................... 51
Path Bridge - Inbound Option ..................................................................................... 52
Path Bridge Overview ............................................................................................... 52
Creating Path Bridges............................................................................................... 52
Configure Path Bridge .............................................................................................. 53
Menu - Inbound Option ............................................................................................... 54
Menu Overview ......................................................................................................... 54
Creating Menus ......................................................................................................... 54
Configure Menu ........................................................................................................ 54
Call forward - Inbound Option .................................................................................... 56
Call Forward Overview ............................................................................................. 56
Creating call forward ................................................................................................ 56
Configure Call Forward ............................................................................................ 57
Route to last caller - Inbound Option ......................................................................... 58
Route to last caller (RTLC) overview ........................................................................ 58
Creating Route to Last Caller ................................................................................... 58
Configure Route to Last Caller (RTLC) ..................................................................... 58
Route to Record Owner - Inbound Option................................................................. 62
Route to Record Owner (RTRO) Overview .............................................................. 62
Creating Route to Record Owner ............................................................................ 62
Configure Route to Record Owner (RTRO) ............................................................. 62
Disconnect – Inbound Option ..................................................................................... 65
Disconnect Overview ................................................................................................ 65
Creating Disconnect ................................................................................................. 65
Configure Disconnect ............................................................................................... 66
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Schedule - Inbound Option ......................................................................................... 67
Schedule Overview ................................................................................................... 67
Creating Schedules ................................................................................................... 67
Configure Schedule .................................................................................................. 68
Call Recordings Configuration ........................................................................................ 69
Call Recording Setup .................................................................................................... 70
Call Recording Overview .......................................................................................... 70
Configuring Global Call Recordings ........................................................................ 70
Configuring Rep Specific Call Recording Settings .................................................. 72
Off-site Call Recording Storage ................................................................................... 75
Off-site Storage Overview ........................................................................................ 75
Configuring Off-site Storage .................................................................................... 75
Area Code Groups ........................................................................................................ 78
Area Code Group Overview ..................................................................................... 78
Create Area Code Groups ........................................................................................ 78
Assigning Area Code Groups to Reps ..................................................................... 79
Enforcing Area Code Groups on Inbound Calls ..................................................... 79
Field Exclusions............................................................................................................. 81
Field Exclusion Overview.......................................................................................... 81
Configure Field Exclusions ....................................................................................... 81
Click-to-Call Dialer Panel .............................................................................................. 83
Click-to-Call Dialer Panel Overview ......................................................................... 83
Creating Click-to-Call Dialer Panels ......................................................................... 83
Configure Click-to-Call Dialer Panel Buttons .......................................................... 84
Configure Click-to-Call Dialer Panel Call Log .......................................................... 87
PowerDialer User Management ..................................................................................... 90
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Managing Users ............................................................................................................ 91
Manage users overview ........................................................................................... 91
Adding Users ............................................................................................................. 91
Deactivating Users .................................................................................................... 92
Searching for Users .................................................................................................. 92
Editing Users ............................................................................................................. 93
Mass updating users ................................................................................................ 97
Updating Users from Salesforce ............................................................................. 98
Updating Layouts from Salesforce.......................................................................... 98
Permission groups ..................................................................................................... 100
Permission Group Overview .................................................................................. 100
Creating Permission Groups.................................................................................. 100
Configuring Permission Groups ............................................................................ 100
PowerDialer General Settings ....................................................................................... 108
Company Settings ...................................................................................................... 109
Company Settings Overview .................................................................................. 109
Configure Company Settings ................................................................................. 109
Manage Voice Messages ............................................................................................ 115
Manage Voice Message Overview ......................................................................... 115
Creating Voice Messages ....................................................................................... 115
Configuring Voice Messages .................................................................................. 117
Voice Message Folders ........................................................................................... 118
PowerDialer Dialing Lists ............................................................................................... 120
Seek Lists ..................................................................................................................... 121
Seek List Overview .................................................................................................. 121
Creating Seek Lists .................................................................................................. 121
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Configuring Main Seek List Settings...................................................................... 122
Creating Dialing Rules ............................................................................................ 126
Configuring Dialing Rules ....................................................................................... 127
Domino Lists ............................................................................................................... 138
Domino List Overview ............................................................................................ 138
Creating Domino List .............................................................................................. 138
Configuring Domino Lists ...................................................................................... 138
Account Management ................................................................................................... 146
Billing ........................................................................................................................... 147
Billing Overview ...................................................................................................... 147
Accessing Billing ...................................................................................................... 147
Purchasing Dialer Minutes ..................................................................................... 147
Automatic Dialer Minute Recharge ....................................................................... 148
Configuring Billing Preferences ............................................................................. 149
Purchasing additional licenses .............................................................................. 151
Downloading Sales Transactions .......................................................................... 151
Storage Limits ......................................................................................................... 152
Immediate Response Setup ...................................................................................... 153
Immediate Response Overview ............................................................................ 153
Types of Immediate Response .............................................................................. 153
Configuring Immediate Response ........................................................................ 154
1. Create Apex Class ............................................................................................... 154
2. Create Apex Trigger ............................................................................................ 155
3. Allow Remote Site ............................................................................................... 158
Power Standings Product Specifications ..................................................................... 159
CRM Requirements .................................................................................................... 160
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Salesforce Requirements ....................................................................................... 160
System Requirements ................................................................................................ 161
End User System Requirements............................................................................ 161
Leaderboard System Requirements ..................................................................... 161
Browser Requirements .......................................................................................... 162
Product Limits ............................................................................................................. 164
Supported Locales ...................................................................................................... 166
PowerStandings Configuration Guide.......................................................................... 167
Licenses and Settings ................................................................................................. 168
CLIENT FACING VERIFICATION ............................................................................... 168
PowerStandings Teams ............................................................................................. 169
PowerStandings Teams Overview......................................................................... 169
Create powerstandings teams .............................................................................. 169
CONFIGURING TEAMS ............................................................................................ 169
PowerStandings Sidebar............................................................................................ 174
PowerStandings sidebar overview ........................................................................ 174
Enabling powerstandings sidebar......................................................................... 174
Key Performance Indicators (KPI) ............................................................................. 175
Key performance indicator overview .................................................................... 175
Adjusting Key Performance Indicators ................................................................. 175
configuring key performance indicators .............................................................. 180
Creating Custom KPI Workflows ........................................................................... 181
KPI Totals Adjuster .................................................................................................. 183
Dashboards ................................................................................................................. 185
Leaderboards overview ......................................................................................... 185
Create Dashboards ................................................................................................. 185
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Leaderboards.............................................................................................................. 190
Leaderboards overview ......................................................................................... 190
Create Leaderboards.............................................................................................. 190
Challenges ................................................................................................................... 195
Challenges overview ............................................................................................... 195
Create Challenges ................................................................................................... 195
Throwdowns ............................................................................................................... 199
THROWDOWNS overview ...................................................................................... 199
Create THROWDOWNS .......................................................................................... 199
THROWDOWN NOTIFICATIONS............................................................................. 200
Personal Profile .......................................................................................................... 202
Personal Profile overview ...................................................................................... 202
Accessing Personal Profiles ................................................................................... 202
profile picture & custom sound ............................................................................ 203
NeuralView Product Specifications .............................................................................. 205
CRM Requirements .................................................................................................... 206
Salesforce Requirements ....................................................................................... 206
Objects and Fields .................................................................................................. 206
System Requirements ................................................................................................ 207
End User System Requirements............................................................................ 207
Browser Requirements .......................................................................................... 207
Product Limits ............................................................................................................. 209
Supported Locales ...................................................................................................... 210
NeuralView Configuration Guide .................................................................................. 211
NeuralView seek list (NeuralSort) ............................................................................. 212
Neuralview seek list overview ............................................................................... 212
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creating a seek list for Neuralview ........................................................................ 212
configure Dialing Rules .......................................................................................... 213
NeuralSort ............................................................................................................... 214
Neuralview iframe ...................................................................................................... 215
NeuralView iframe .................................................................................................. 215
Enabling Neuralview iframe .................................................................................. 215
NeuralView fields ........................................................................................................ 216
Neuralview fields overview .................................................................................... 216
Vision Product Specifications ........................................................................................ 218
Vision Configurations ................................................................................................. 219
System Requirements ................................................................................................ 220
Server-side Routing System Requirements.......................................................... 220
Outlook Plugin System Requirements .................................................................. 220
Gmail Plugin System Requirements ..................................................................... 221
Product Limits ............................................................................................................. 222
Core Features ............................................................................................................. 223
Vision Configuration Guide ........................................................................................... 226
Vision Overview .......................................................................................................... 227
Vision WebApp ............................................................................................................ 228
Vision WebApp Overview ....................................................................................... 228
Access the WebApp ................................................................................................ 228
Filters Overview ...................................................................................................... 228
Folders Overview .................................................................................................... 229
Alerts ........................................................................................................................ 229
Account Settings ..................................................................................................... 229
Admin Tab ............................................................................................................... 232
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Templates Tab......................................................................................................... 241
Attachments Tab ..................................................................................................... 247
Activity Feed ............................................................................................................ 253
Reports Tab ............................................................................................................. 255
Outlook Plugin ............................................................................................................ 273
Outlook Plugin Overview ....................................................................................... 273
Vision Sidebar ......................................................................................................... 273
Vision Group............................................................................................................ 275
Desktop Notifications ............................................................................................. 276
Gmail Plugin ................................................................................................................ 277
Gmail Plugin Overview ........................................................................................... 277
Vision Address Bar Icon ......................................................................................... 277
Vision Group............................................................................................................ 279
Desktop Notifications ............................................................................................. 280
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PowerDialer for Salesforce Specifications
PowerDialer for Salesforce Specifications
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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
Performance
✔
Unlimited
✔
Enterprise
✔
Professional
✔
SalesforceIQ Starter
X
Contact Manager
X
Group
X
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Notes
Does not have support for SEEK lists or
immediate response. May also require
additional API calls be purchased from
Salesforce.
PowerDialer for Salesforce Specifications
LICENSE REQUIREMENTS
Depending on the Salesforce edition in use, you may have access to a wide variety
of license types. InsideSales only supports the Salesforce recommended license
that is the Salesforce license. No other licenses are supported.
Salesforce License
Supported
Salesforce
✔
Salesforce Platform
X
Force.com
X
Chatter / Community
X
Portal Licenses
X
Notes
This is the only supported license.
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
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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.
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PowerDialer for Salesforce Specifications
End User System Requirements
END USER SYSTEM REQUIREMENTS
InsideSales supports the use of modern desktop and laptop computers. The
product does not support mobile devices such as iPhones, tablets, or Chrome
books.
Requirement
Supported
Operating System
Windows: 7,8,10 | OSX: 10.9,10.10,10.11
Computer Memory (RAM)
4GB of RAM
Internet
1 mbps download | 512 kpbs Upload per
user
BROWSER REQUIREMENTS
InsideSales supports most modern browsers, however we recommend the latest
version of Google Chrome. All browsers must allow for JavaScript, web sockets, and
popups from InsideSales.
Browser
Supported
Notes
Google Chrome
✔
Recommended browser. Only the latest
production version supported.
Mozilla Firefox
✔
Only the latest production version
supported.
Microsoft Internet Explorer
✔
Only IE 9 and 10
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Browser
Supported
Microsoft Edge
X
Apple Safari
X
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Notes
PowerDialer for Salesforce Specifications
Phone System Requirement
PHONE SYSTEM REQUIREMENTS
The InsideSales product suite requires a DID (Direct Inward Dialing, also known as a
Direct Inbound Number). DIDs connect directly to the sales rep instead of requiring
an extension or phone menu. InsideSales.com does not provide DIDs. Direct SIP
integrations are not available.
Configuration
Supported
On-premise PBX with DID
✔
On-premise PBX with no DID
X
Cell Phone*
✔
Soft Phone / Virtual PBX with dedicated network connection for SIP Calls*
✔
Soft Phone / Virtual PBX without dedicated network connection for SIP Calls*
X
Direct SIP Integrations
X
*Some phone providers experience call quality issues that InsideSales.com cannot troubleshoot. Customers
experiencing call quality problems are encouraged to use an on-premise PBX.
NOTE – When reps place calls using InsideSales, the InsideSales system calls the
rep first (called connecting the agent leg) and then when the rep answers the
InsideSales system calls out to the prospect. This means that to a PBX system,
all call traffic is considered inbound calls. It is essential that your inbound call
concurrency level can support an open inbound call connection for all reps.
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PowerDialer for Salesforce Specifications
PHONE NUMBER FORMATTING REQUIREMENTS
InsideSales’ telephony tools allow reps to place calls from virtually anywhere in the
world. You must format your numbers correctly and consistently before placing
calls, otherwise the InsideSales system will be unable to place calls. Strict adherence
to the E.164 phone number format standard must be followed.
NOTE – Salesforce does not enforce phone number format standards.
Salesforce administrators are strongly encouraged to create validation rules
that enforce E.164 standards.
E.164 STANDARD
All phone numbers saved in Salesforce for both the reps’ phone number and
prospect phone numbers must adhere to the E.164 standard. This standard allows
numbers to be formatted for all calling scenarios, including local and international
calls placed to and from any country. There are two components to E.164
formatted numbers:


Plus Symbol: The E.164 standard simply replaces the country-specific Exit
Code with the plus symbol (+). The InsideSales system will add the exit code
(for example, the US exit code is 011) if it encounters an international
entrance code.
Country Code & Local Number: Add the rest of the number, including the
Country Code.
For example, if a record or rep is located in the United Kingdom, the phone number
entered into the system would be: +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.
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Network Requirements
NETWORK CONFIGURATION
InsideSales services are delivered as a Software-as-a-service model, requiring an
active internet connection. Due to the need for quick interactions, InsideSales
utilizes web socket technology. You must allow InsideSales connections through
network firewall systems.
Item
Notes
Websocket traffic requires port 80 enabled.
Websocket Ports
Outbound TCP Traffic
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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).
Requires ports 9900-9999 opened.
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PowerDialer for Salesforce Specifications
Supported Locales
The InsideSales Salesforce PowerDialer integration supports reps located within the
United States and Europe. All calls will originate from either the U.S. or EU
telephony centers depending on the sales rep location.
The InsideSales product is only available in U.S. English, and it is not localized for
any other languages or locations.
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PowerDialer for Salesforce Specifications
Product Limitations
The InsideSales product suite is extremely configurable; however configurations
should be kept within approved product limits. The following table outlines the
limitations of the PowerDialer product within the Salesforce ecosystem.
Feature
Item
Limits
Seek Lists
Quantity of Seek Lists
10 Seek List minimum.
1 additional Seek List
for every user beyond
10 users.
100 Seek Lists
Maximum.
Seek Lists
Dialing Rules per Seek List
10 per Seek List
Seek Lists
Filters per Seek List
5 per Dialing Rule
Seek Lists
Records per Dialing Rule
7000
Seek Lists
Maximum Inactivity Time
10 days
Seek Lists
Maximum Users Invited per List
50 users
Seek Lists
Supported Objects
Leads, Accounts,
Contacts, Opportunities.
Seek Lists
Filter Operators
Seek Lists
Filter Fields
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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
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PowerDialer for Salesforce Specifications
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
Schedules per Call Path
1 schedule per path
Inbound
Call Path Menus
5 menus per call path
Inbound
Total Objects per Call Path
10
Inbound
Circular Call Paths
Branches should not be
created that have
endless loops. All Call
paths must end in a
terminator.
Inbound
Maximum Accept Time
40 seconds
Inbound
Call Forward Object
Limited to 10 digit US
DID numbers.
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PowerDialer for Salesforce Specifications
Feature
Item
Limits
Inbound
Schedule Object
Limited to a single
company time.
Inbound
Menu Object
4 branches
Inbound
Reps invited to rep queue
25 Reps
Inbound
Maximum Failover Time
180 seconds
Users
Maximum Permission Groups
5
Users
Maximum number of users
2000
Other
Manage Area Code Restrictions
Limited to US area
codes.
Other
Max Area Code Groups
10
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
Other
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PowerDialer for Salesforce Specifications
Feature
Item
Limits
support Open CTI (see
below).
LIGHTNING UI LIMITATION
The initial release of the Lightning Experience does not support any telephony tools
from any vendor. Implementing the optional Lightning Experience will make the
InsideSales PowerDialer application unusable. Therefore, at this time we do not
recommend implementing the Lightning Experience. In the meantime, we
recommend continuing to use the current user experience.
LIGHTNING TELEPHONY SUPPORT COMING SOON
The InsideSales application uses Salesforce Open CTI telephony technology (the
telephone technology we use to connect reps to customers). Salesforce plans on
adding Open CTI support to the Lightning Experience in the Summer '16 release.
TURNING OFF LIGHTNING
If you have implemented the new Lightning Experience, you can easily disable it.
Please see this comprehensive information on the Lightning Experience, including
how to enable and disable it: Enabling Lightning Experience.
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PowerDialer for Salesforce Configuration
PowerDialer for Salesforce Configuration
Inbound Call Configuration
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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.
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Inbound Call Configuration
3. Save the Call Path.
NOTE – InsideSales only supports 10 Inbound Routing Objects per Call Path.
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Inbound Call Configuration
Connecting Objects
To connect one inbound routing object to another, place your mouse over an object
on the canvas and look for the Connect box to appear. Once the Connect box
appears, click and drag from the Connect box to another object on the canvas, then
release.
To remove the connection between two objects on the Call Path canvas, click on the
blue connecting arrow and verify the action.
NOTE – InsideSales does not support creating Call Paths that are circular –
where an inbound call returns to earlier points in the Call Path. Each Call Path is
limited to a total of 4 branches.
SAVING CALL PATHS

When you are ready to save a Call Path, click the Save button and leave the
editor.

Alternatively, pressing Quick Save saves the current changes but keeps you
in the editor- allowing you to continue to make changes.
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
Use the Save As function to clone a Call Path.

To discard all unsaved changes, click the Cancel button.
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Inbound Call Configuration
Call Path Terminators
CALL PATH TERMINATORS OVERVIEW
In the event that an inbound call is not answered by a
rep, the call must go somewhere. The InsideSales
system is not designed to allow a call to remain in a
Call Path indefinitely. Each branch within a Call Path
must end in a terminator. A terminator is a routing
object that causes the inbound call to leave the
InsideSales system. The following routing objects are
considered terminators:

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.
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Inbound Call Configuration
CALL PATH PROPERTIES:
Setting
Description
Call Path Name
Uniquely identifies the Call Path for reporting
purposes.
Inbound Number
All selected inbound numbers or
LocalPresence buckets are displayed in this
field. To add a new inbound number, search
for the number and select the number. Only
numbers that are not assigned to other Call
Paths or directly to reps are displayed in this
field.
DELETING CALL PATHS
A Call Path can be deleted from the system by navigating to the Manage Call Paths
page and clicking Delete next to the desired Call Path.
1. Navigate to the InsideSales tab.
2. Click Manage Call Paths.
3. Click Delete next to a Call Path.
4. Verify the delete action.
NOTE – When you delete a Call Path, all inbound numbers become unassigned
from Call Paths. This means that if a prospect calls one of these numbers, the
call won’t be routed to reps. We strongly recommend you immediately assign
unassigned numbers when a Call Path is deleted.
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Inbound Call Configuration
Call Logging - Inbound
INBOUND CALL LOGGING OVERVIEW
The moment an inbound call reaches a Call Path,
InsideSales starts recording information about that call.
All call data that InsideSales captures is made available
directly within Salesforce using the standard Salesforce
Task Object.
Using the call details provided by InsideSales, you can
report on how many inbound calls are your team is
taking, how many inbound calls are being missed, and
more. All reports can be run using the native Salesforce
reporting tool or brought into Salesforce Analytics
Cloud.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
Terminators
Inbound Reporting
CONFIGURE INBOUND CALL LOGGING
When an inbound call comes into the system, InsideSales automatically starts
logging the call data. There are no configurations that you need to make to be able
to log inbound calls.
INBOUND CALL LOGGING PROCESS
When an inbound call reaches a Call Path, InsideSales begins recording call data
about the call. 15 to 30 minutes after an inbound call ends, InsideSales creates a
task within Salesforce that contains information about the call.
If an inbound call is answered by a rep, the task that is
created is assigned to that individual rep. In the event
that a call is not answered by a rep, the owner of the call
SEE ALSO
Call Paths
Rep Queues
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Inbound Call Configuration
task is the individual set as the default owner on the
Rep Queue within the Call Path.
NOTE – If a call is answered or missed, InsideSales creates a call task within
Salesforce. Any call that is sent to a terminator such as Call Forward, but is
actually answered by a rep, will still be marked as a missed call.
INBOUND CALL TASK DATA
InsideSales provides a number of different data points around each inbound call
that reaches the system. All fields outlined below are populated when inbound calls
reach InsideSales. InsideSales utilizes managed custom fields included with the
package along with standard Salesforce fields to record call data.
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Inbound Call Configuration
INBOUND CALL FIELDS:
Field Name
Type
Details
Call Answered:
If a call is answered by a rep, the
owner of the task is set to the rep
who answered the call.
Call Missed:
Activity Owner
Standard
If an inbound call reaches a rep
queue but no rep answers, the
rep specified as the default owner
on the rep queue is set to own the
call task.
Call Not Reached:
If an inbound caller disconnects
prior to reaching a rep queue, the
owner of the task is set to the
Access User.
Call Date/Time
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Managed
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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.
Inbound Call Configuration
Field Name
Call Duration
Call Hour
Call Object Identifier
Call Recording
Call Result
Type
Details
Standard
The total length of the inbound
call, including the time spent
where an inbound call was
waiting for someone to answer
the call.
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.
Standard
This will always populate with
PowerDialer, indicating that
InsideSales is creating the call.
Managed
If the call was recorded, this field
contains a link to the call
recording.
Standard
Contains the call result selected
by a rep when they received the
inbound call.
SEE ALSO Call Results
Call Type
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Always set to Inbound, indicating
that the type of call was an
inbound call.
Inbound Call Configuration
Field Name
Comments
Type
Standard
Details
Contains the comments entered
by a rep related to the phone call.
SEE ALSO Call Results
ImpressionID
Related To
Subject
Managed
The ImpressionID is the unique
identifier used by InsideSales to
represent the call. This field is
only used by InsideSales.
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.
Standard
Contains the subject entered by a
rep related to the phone call. If a
call is missed, meaning it was not
answered in a rep queue, the call
subject will contain Missed Call
SEE ALSO Call Results
OPTIONAL INBOUND LOGGING FIELDS
In addition to the inbound call fields installed with the managed InsideSales
PowerDialer package, there are a number of other fields that can be optionally
added to your Salesforce task object that contain additional call data.
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NOTE – Salesforce limits the number of custom fields that can be added to the
Task object within Salesforce. InsideSales recommends only adding the fields
that apply to your business.
INBOUND CALL FIELDS
Field Name
Type
Details
ACD Name
Optional
Displays the name of the Rep
Queue that an inbound call went
through. If this value is blank, the
inbound call did not reach a Rep
Queue.
Call Answered
Optional
Displays if an inbound call was
answered while in a rep queue.
Optional
Indicates the day of the week in
which an inbound call was
received (Monday, Tuesday, etc.).
Optional
Indicates if an inbound call that
reached a rep queue was not
answered and went to the next
object in a Call Path.
Optional
Shows the phone number of the
individual who called into the Call
Path.
Optional
Shows the phone number
assigned to a Call Path that the
inbound caller dialed.
Day of Week
Call Failover
Inbound Caller-ID
Inbound Number Dialed
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The field will populate with one of
three options for calls that enter a
Call Path.
Answered: A rep answered the
call from within the Call Path.
Inbound Outcome
Optional
Hang Up: The inbound caller
hung up prior to the call being
answered by a rep or being sent
to a failover/forward.
Exited: The inbound call was sent
to an external phone number via
forward.
Inbound Wait Time
Local Presence Used
Route to Last Caller
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.
Optional
Indicates if an inbound call was
made to a LocalPresence number
assigned to the Call Path.
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
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Indicates if an inbound call was
routed to the Record Owner using
the Route to Record Owner
feature.
Inbound Call Configuration
SEE ALSO Route to Record Owner
NOTE – When adding an optional inbound field, all past calls that have been
logged prior to the field being added will not contain data in the new field.
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Inbound Call Configuration
Rep Queue – Inbound Option
REP QUEUE OVERVIEW
The Rep Queue is the inbound routing option that is
used to route inbound calls or ResponsePops to reps to
be answered. A Rep Queue is analogous to the
frequently used term Automated Call Distributor (ACD),
in that it uses defined logic to find available reps and
route calls to them in a specific order.
Rep Queues are a routing option contained within a
Call Path. All calls that enter a rep queue are logged
into Salesforce as call tasks for reporting purposes.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
CREATING REP QUEUES
Rep Queues are available as a routing option within a Call Path, and are typically
only available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Rep Queue routing option to the Call Path Canvas.
5. Double click on the Rep Queue on the Call Path Canvas.
6. Configure your Rep Queue.
7. Click Save.
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Inbound Call Configuration
CONFIGURE REP QUEUE
Configure your rep queue based on your business needs around how inbound calls
should be routed to reps. For example, you may want to route calls by fairness for
Sales, but by speed for Sales Support.
BASIC SETTINGS
Setting
Description
Name
The name for the Rep Queue. For example,
Campaign A. This value is used for reporting
within Salesforce.
Route Type
Determines how inbound calls or
ResponsePops are routing to reps.
SEE ALSO Route Types
Failover Time (sec)
Wait Message
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.
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
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Inbound Call Configuration
Setting
Description
Pop-Screen Type
Determines which objects to search for a
record match when an inbound call is received.
For example, if Lead is selected, InsideSales
will search the Lead object for inbound call
recorded matches based on the primary
phone field. Leads, Accounts, Contacts are
available. The more objects added, the slower
the call will route as InsideSales must first look
up the record prior to routing.
Answer Time (sec)
Sets the maximum amount of time a rep will
have to answer an inbound call that has been
routed to them before being routed to a
different rep in the rep queue. Set in seconds.
Attendees
Specifies which reps are eligible to take
inbound calls or ResponsePops that are sent to
this Rep Queue. Reps must be selected
manually.
Loop Wait Message
Causes the selected Wait Message to play
repeatedly until the inbound call is answered
or the call ends. If no Wait Message is selected,
the InsideSales default hold music will
repeatedly play regardless of this setting being
configured.
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Inbound Call Configuration
Setting
Description
Default Values
If no record match is found when an inbound
call is received, the InsideSales system will
create a new record. The Default Values allows
InsideSales to create the new record on behalf
of the rep receiving the inbound call. All
Required Fields within Salesforce must be filled
out for this to work properly, including field
validation requirements.
Default Record Owner
Sets the default owner for any new records
created through the Rep Queue.
ADVANCED SETTINGS
Setting
Description
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.
Whisper Message
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
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Inbound Call Configuration
Setting
Description
Immediate Failover
If Immediate Failover is enabled and an
inbound call reaches a Rep Queue where no
reps are marked as available, the inbound call
immediately leaves the rep queue and goes to
the next routing object on the Call Path. Does
not apply to ResponsePops.
This setting only appears when Round Robin
is selected as the Route Type. Determines
how frequently the record counts for Round
Robin is reset.
Round Robin Reset Interval
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
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Inbound Call Configuration
LONGEST AVAILABLE
Longest Available routing looks at the length of time reps have been marked as
Available in the inbound system. The inbound call or ResponsePop then routes to
the rep with the highest available time.
If an inbound call is routed to a rep, and they take no action to accept or ignore the
inbound call, the call is then routed to the rep with the next highest available time.
The rep who did not take an action is then set to unavailable for inbound
automatically. If a call is routed to a rep, and they manually click the Ignore button,
the inbound call is routed to the next rep but the rep keeps their inbound status.
Longest Available rewards reps who diligently maintain their available status and
remain at their desks ready to take inbound calls. Longest Available is the most
commonly used, and recommended routing option used by InsideSales clients.
GROUP RING
When an inbound call reaches a Rep Queue set to Group Ring, the call is routed to
all reps currently marked as available who are invited to the rep queue. When the
call is routed, each rep will see an option to Accept or Ignore the call. The first rep
to click Accept is given the call, and all other reps are given a notification that
someone else answered.
When a call is routed to a rep part of a Group Ring Rep Queue, and the rep missed
the call, they are not set to unavailable. If a rep takes an inbound call, then they will
be set to Unavailable.
Group Ring is focused on speed, and disregards all fairness with routing calls. Each
rep has an equal chance at taking the inbound call, regardless of how many other
inbound calls they have taken or the last time that they took a call.
NOTE – Group Ring only answers reps who are currently available. If an
inbound call is ringing all reps and a new rep becomes available, the call will not
be presented to them.
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Inbound Call Configuration
MOST READY
Most Ready routing is useful if outbound calls are substantially less important than
inbound calls and routing fairness is not a major concern. When an inbound call
reaches the rep queue, calls are routed in the following order:
1. The rep who has been available the longest AND has the agent leg
connected gets priority so long as they are not on an active call.
2. Reps who are not connected to any phone calls
3. Reps who are connected on active phone calls.
NOTE – If a rep misses an inbound call that was routed to them via Most Ready,
they will be set to unavailable.
ROUND ROBIN
We recommend Round Robin when fairness is the primary concern, and speed to
answer is not as important. When a call reaches a rep queue set to Round Robin,
the system routes the inbound call to the rep marked as available who has not
taken an inbound call from the Rep Queue for the longest amount of time.
Admins can clear out the length of time a rep has not taken an inbound call, for
example: a rep who goes on vacation for two weeks is not put at the top of the
queue when they return from vacation. The Last Call Time is cleared out based on
the Round Robin Reset Interval. On this interval, the Last Call Time is cleared out for
all reps to establish a fair reset. SEE ALSO Routing Types Video
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Inbound Call Configuration
Play Message - Inbound Option
PLAY MESSAGE OVERVIEW
The Play Message action within a Call Path is
specifically used when a message needs to be played in
its entirety to the caller prior to the call routing to any
reps, without giving the caller any other interactivity
options.
Many companies choose to use the Play Message
option in a Call Path to play a message that informs
inbound callers that their call may be recorded or
monitored, or give other specific information a caller
needs to hear prior to proceeding in the Call Path.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Path
CREATING PLAY MESSAGES
Play Message is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Play Message option to the Call Path Canvas.
5. Double click on the Play Message object on the Call Path Canvas.
6. Configure your Play Message.
7. Click Save.
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Inbound Call Configuration
CONFIGURE PLAY MESSAGE
To configure the Play Message object, choose the desired message from the Voice
Message drop-down within the edit screen.
SETTINGS
Setting
Description
Voice Message
All available voice messages that can be played
are available in this drop-down. New messages
can be created in the Voice Message Manager.
SEE ALSO Manage Voice Messages
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Inbound Call Configuration
Start Recording - Inbound Option
START RECORDING OVERVIEW
The Start Recording inbound object causes the
inbound call to start being recorded. Anything that
happens to an inbound call once it reaches the Start
Recording object will be recorded and is accessible in
the Call Recordings system.
A recording that is started can be stopped using the
Stop Recording object within the Call Path. All call
recordings can be found in the Call Recordings page
found at the InsideSales tab within Salesforce.
Start Recording is frequently used when an entire call
needs to be recorded, regardless of if a rep answers
the phone call or not.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
Call Recordings
CREATING START RECORDING
Start Recording is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Start Recording option to the Call Path Canvas.
5. Save Call Path.
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Inbound Call Configuration
CONFIGURE START RECORDING
There are no settings for the Start Recording Call Path object. Any call that reaches
this object will start recording.
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Inbound Call Configuration
Stop Recording - Inbound Option
STOP RECORDING OVERVIEW
The Stop Recording inbound object causes the inbound
call to stop being recorded if they are currently being
recorded. If a call is not currently being recorded, then
this object will do nothing.
An inbound call can be repeatedly started and stopped
throughout a call moving through a Call Path. All parts
of a call that has been started and stopped repeatedly
will be saved as a single file in the Call Recordings page
found at the InsideSales tab within Salesforce.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
Call Recordings
CREATING STOP RECORDING
Stop Recording is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Stop Recording option to the Call Path Canvas.
5. Save Call Path.
CONFIGURE START RECORDING
There are no settings for the Stop Recording Call Path object. Any call that reaches
this object will immediately stop recording.
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Inbound Call Configuration
Path Bridge - Inbound Option
PATH BRIDGE OVERVIEW
The Path Bridge object sends an inbound caller to a
different Call Path. This is frequently used when an
inbound caller reaches a menu that presents the
option to go to Sales or Support. If the caller presses
2, the call is sent to the Support Call Path. Rather than
re-create the Support Call Path, simply use the Path
Bridge to send the caller to the Support Call Path.
Alternatively, if a call reaches the end of the Sales Call
Path, you can put a Path Bridge at the end that
bridges the call to support. That way when an inbound
call is not answered by Sales, it can be answered by
someone in Support.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
Terminators
CREATING PATH BRIDGES
Path Bridge is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Double click on the Path Bridge object on the Call Path Canvas.
5. Drag the Path Bridge option to the Call Path Canvas.
6. Save the Call Path.
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Inbound Call Configuration
CONFIGURE PATH BRIDGE
To configure the Path Bridge object, choose the desired message from the Call Path
drop-down within the edit screen.
SETTINGS
Setting
Description
Call Path
Select the Call Path to send the call to.
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Inbound Call Configuration
Menu - Inbound Option
MENU OVERVIEW
The Menu Call Path object gives inbound callers the
option to elect which branch within a Call Path to
proceed down. When an inbound caller reaches the
Menu, a message is played informing the caller to
press 1 to do X, and press 2 to do Y.
The menu is frequently used to present the inbound
caller with an option to speak to support, or talk the
sales – thus reducing the frequency that support calls
are answered by sales reps.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
CREATING MENUS
The Menu is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Menu option to the Call Path Canvas.
5. Double click on the Menu object on the Call Path Canvas.
6. Save the Call Path.
CONFIGURE MENU
To configure the Menu object, place the Menu on the Call Path Canvas and then
drag from the Menu to the desired routing option. Once a connection has been
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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
Menu Message
Description
Sets the message that inbound callers will
hear, informing them what their Menu options
are. New Menu Messages can be created in the
Voice Message Manager.
SEE ALSO Manage Voice Messages
Play Message
Sets how many times the Menu Message will
repeat before the line goes silent.
Time Between Plays (sec)
Sets the number of times that passes before
the Menu Message is repeated. The message
will be repeated only as frequently specified in
the Play Message setting.
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Inbound Call Configuration
Call forward - Inbound Option
CALL FORWARD OVERVIEW
The Call Forward Call Path object causes an inbound
call to be forwarded to an external 10-digit United
States phone number, such as the main company
phone number. This is most useful if no reps answer
an inbound call, and need it to go to an answering
service.
Once a call reaches the Call Forward object, the
inbound call leaves the InsideSales system and is sent
to the specified number. All routing of the call at that
point is handled outside of InsideSales.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
Terminators
CREATING CALL FORWARD
Call Forward is available as an option within a Call Path, and are typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Call Forward option to the Call Path Canvas.
5. Double click on the Call Forward object on the Call Path Canvas.
6. Save the Call Path.
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Inbound Call Configuration
CONFIGURE CALL FORWARD
To configure the Call Forward object, place the Call Forward on the Call Path canvas
and connect from a different object to the Call Forward object. Double click on the
Call Forward object to specify how the object will route calls.
SETTINGS
Setting
Description
Forward Number
Specifies the 10-digit phone number that
inbound calls are forwarded to. Must be a U.S
10-digit number.
Caller-ID Display
Sets the caller-id that is displayed to the
Forward Number receiving the inbound call.
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Inbound Call Configuration
Route to last caller - Inbound Option
ROUTE TO LAST CALLER (RTLC)
OVERVIEW
PACKAGES
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.
Accelerate
Elevate
Communicate
LIMITATIONS
US Only
SEE ALSO
Call Paths
CREATING ROUTE TO LAST CALLER
Route to Last Caller is available as an option within a Call Path, and is typically only
available to managers or administrators of the InsideSales system.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path
4. Drag the Route to Last Caller option to the Call Path Canvas
5. Double click on the Route to Last Caller object on the Call Path Canvas
6. Save
CONFIGURE ROUTE TO LAST CALLER (RTLC)
To configure the Route to last Caller (RTLC) object, place the RTLC object on the Call
Path Canvas and then connect an object to the RTLC object. Double-click on the
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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.
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Setting
Description
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:
No Answer Failover
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 10digit US phone number outside of the
InsideSales system, such as a main company
phone number.
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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.
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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.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Route to Record Owner option to the Call Path Canvas.
5. Double click on the Route to Record Owner object on the Call Path Canvas.
6. Save the Call Path.
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
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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.
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Setting
Description
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.
No Answer Failover
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 10digit 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.
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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.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the Disconnect option to the Call Path Canvas.
5. Connect an object to the Disconnect object.
6. Save the Call Path.
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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.
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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.
1. Click the InsideSales tab.
2. Click Manage Call Paths.
3. Click Edit next to the desired Call Path or click Create New Call Path.
4. Drag the 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.
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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.
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Call Recordings Configuration
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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.
1. Click the InsideSales tab.
2. Click Manage Call Recording Settings.
3. Configure Call Recordings.
4. Save changes to settings.
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Setting
Description
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
Record Only Agent Leg
(Outbound Only Setting)
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.
SEE ALSO Phone System Requirements
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.
SEE ALSO Phone System Requirements
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Setting
Description
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.
Delete Recordings Older Than
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.
1. Click the InsideSales tab.
2. Click Manage Users.
3. Edit a specific user.
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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.
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SEE ALSO
Off-Site Storage
Storage Limits
Call Recordings Configuration
CALL RECORDING STORAGE LIMITS
Company Minimum
Additional Storage per License
550MB
50MB
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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.
1. Click the InsideSales tab.
2. Click Off-Site Call Recording Storage.
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.
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AMAZON S3 SETTINGS
Amazon S3 settings appear if you select Amazon S3 from the Transfer type field on
the Off-Site Call Recording Storage 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 Off-Site
Call Recording Storage 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.
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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.
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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.
1. Click the InsideSales tab.
2. Click Manage Area Code Groups.
3. Click Create Area Code Group or Edit an existing Area Code Group.
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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.
1. Click the InsideSales tab.
2. Click Manage Users.
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.
1. Click the InsideSales tab.
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2. Click Manage Call Paths.
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.
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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.
1. Click the InsideSales tab.
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
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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.
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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.
1. Click the InsideSales tab.
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
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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.
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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.
SEE ALSO Manage Voice Messages
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.
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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
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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.
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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.
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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.
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PowerDialer User Management
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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.
1. Click the InsideSales tab.
2. Click Manage Users.
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
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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.
1. Click the InsideSales tab.
2. Click Manage Users.
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.
1. Click the InsideSales tab.
2. Click Manage Users.
3. Click the Filter by Employee drop-down.
4. Select the desired filter option.
5. Enter in a search value, click GO!.
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EDITING USERS
There are a number of different settings that can be implemented on a per-user
basis.
1. Click the InsideSales tab.
2. Click Manage Users.
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.
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Setting
Recording Ratio
Description
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
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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:
Click-to-Call Caller-ID
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.
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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
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.
Country
Sales Role
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.
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.
SEE ALSO Neuralytics
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Setting
Description
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.
Minimum Record Time
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.
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.
Inbound Call Restrictions
SEE ALSO Area Code Groups
MASS UPDATING USERS
To apply a single user configuration to multiple users at once, you can utilize the
Mass Update functionality.
1. Click the InsideSales tab.
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2. Click Manage Users.
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 resync 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.
1. Click the InsideSales tab.
2. Click Manage Users.
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
1. Click the InsideSales tab.
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2. Click Manage Users.
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.
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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.
1. Click the InsideSales tab.
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.
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NOTE – The standard Administrator permission group cannot be altered. The
Administrator permission group has all permissions enabled.
Permission
Functionality
General Links
Billing
Domino Lists
Enables access to all billing functions. Adds the
Manage License Quantities, Purchase Dialer
Minutes, and Billing Summary links to the
InsideSales tab.
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.
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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.
SEE ALSO Area Code Groups
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
Manage Users
This permission is no longer used and will be
removed in a future version of the application.
Do not enable this permission.
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.
SEE ALSO Manage Voice Messages
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Permission Groups
Seek Lists
Enables access to the permission groups. Adds
the Permission Groups link on the InsideSales
tab.
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
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Allows a rep to barge in on active inbound and
outbound calls through the call monitoring
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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 troubleshooting.
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
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Enables access to the list progress report. Adds
List Progress Report link to the InsideSales tab.
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Off-Site Call Recording Storage
Enables access to the Call Recording settings.
Adds Off-Site Call Recording Storage link to the
InsideSales tab.
Monitor Calls
Enables access to the call monitoring tool.
Monitor Calls link to the InsideSales tab.
PowerStandings
Achievements
Challenges
Enables access to the PowerStandings
achievements page. Adds a link for
Achievements to the InsideSales tab.
Enables access to the PowerStandings
challenges page. Adds a link for Challenges to
the InsideSales tab.
SEE ALSO Challenges
Create Dashboards
Key Performance Indicators
Enables the ability to create new dashboards
within PowerStandings. Adds a button on the
Dashboards page to create a new dashboard.
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
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Enables access to the KPI totals adjuster. Adds
a link for KPI Totals Adjuster to the InsideSales
tab.
KPI Totals Adjuster
SEE ALSO Key Performance Indicators
Enables access to manage Dashboards. Adds a
link for Manage Dashboards to the InsideSales
tab.
Manage Dashboards
Enables access to manage Leaderboards. Adds
a link for Manage Leaderboards to the
InsideSales tab.
Manage Leaderboards
SEE ALSO Leaderboards
This setting is no longer used and will be
removed in a future product release.
Manage Points
Enables access to manage PowerStandings
teams. Adds a link for Manage Teams to the
InsideSales tab.
Manage Teams
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
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Allows a rep to manually stop a call recording
that was started either by the rep or by the
InsideSales system through recording ratios.
Can Stop Recordings
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.
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PowerDialer General Settings
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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.
1. Click the InsideSales tab.
2. Click Manage Company Settings.
3. Configure Company Settings.
4. Save Changes.
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COMPANY SETTINGS CONFIGURATION OPTIONS:
Setting
Description
Dialer Settings
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
Call Now Delivery Order
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.
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Setting
Description
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.
Callback Grace Period
NOTE – This setting is being phased out
and should no longer be used.
Reschedule Missed Callbacks
Calls Over Tic Time
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.
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.
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Setting
Description
Causes the InsideSales Click-to-Call panel
section for Open Tasks to only display tasks to
Open Tasks Only Viewable by Owner 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 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.
Call Override PIN
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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 regenerated by pressing the Generate New
button.
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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.
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.
Created Missed Call Tasks
Local Presence for Click-to-Call
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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.
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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.
1. Click the InsideSales tab.
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.
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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.
1. Click the InsideSales tab.
2. Click Manage Voice Messages.
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)
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
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
SEE ALSO Neuralytics
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Setting
Description
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.
Upload Message
SEE ALSO Uploading Existing Recording
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.
Message Script
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.
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EDIT EXISTING OR CREATING FOLDERS
You can alter existing voice message folders at any time or create new folders.
1. Click the InsideSales tab.
2. Click Manage Voice Messages.
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.
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PowerDialer Dialing Lists
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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.
1. Click the InsideSales tab.
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.
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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.
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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.
There are four different options:
Caller ID
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. If there are multiple
LocalPresence buckets, a drop-down will
appear prompting you to select the bucket that
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will be used. Only available on Elevate and
above.
Station Phone:
Sets the Caller-ID to the rep’s station phone.
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.
Limit Calling Times
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.
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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.
Time Between Calls
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.
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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.
Grant List Access
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.
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.
Show agents query names
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:
1. Click the InsideSales tab.
2. Click Seek Lists.
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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.
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Setting
Description
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.
Object To Call
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.
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Setting
Description
Calling Hours
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.
All selected hours in Calling Hours must be
within the selected Limit Calling Times field if
being used.
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Setting
Description
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.
Limit Calls To
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
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Sets the minimum and maximum for the
amount of times that an individual has been
called to be eligible for the specific dialing rule.
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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
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Filter Fields
Supported
Lookup Relationship
X
External Lookup Relationship
X
Checkbox
✔
Currency
✔
Date
✔
Date/Time
✔
Email
✔
Geolocation
X
Number
✔
Percent
✔
Phone
✔
Picklist
✔
Picklist (Multi-Select)
✔
Text
X
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Filter Fields
Supported
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
Equals
✔
Not Equal To
✔
Less Than
✔
Greater Than
✔
Less or Equal
✔
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Notes
PowerDialer Dialing Lists
Operators
Greater or Equal
Supported
✔
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
X
Not supported due to
Salesforce processing
queries using this operator
running slowly.
Includes
Excludes
Contains
Does Not Contain
Not Equal To
Within
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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.
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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.
If an invalid number is saved on the record,
InsideSales will not be able to reliably present
it to reps.
Invalid Phone Number
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.
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ADJUSTING DIALING RULE RUN TIME
Dialing Rules only run during specified times, provided by the user creating the
Seek List.
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PowerDialer Dialing Lists
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.
1. Click the InsideSales tab.
2. Click Seek Lists.
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.
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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.
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.
There are four different options:
Caller ID
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
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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.
Station Phone:
Sets the Caller-ID to the rep’s station phone.
Determines where the records for the Domino
List will be pulled from.
Data Source
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.
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Setting
Description
Only appears if the selected data source is
Report.
Report Folder
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.
Only appears if the selected data source is
Report.
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.
Only appears if the selected data source is
Report.
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.
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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.
NOTE – This setting only applies to reps
using the PowerDialer. The Caller-ID for
Click-to-Call is set on the edit user page.
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Setting
Description
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.
Limit Calls To
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.
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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.
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.
Grant List Access
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
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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.
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Setting
Description
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.
Who Can Call Back
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.
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Account Management
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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.
1. Click the InsideSales tab.
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.
1. Click the InsideSales tab.
2. Click Billing Summary.
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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.
1. Click the InsideSales tab.
2. Click Billing Summary.
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.
7. Read master terms and conditions.
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
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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.
1. Click the InsideSales tab.
2. Click Billing Summary.
3. Click Billing Preferences.
4. Click Add Funding Source.
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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.
1. Click the InsideSales tab.
2. Click 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.
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PURCHASING ADDITIONAL LICENSES
Additional licenses can be purchased by the billing administrator.
1. Click the InsideSales tab.
2. Click Billing Summary.
3. Click Purchase Product Licenses.
4. Increase the desired licenses.
5. Read master terms and conditions.
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.
1. Click the InsideSales tab.
2. Click Billing Summary.
3. View Sales Transactions.
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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.
1. Click the InsideSales tab.
2. Click Billing Summary.
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
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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
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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.
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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
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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.
1. Go to User Name and click Setup.
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()) {
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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';
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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.
1. Go to User Name and click Setup.
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.
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Power Standings Product Specifications
Power Standings Product Specifications
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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
Group
Professional
Enterprise
Unlimited
Supported
Notes
X
✔
Requires API (Oauth) access.
Only automatic (standard) KPIs
supported.
✔
Requires API (Oauth) access, as
well as access to Workflow
rules and Outbound Messages.
✔
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:



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Power Standings Product Specifications
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
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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.
Browser
Supported
Notes
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.
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Browser
Apple Safari
Supported
X
Notes
There are no current plans to
support Safari.
*Leaderboards are only supported on Google Chrome (desktop version).
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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
Teams
Item
Limits
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.
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Feature
Item
Sidebar/ Standings
Quantity Displayed
Bar
165
Limits
The Sidebar/ Standings Bar only
displays up to five team metrics
at a time.
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Power Standings Product Specifications
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.
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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:
1. Click the InsideSales tab.
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.
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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
1. Click the InsideSales tab.
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.
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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
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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
Points View
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.
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
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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.
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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.
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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.
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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.
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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
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KPI
Category
Description
Abbreviation
Setup
Type
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
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KPI
Category
Description
Abbreviation
Setup
Type
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
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KPI
Category
Description
Abbreviation
Setup
Type
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
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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. You
can rename this KPI label to align with your
business terminology.
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.
Points
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
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A brief description of what the KPI measures.
This field cannot be edited.
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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.
Post URL
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.
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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.
Enter a name in the Rule Name Field. It is
recommended that this name is the same name
as the KPI you are configuring.
2
3
4
Rule Name
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.
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.
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.
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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.
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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.
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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.
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View Permission determines which users can
see this dashboard. You can choose from the
following options:
View Permission
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.
Choose from the following options:
Type
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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 determines which users can
see this dashboard. You can choose from the
following options:
View Permission
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.
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Allows you to choose additional display
options for the widget. The options are:
Display As
1. Sum
2. Average
3. Minimum
4. Maximum
Date Range controls the date range relevant to
the widget. You can choose to display:
Date Range
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.
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IF YOU SELECTED COUNTDOWN:
Setting
End Time
Description
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).
Select one of the available options:
1. Days
2. Days and hours
Display As
3. Days, hours, and minutes
4. Hours
5. Hours and minutes
6. Hours, minutes, and seconds
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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-thesecond 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.
6. Click on the InsideSales tab.
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.
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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.
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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 the 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”. Titles are limited to 45
characters.
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
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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
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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.
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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.
1. Click on the InsideSales tab.
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.
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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.
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.
Challenge Time Period
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.
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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.
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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.
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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
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.
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Setting
Description
If the agent selected Timed Event, they 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.
Agent With Most
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.
Select Available Players
BEST PRACTICE: Keep the Throwdown group
between 1-5 participants.
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.
Start Time
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
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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.
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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.
PACKAGES
Accelerate
Elevate
Communicate
LIMITATIONS
None
Reps should have access to the Personal Profile from
either the PowerDialer’s Standings Bar or the Sidebar
Panel.
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.
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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
1. Click on the profile icon in the PowerStandings sidebar.
2. Click the Sound option to upload a file.
UPLOAD A PHOTO
1. Click on the profile icon in the PowerStandings sidebar.
2. Click the Pic option to upload a file.
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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.
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NeuralView Product Specifications
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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.


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Custom Object: 1
Custom Fields for each standard object:
o Lead Record: 5
o Contact Record: 5
o Account Record: 2
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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.
Browser
Supported
Notes
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.
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Apple Safari
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X
There are no current plans to
support Safari.
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NeuralView Product Specifications
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
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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.
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NeuralView Product Specifications
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.
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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
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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
Within each Dialing Rule a score range must be defined.
The first will be 90+. Set this by selecting
Filter Fields
Object: Same as Object to Call
Field: NeuralView: Close Score
Operator: Greater or Equal
Value: 90
Additional Filter Fields
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Possibly multiple customer-defined as fields that should
be used to opt records out of the seek list. For example
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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
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Neuralview iframe
NEURALVIEW IFRAME
PACKAGES:
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.
Accelerate
LIMITATIONS:
US Only
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.
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
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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
Objects: Lead, Account, Contact
qbdialer__CloseScore__c
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.
Objects: Lead, Account, Contact
qbdialer__CloseDate__c
Reports the last time the score was updated on the
record.
Objects: Lead, Contact
qbdialer__ContactScore__c
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.
Objects: Lead, Contact
qbdialer__ContactDate__c
qbdialer__ContactScoreid__c
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Reports the last time the score was updated on the
record.
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.
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This is the score the NeuralSort uses when turned on in
a seek list.
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Vision Product Specifications
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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).
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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
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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
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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.
Custom Schedule
and NeuralSend
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.
Salesforce
Templates
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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
✔
✔
✔
✔
Salesforce
Templates
X
✔
✔
✔
✔
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Feature
Server
Only
Gmail +
Server
Outlook +
Server
Outlook
Only
Gmail
Only
Salesforce Email
Relay
✔
✔
✔
X
X
Reporting
✔
✔
✔
✔
✔
Click to Call from
Notifications
✔
✔
✔
✔
✔
Custom
Schedule and
NeuralSend
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
✔
✔
✔
✔
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✔
Vision Product Specifications
Feature
Server
Only
Gmail +
Server
Outlook +
Server
Outlook
Only
Gmail
Only
Attachment
Sharing
X
✔
✔
✔
✔
Silent (Enterprise)
Installation
X
X
✔
✔
X
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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.
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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.
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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).
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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.
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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.
Select one of the three pre-defined roles:

Permissions


Teams Managed
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.
Assign users to manage one or more teams.
Managing a team gives visibility to reports for
that team as well as templates and
attachments.
Select either Email Notifications or Desktop
Notifications, or both.

Notification Preferences

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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.
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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.
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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
If you set this to On then Vision will send users
a special ResponsePop notification.
From the WebApp:
Vision ResponsePop
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
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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.
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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
The Action column has two actions:
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
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Sort by the user’s first name.
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Column Title
Description
Last Time
Sort by the user’s last name.
Email
Sort by the user’s email address (user name).
Permission Set
Last Updated
The role of each user.
Limitation: You cannot sort using this column.
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
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Mass Update window to close the Select Users
window.
Select one of the three pre-defined roles:

Role


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.
Assign users to a team. You may only select
one team using Mass Update.
Team
Select either Email Notifications or Desktop
Notifications, or both.

Notification Types

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.
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.
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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.
Select one of the three pre-defined roles:

Permissions


Teams Managed
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.
Assign users to manage one or more teams.
Managing a team gives visibility to reports for
that team as well as templates and
attachments.
Select either Email Notifications or Desktop
Notifications, or both.
Notification Preferences
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
Email Notifications: Users receive an
email notifying them of every
interaction.
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Setting
Description

Desktop Notifications: Users who
install either the Gmail or Outlook plugin
will receive desktop notifications.
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
Column Title
Description
The Action column has two actions:
Actions


Delete: Click this link to delete the team.
Blank (-): Users will only see this option
if they cannot delete the team.
Limitation: You cannot sort using this column.
Name
Sort by the team name.
Team Member Count
Sort by the number of users in the team.
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Column Title
Description
Last Updated
The last time the team record was changed.
ADD NEW
1. Click Add New to add a team.
2. Configure each setting (described below) and click Save.
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 popup 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.
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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.
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TEMPLATE FOLDERS
The Templates section displays all templates 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
Column Title
Description
The Action column has two actions:


Action
Delete: Click this link to delete the user.
Blank (-): Users will only see this option
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.
Limitation: You cannot sort using this column.
Name
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Sort by the folder name.
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Column Title
Description
Sort by type of template:
Type


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.
Sort by the sharing settings:
Sharing


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.
2. Configure each setting (described below) and click Save.
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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.
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.

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.

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 User Set) by clicking the
column.
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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
The Action column has two actions:
Action


Delete: Click this link to delete the user.
Blank (-): Users will only see this option
if they cannot delete the template.
Limitation: You cannot sort using this column.
Name
Sort by the template name.
Sort by type of template:
Type


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.
Folders
Sort by the folder name.
Open Percentage
Sort by the percentage that recipients have
opened the templates.
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NEW TEMPLATE (VISION)
1. Click New Template to add a template.
2. Configure each setting (described below) and click Save.
Setting
Description
Template Name
The template name (required).
Select one folder (required).
Folder
Limitation: You can only select one folder.
Subject
Enter the email subject (required).
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.
Email Body (unlabeled)
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:
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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.
FILTERS
1. Click the Filter icon in the upper-right corner of the browser window.
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2. Use one or both filters:

Select Owners: Filter by one or more owners.

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.

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.
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DATA TABLE COLUMNS
Column Title
Description
The Action column has two actions:


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.
Limitation: You cannot sort using this column.
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.
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Column Title
Description
Sort by the sharing settings:
Sharing


Personal: No sharing.
Team: Shared with a team.
Sort by the percentage that recipients have
downloaded the attachments.
Download Percentage
NEW FOLDER
1. Click New Folder to add a folder.
2. Configure each setting (described below) and click Save.
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.
FILTERS
1. Click the Filter icon in the upper-right corner of the browser window.
2. Use one or both filters:
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
Select Owners: Filter by one or more owners.
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.

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
Column Title
Description
The Action column has two actions:
Action


Delete: Click this link to delete the user.
Blank (-): Users will only see this option
if they cannot delete the team.
Limitation: You cannot sort using this column.
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Column Title
Description
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.
Folders
Sort by the folder name.
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.
2. Configure each setting (described below) and click Save.
Setting
Attachment Folder
Drop Files Here
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Description
The attachment folder (required).
Limitation: You can only select one folder.
Drag and drop one or more file(s) from your
computer into this area (optional – use this or
the Select Files method).
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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).
Select Files
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.
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Notifications appear when the recipient opens
an email.
Email Opened
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.
Notifications appear when the recipient
forwards 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.
Attachment Downloaded
Notifications appear whenever the attachment
is downloaded.
Link Clicked
Notifications appear when recipients click a
link.
Notifications appear when a recipient visits
your corporate web pages.
Web Page Visited
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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.
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
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
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
Select one or more team. Users can perform
multiple searches and the system will
remember each selection.
Teams
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.
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Filter
Options/ Description
Select one or more user. You can perform
multiple searches and the system will
remember each selection.
Users
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.
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REP EFFECTIVENESS
Rep Effectiveness tracks three metrics:
Metric
Description
The percentage of emails sent that were
opened by recipients.
Email Open Percentage
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.
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.

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FILTER SETTINGS
Filter
Options/ Description
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
Select one or more team. Users can perform
multiple searches and the system will
remember each selection.
Teams
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.
Select one or more user. You can perform
multiple searches and the system will
remember each selection.
Users
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.
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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.
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.
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Metric
Description
The total number of interactions from the
user. This total includes the recipient doing the
following interactions:
Total 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.
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.

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FILTER SETTINGS
Filter
Options/ Description
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
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.
Teams
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.
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.
Users
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.
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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
Total Emails sent
Sort by the number of emails sent to that
recipients.
Sort by the total number of interactions from
the user. This total includes the recipient doing
the following interactions:
Total 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
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Sort by the last time anyone within the Vision
account emailed each contact.
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Column
Options/ Description
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.
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.

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FILTER SETTINGS
Filter
Options/ Description
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
Select one or more team. Users can perform
multiple searches and the system will
remember each selection.
Teams
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.
Select one or more user. You can perform
multiple searches and the system will
remember each selection.
Owner
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.
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Filter
Options/ Description
Filter by a range of percentages.
Link Click Percentage
Limitation: You can only select one range.
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
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
Rep Effectiveness tracks three metrics:
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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.
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.
FILTER SETTINGS
Filter
Options/ Description
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
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Select one or more team. Users can perform
multiple searches and the system will
remember each selection.
Teams
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.
Select one or more folder. You can perform
multiple searches and the system will
remember each selection.
Template Folder
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.
Select one or more user. You can perform
multiple searches and the system will
remember each selection.
Users
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.
Open Percentage
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Filter by a range of percentages.
Limitation: You can only select one range.
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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
Template
Sort by Template names.
Sort by template type:
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
Rep Effectiveness tracks three metrics:
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Metric
Description
Total Sent
The total number of times the attachment was
sent.
Download Percentage
The percentage of downloaded attachments.
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.
FILTER SETTINGS
Filter
Options/ Description
Select a time frame:
Time





Today
Last 7 Days
Last 30 Days
Last 60 Days
All Time
Note: At least one time frame is required.
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Filter
Options/ Description
Select one or more team. Users can perform
multiple searches and the system will
remember each selection.
Teams
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.
Select one or more folder. You can perform
multiple searches and the system will
remember each selection.
Template Folder
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.
Select one or more user. You can perform
multiple searches and the system will
remember each selection.
Users
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.
Download Percentage
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Filter by a range of percentages.
Limitation: You can only select one range.
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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
Attachment
Sort by attachment title.
Sort by type of attachment:
Type


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.
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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:
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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:
Notification
Description
Email Opened
Notifications appear when the recipient opens
an email.
Notifications appear when the recipient
forwards an email.
Email Forwarded
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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
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Attachment Downloaded
Notifications appear whenever the attachment
is downloaded.
Link Clicked
Notifications appear when recipients click a
link.
Notifications appear when a recipient visits a
web page.
Web Page Visited
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
The Attachments tool gives users access to
that user’s Vision attachments in two ways:
Attachments


Templates
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Recent Attachments: Attachments
used recently.
Vision: A tree-view navigation of all
attachments the user has access to.
The Templates tool gives users access to many
template options:
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



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.
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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.
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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:
Notification
Description
Email Opened
Notifications appear when the recipient opens
an email.
Email Forwarded
Notifications appear when the recipient
forwards an email.
Attachment Downloaded
Notifications appear whenever the attachment
is downloaded.
Link Clicked
Notifications appear when recipients click a
link.
Notifications appear when a recipient visits a
web page.
Web Page Visited
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Limitation: This requires users to receive and
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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
The Attachments tool gives users access to
that user’s Vision attachments in two ways:
Attachments


Recent Attachments: Attachments
used recently
Vision: A tree-view navigation of all
attachments the user has access to.
The Templates tool gives users access to many
template options:

Templates



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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.
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This option schedules an email in the future
and changes the Send button to Schedule.
Custom Schedule


NeuralSend™: Send the email at the
optimal time.
Custom Schedule: Choose a specific
time to send the email.
When selected (default) emails are tracked in
Vision. Deselect this to not track the current
email.
Tracked
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.
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