Introduction to Inbound Calls User Experience
How does Inbound Calling work in the PowerDialer? How does a user become available for inbound calls? What personal setup is necessary?
The PowerDialer for Salesforce not only allows reps to make outbound calls to prospects, but it also allows them to accept inbound calls.
Inbound calls can be routed through a call path or by calling the Direct Inbound Number (DIN) of a specific user. Both types of calls will go through InsideSales.com and calls will be logged in Salesforce.
Going Available for Inbound
Once inbound is setup and end users configured (i.e. user set up, number allocation, network restrictions removed, and so forth) reps can now go ‘Available for Inbound’.
Step 1: Verify personal settings. On the Click to Call dialer panel, go to Settings.
- Station Phone: Ensure that the correct station phone is listed in the panel so the system knows where to call you.
- Inbound Call Audio option: Specify your preferred Inbound Call Audio option. It is recommended to either Play chime on all calls, or Only play chime when not on an agent leg.
- Loop Chime: Select if you’d like the chime to be looped till you accept or reject the call.
Step 2: Be Available for Inbound. At the top left of the panel, toggle on the READY FOR INBOUND switch. It should turn green and the antenna should also go green.
The inbound window will pop-up, double click in the window and leave it open for the duration that you are receiving inbound calls. Do not minimize this window. You must leave it up and open on your computer, however, it can run in the background and does not need to be visible in order to work. If the window does not open, check for pop-up blockers in your browser. (See section below on how to allow pop-ups for inbound calls.)
What Does an Inbound Call Look Like?
When an inbound call comes in, if the Manual Answer setting has been enabled in the Company Settings, reps will see the option to Answer or Ignore the call. (If Manual Answer setting is not enabled, then the call will automatically be routed to the rep.) The Caller ID will be displayed in the panel, and if a Salesforce record exists with the incoming phone number, the name and company of the prospect/contact will also be displayed in the panel. If multiple records are found with that phone number then the most recently dialed record will be displayed with an option to View Possible Duplicates.
The panel will also display a count-down in seconds of how much time a rep has to Answer or Ignore the call. The amount of time is determined by settings in the Call Path.
The Rep Queue displayed is very helpful information for a rep to know at-a-glance what Rep Queue the call is being routed through, or if it is a LocalPresence callback. For example, if your team has a Call Path setup to track “HOT INBOUND LEADS”, “Recruiting”, and “Monthly Webinar Leads” you would know quickly what kind of audience you are talking to.
Answering a Call
When a call has been accepted, the record will open in the Salesforce window (or in a new tab depending on your “Call Center” settings).
At anytime during the conversation you can relate the call to a different Contact/Lead record.
Once a Call is completed, you will be able to complete the call log including any details about the call. Once saved, the call task is then created in Salesforce. This task will show up under the Activity History of the related Contact/Lead.
Ignoring a Call
If a call is rejected, then it will route through however the call path is set up (it could go to the next eligible rep in the queue, forward to another number or rep queue, etc.)
If the rep does NOT click Answer or Ignore, then the call will go to the next eligible person in the Rep Queue or follow the Call Path as it has been setup. The Rep will also be marked as “Unavailable” to take Inbound calls and placed at the bottom of the availability list.
Allow Pop-Ups for Inbound calls
The PowerDialer will open a new tab/window to show the record’s information in Salesforce.
To ensure pop-ups are not being blocked (for either the “Ready for Inbound” window or the Salesforce record):
- Go to Chrome Settings (top right corner of Chrome)
- Click “Show advanced settings” (bottom of the screen)
- Under Privacy, click Content Settings
- Under Pop-ups, click Manage Execeptions
- Add a new pattern called [*.]insidesales.com
- Select Allow
Frequently Asked Questions
Q: Why doesn’t the Inbound Window appear when I go ‘Ready for Inbound’?
A: Check for a pop-up blocker in your browser window.
Q: Why don’t I hear Chimes when an inbound call comes in?
A: You may have minimized the Inbound pop-up window. Also verify that your speaker volume is turned up.