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Admin GuideConfigurationPowerDialer

Telephony Requirements

By September 12, 2019No Comments

Telephony Requirements

Ensure that your organization has the basic, required telephony configuration for PowerDialer

Overview

PowerDialer requires some basic telephony infrastructure before it can start transforming your users sales calls for the better. Below are the configurations that you can check with your telephony expert.

Phone System

Powerdialer must have a DID (Direct Inward Dialing/Direct Inbound Number) in order to function. This makes sure that the sales rep gets the call directly instead of stopping at a phone menu or an extension request.

Since InsideSales.com does not provide DIDs and direct SIP integrations are not available, so it is highly recommended to have this worked out within your organization prior.

Here is a handy table of supported telephony configurations to review:

Configuration Supported?
On-premise PBX with DID ✓
On-premise PBX with no DID ✗
Cell Phone ✓
Soft Phone / Virtual PBX with dedicated network connection for SIP calls ✓
Soft Phone / Virtual PBX with no dedicated network connection for SIP calls ✗
Direct SIP Integrations ✗
Note: Some phone providers experience call quality issues that InsideSales.com cannot troubleshoot. If you are experiencing call quality issues, InsideSales.com highly recommends using an On-premise PBX with DID.

How PowerDialer Makes Phone Calls

InsideSales.com uses a 2-leg system for reps calling clients.

  1. When you click Dial, PowerDialer calls your phone
  2. When you answer your phone, a successfully connected message is sent to PowerDialer (Agent Leg Connection)
  3. PowerDialer receives that code and connects with your prospect (Client Leg Connection)

To a PBX system, all traffic/calls are considered inbound calls. For this to work properly and ensure smooth call functioning, it is vital that your inbound call concurrency is able to support an open inbound call connection for all reps.

Phone Number Formatting

Another requirement to review for Powerdialer use is the phone number formatting. PowerDialer requires that phone numbers match the E.164 standard. You can go over this phone number formatting with your telephony/PBX expert but chances are, the phone numbers in your Salesforce organization are already correct.

  • E.164 is an international numbering plan for public telephone systems
  • Each assigned number contains a country code (CC), a national destination code (NDC), and a subscriber number (SN).
  • There can be up to 15 digits in an E.164 number.

Network Configurations

Finally, an active internet connection is required because InsideSales.com is a SaaS (software as a service) model. In addition, InsideSales.com uses websocket technology, so InsideSales.com connection must be allowed through your network firewall(s).

  • E.164 is an international numbering plan for public telephone systems
  • Each assigned number contains a country code (CC), a national destination code (NDC), and a subscriber number (SN).
  • There can be up to 15 digits in an E.164 number.
Item Note
Websocket Ports Traffic must be allowed through ports 80 and 443 on any proxy servers or firewalls
Outbound TCP Traffic Ports 9900-9999 must be open

International Considerations

As a final note, PowerDialer integration supports reps who are located in the U.S. and Europe. Calls will originate from the telephone center nearest to the rep.

InsideSales.com PowerDialer is only available in American English and is not localized for any other locations or languages.

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