Welcome to the DialSource Classic admin guide! This guide will walk you through what you need to know in order to configure and administer DialSource Classic in your Salesforce org. Below is a quick overview of what we’ll cover in this document:
Call List Creation
• Creating the Source Report
• Creating the Call List
- Phone Number Formatting
- Call List Details
• Dialing Mode
- Dialsource Mode
- Preview Manual
- Preview Auto
• Preserve Report Order
Advanced Post-Call Automation
• Example 1: Scheduling a follow-up Task
• Example 2: Send an Email
- Email Template
- Email Alert
- Sending and Logging the Email
• Additional Resources for the Salesforce Process Builder
Configuration Back to Top
These settings will be assigned during the initial implementation but may need to be re-visited at a later date. The following section summarizes the configuration details.
Network Access Back to Top
Located in Setup → Network Access, this section is required to allow your Salesforce instance to communicate with the DS Classic servers. Three IP ranges must be added:
184.108.40.206 - 220.127.116.11
18.104.22.168 - 22.214.171.124
126.96.36.199 - 188.8.131.52
DialSource Settings Back to Top
Located in Setup → Custom Settings, these settings grant users permissions within the Dialsource application.
There are six permissions to adjust within these settings. The first three are required for setup:
- Can Alter Contact Method - allows the user to edit their phone number
- Recommended for all users
- Recommended for system administrators only
- Recommended for managers as well as any users who will be creating their own call lists
The following three settings are only used for specific use cases. Do not check these boxes unless instructed to do so by a member of the Dialsource Support or Implementation teams:
- Custom VF Path Page
- Do Not Log Dialsource Activities
- Enable VF in VF Workaround
We recommend to set the Default Organization Level Value to match the users with the most restricted permission settings and granting additional access to users and/or profiles by creating additional settings in the lower section.
Page Layouts Back to Top
Several fields have been installed as part of the Dialsource package and will need to be added to the page layouts.
User Back to Top
For users, the User Page and the User Profile Page layouts need to be modified in order to allow the users to automatically populate their phone numbers rather than manually entering the phone number every time:
Two fields need to be added:
- DialSource Phone Number
- DialSource Other Contact Method
Task Back to Top
The Task Page Layout needs to be modified to contain call information:
Four fields need to be added, pictured below as they’ll appear on the Page Layout edit screen:
- Call Duration (standard Salesforce field)
- Dialsource Dispositions
- Dialsource Call List Name
- DSRecordingURL (Salesforce Enterprise and above only)
Leads, Contacts, Accounts, Opportunities, and Custom Objects (Salesforce Enterprise and above only) Back to Top
The Page Layout for Leads, Contacts, Accounts, Opportunities, and custom objects (if purchased) must be modified to contain the DS Classic “system fields.” The “system fields” automatically update each time a record is Dispositioned and can be used to trigger advanced post-call automation. Be sure to modify all relevant Page Layouts.
Four fields need to be added, pictured below as they’ll appear on the Page Layout Edit screen:
- DS Last Disposition
- DS Date of Last Dispo
- DS Total Call Count
- DS Last Call List Name
Dispositions Back to Top
Locate the Dialsource Dispositions field in Setup → Activity Custom Fields to create new Dispositions.
The field type is Picklist, and each active picklist value creates an individual Dialsource Disposition.
Each Disposition name should be shorter than 40 characters in length and contain no punctuation or special characters. For additional information on Disposition configuration, see the Disposition Logic section.
Dialsource Configuration Back to Top
Click the “Dialsource Configuration” button at the top of Manage Call Lists to access the configuration menu:
The button will only appear to users who have the “Can Configure Dialsource” permission.
User Licensing Back to Top
Clicking the User Licensing button will take you to the User License Management screen. All users eligible for licenses will appear in the left hand column:
Move all licensed users to the right hand column and click Save. If the number of users in the right hand column exceeds the number of available licenses, the licensing will not save.
If a user who needs access doesn’t appear in the left hand column, have them click on the Your Call Lists tab and refresh the page, they will appear. If the “Login as User” permission in Salesforce is granted, an admin who has logged in as the user can click on the tab on their behalf.
Once licensing is saved, click on the Manage Call Lists tab to return to call list management.
Salesforce Account Configuration Back to Top
The Configuration Account is used to update call lists, log non-productive calls from the multi-line Dialsource mode, and log session time.
This can be any user in your Salesforce org with system administrator credentials. When the user’s password is updated in Salesforce, be sure to enter the updated password in Dialsource Configuration as well.
Caller ID Setup Back to Top
In this section, you’ll create Caller IDs that can be assigned to call lists. You can create as many as you need.
To create a new caller ID, click the “New” button to open the caller ID creation screen. The Label is for internal reference only and will not display to the prospects anywhere. The Phone Number must be entered without any formatting, formatting will automatically be applied when the Save button is clicked.
DNC Setup Back to Top
This feature is no longer in use. Leave it as it is.
Disposition Groups Back to Top
Disposition groups create an easy way to assign only relevant Dispositions to a call list. For example, Dispositions specific to Tasks could be used only on call lists built on the Task object.
Disposition Logic Back to Top
Disposition logic can perform a number of automated actions without the need to write code or construct a workflow rule. To add a line of logic to a Disposition, click the blue “Add” button next to the Disposition’s name. Each Disposition can have multiple lines of logic:
Recycle Back to Top
Recycle time is the amount of time that will need to elapse before a record that has been Dispositioned will be available to dial again. The recycle time will place a time stamp on the record’s phone number (stored on the back end) and the record will be ineligible to dial until the specified amount of time has elapsed. Once the time has elapsed, the record will be eligible again provided it is still in the call list. If a record is removed from the call list before the recycle time elapses, the record will be out of the list and will not be dialed again:
Notes Back to Top
To add notes, the Disposition first needs to have at least one line of logic assigned to it. Once the line of logic is saved, edit it and the “Req. Desc.” box will become available. Check this box and the Disposition will automatically open a text box for notes when clicked.
Field Updates Back to Top
Dialsource can perform field updates on Leads, Accounts, Contacts, Tasks, and Opportunities:
To update a field, select “Field Update” under the Action drop-down menu, the field you wish to update under the “Sub-Action” menu, and enter the new value for the field in “Value.” Click “Save” to save the line of logic:
You can add multiple lines of logic to each Disposition, even having those different lines apply to different objects in Salesforce:
The drop-down menus cannot be used to perform automation on custom objects. To perform automation on custom objects, custom code will be required. This functionality requires Salesforce Enterprise Edition or higher.
Call List Creation Back to Top
To create a call list, a user needs the permissions “Can Manage All Call Lists” (Dialsource permission) and “Export Reports” (Salesforce permission).
Creating the Source Report Back to Top
Before you can create your call list, you’ll need a source report. The following example will be based on the Lead object, but the same best practices apply to all objects in Salesforce.
Under the “Show” drop-down menu, select “All Leads.” This is because when call lists are updated, the reports are run under the Configuration Account’s settings. If creating a call list of Leads owned by a specific user, use filter logic to assign ownership:
Filter out records where the Phone field is blank; records without a phone number will be excluded on call list creation:
For a Leads report, also add the filter “Converted equals False.” This will remove converted Leads from the report.
After these basic filters are applied, apply any additional filters to ensure that only the desired records are included in the report. Once all the appropriate filters have been applied, it’s time to format the report:
The report must be in Tabular format. The first column should be the Lead ID (substitute the correct Object ID for other objects in Salesforce). The second column should be the phone number. After that, additional columns should be added to provide relevant information about the records in the report.
DialSource Classic begins dialing from the BOTTOM of the report, so be sure the report is sorted to put the highest priority records at the bottom of the report.
Run the report to be sure it contains all the correct records, then save the report in a public reports folder. The Dialsource Reports folder will work; you can also create a separate Call Lists folder provided the folder is public.
Be sure to give your report a unique Report Name. Salesforce will allow multiple reports to be saved with the same Report Name provided that the Report Unique Names are different, but for ease of locating the correct report, make sure that each Report Name is unique.
Creating the Call List Back to Top
Now that you’ve got your report, click the “Create New Call List” button in Manage Call Lists:
Call list creation will show two options: Load From Report and Load From View. For best results, use the Load From Report option, as call lists created using the Load From View option can’t be updated or modified.
Select your source report from the drop-down menu. If you have a large number of reports, you can type in the text bar to filter by report name. After you confirm the correct report, click “Continue.”
You’ll be sent to the call list creation menu. Steps 1 and 2 are already complete.
For step 3, select the Phone field. Only one Phone field can be selected.
For step 4, you can multi-select up to 5 Popup fields. The Popup fields load above the Salesforce record to give the user a quick overview of who they’re talking to.
Give your call list a name. Keep the name shorter than 40 characters and don’t use punctuation or special characters. Select a Caller ID (see above for how to create one) and click “Get Report.” Once the page refreshes, scroll up to the top of the page:
The next screen shows how many records have been loaded and how many have been excluded:
A record can be excluded for the following reasons:
- Phone field is blank
- Phone number is international
- Record appears multiple times in the source report (the record will be included once)
- Phone number is incorrectly formatted
Clicking “Back to Management” will return you to the Manage Call Lists tab, where your new call list will be ready. Click the name of the call list to be taken to the call list details:
Phone Number Formatting Back to Top
A correctly formatted phone number has ten (10) digits and no punctuation other than periods, hyphens, parentheses, or a plus sign. Since Dialsource Classic only dials the United States and Canada at this time, the country code (+1) is optional. Valid examples include but are not limited to:
- (555) 867-5309
- +1(555) 867-5309
An extension should be appended using letters:
- (555) 867-5309 x123
- (555) 867-5309 ext.123
Call List Details Back to Top
Call List Details displays statistics for the call list as well as a link to the source report. Call List Access allows you to grant users access to the call list. Once the checkbox next to a user’s name is checked, the call list will be available to the user when they click on the Your Call Lists tab.
A Disposition Group can be assigned from the drop-down menu. If no Disposition Group is assigned, individual Dispositions can be set to be visible or hidden. By default, all Dispositions are visible.
DNC, as mentioned above, should be left as is.
Calling Start/Stop Times designate a window of time during which each record is available to dial. The record’s availability is calculated based on the local time associated with the phone number’s area code. If the local time is within the calling start/stop times, the record will be available to dial.
Dialing Mode Back to Top
Three dialing modes are available. By default, Dialsource mode will be selected, so be sure to always select the appropriate dialing mode for each list.
Dialsource Mode Back to Top
A smart multi-line dialing mode that calculates the number of lines to dial out based on the number of users connected to the list and the connection rate. The algorithm maximizes the connect rate and minimizes the dropped call rate. This mode is best for large lists with large number of users where the connection rate needs to be maximized but no specific preparation needs to be done before calling anyone on the list.
Preview Manual Back to Top
One record at a time loads on the screen. The user clicks the Dial button to dial the record. This mode is best for lists where the user will need to review the Salesforce record in detail before calling the person.
Preview Auto Back to Top
One record at a time loads on the screen. The Dial button is already pressed and the record’s phone will start ringing as soon as the record loads. This mode is best for lists where the user will need to know who they’re calling before they call them, but won’t need a lot of time to prepare for each call.
Preserve Report Order Back to Top
With this feature enabled, Dialsource will start at the beginning of the list every time the list updates. It will skip records that are currently ineligible to dial due to Recycle time or being outside the call list start/stop times, but with those exceptions it will start at the beginning every time. This feature is used when the report is sorted so that the highest priority records are at the bottom of the report so they’ll always be called first. If the feature is not enabled, Dialsource will use its default call list settings which prioritize records that have not been dialed in that list over records that have been previously dialed in that list.
Advanced Post-Call Automation Back to Top
Advanced post-call automation is available in Salesforce Enterprise and above by utilizing the additional functionality on Leads, Contacts, Accounts, and Opportunities (can also be customized for custom objects).
The recommended way to perform advanced post-call automation in Salesforce is to use the Salesforce Process Builder. Create one Process per Salesforce object. This example will use the Lead object. Give the Process a name and set it to start when a record changes.
Select the object and start the process when a record is created or edited:
Each Disposition will correspond to a single action group (diamond) in the Process.
The criteria are defined by two of the fields that Dialsource automatically updates: DS Last Disposition and DS Total Call Count. They are entered as:
- DS Last Disposition EQUALS String [Disposition Name]
- DS Total Call Count Is changed Boolean True
The logic behind this is that when the Disposition name is recorded and the call count changes, the actions associated with the action group will fire.
Example 1: Scheduling a follow-up Task Back to Top
One common use of advanced post-call automation is to have a Disposition automatically schedule a follow-up Task. To create a Task, click “Add Action,” and select the Action Type “Create a Record.” Give the action a name and select “Task” from the Record Type dropdown.
To assign the task to the rep who clicked the Disposition, set the “Assigned To ID” field as a Reference (rather than an ID) value, then select “Last Modified By ID.”
To relate the Task back to the Lead where the Disposition was recorded, set the “Name ID” field as a Reference, then select “Lead ID.” (NOTE: “Name ID” applies to Leads and Contacts. For all other objects, use “Related To ID” instead.)
To set the Due Date, select “Due Date Only” for the field and select “Formula” for Type. Click “Build a formula…” to open the text box below to build the formula. Click “Use this Formula” to assign the formula to the field.
Once all necessary fields (especially all fields marked Required in Salesforce) for the Task have been assigned, click Save to save the action.
Example 2: Send an Email Back to Top
Another common use of advanced post-call automation is to have a Disposition automatically send out an email to the prospect.
Email Template Back to Top
The first step is to create an email template in Salesforce. Email templates can be created in Setup > Communication Templates > Email Templates.
When creating the email template, be sure to include user information at the bottom, as the user’s email signature will not be added to the end of the template:
Email Alert Back to Top
Once the email template is created, then create an email alert in Salesforce based on the template. Email alerts are created in Setup > Create > Workflow & Approvals > Email Alerts.
Once the email alert is saved, it will be available to use in the Process Builder.
Sending and Logging the Email Back to Top
To send the email, click “Add Action” and select the Action Type “Email Alerts.” Give the Action a name and search the Email Alert text box for the relevant Email Alert:
Emails sent via the Process Builder aren’t automatically logged in Salesforce, so to log the email we’ll need to create a Task, repeating the same basic steps described in Example 1:
Be sure to mark the Task status as Completed, otherwise this will create an open Task for the agent. Since the Task is logging as Completed, no Due Date is required.
Follow these same basic steps to create automation for any other Dispositions as needed.
A Process for multiple Dispositions will show each Disposition assigned to a single Action Group; each Action Group may be associated with one or more Actions:
When your Process is complete, click the blue “Activate” button to activate the Process in Salesforce:
Once a Process has been activated, it can’t be modified. To make changes to an active Process, Clone the Process as a version of the current Process, make whatever modifications are necessary, and activate the new version. The old version will be deactivated automatically:
Additional Resources for the Salesforce Process Builder Back to Top
Process Builder Quick Start Guide on Salesforce Trailhead: https://trailhead.salesforce.com/en/projects/quickstart-process-builder
Salesforce Technical Library:
Summary Back to Top
This concludes the DialSource Classic admin and manager guide. If you have any further questions, contact your Customer Success Manager or email@example.com.