Welcome to DialSource! This new user guide will walk you through the basics of setting up your user account, adjusting your settings, and connecting to a call list in order to begin dialing more efficiently than you’ve ever dialed before.
If you want to find specific topics, clicking the name of the section in the table of contents will take you there. Otherwise, read on!
Let’s Get Started
When first starting DialSource, you should become familiar with the Your Call Lists Tab. The DialSource Call List Access screen is located in the new tab in Salesforce.
It contains three sections:
- Call Lists
- Your Contact Information
- Your Recordings
The Call Lists section contains the following info:
- Dial Button Connects you to a call list.
- Call List The name of the list.
- Available Numbers Numbers currently available to dial on the list. This will vary based on the time of day and how much time users have already spent dialing that list.
- Percent Dialed A metric that tracks how many calls have been made on the list.
- Created Date The date the list was created.
- Updated Date IMPORTANT! Make sure the date in this column reflects today's date. If it is another date, contact your Salesforce administrator.
- Last Dialed The last time anyone connected to the call list.
- Phone Numbers The total number of records in the list.
Your Contact Information
In Your Contact Information you will see two phone numbers:
- DialSource Phone Number
- DialSource Other Contact Method
These are the “Leg A” phones you will designate to connect to DialSource, to start your dialing sessions.
To update both these fields:
Click on your Username in Salesforce, and use the dropdown menu to select My Settings.
Click Personal to expand options,
- Click Advanced User Details
- Locate the DialSource Phone and DialSource Other Contact Method fields
- Enter your direct line
- Optional: enter a 2nd, alternate phone number, to use
Your Recordings can store up to 20 pre-recorded voicemail messages.
To create a new voicemail recording:
Click on the New button.
This will lead to the New Recording screen. Name the new recording. Use only alphanumeric characters (A-Z, 0-9) and spaces. Avoid special characters and punctuation.
To record the message:
- Click Go
- The phone selected in Contact Details will ring.
- The call will play a prompt.
- Record your message message.
- Then hang up or press the pound (#) key
Repeat as many times as necessary. The newly created recording(s) will appear in the Your Recordings section of the Your Call Lists tab.
Connecting to a Call List
To connect to a Call List, click the Dial button next to the list's name:
This will then bring you to the Call List Connection Settings:
Confirm that the phone number is correct, select the music station, and click the Go button.
The phone previously entered in the Contact Details field will ring. Answer this call. Music will play on the other end (unless No Music) is selected.
With this call, the audio connection to DialSource is established. Stay on this call until the end of the dialing session.
Now that you're connected to DialSource, you will see the dialer interface.
You will remain connected to DialSource until you hang up your phone or click the Agent Hangup button.
Dispositions are customizable to fit each company’s specific sales process. Selecting a disposition will log the call and send the user on to the next record on the call list. The dispositions below are for example purposes.
The Preview Popup Fields below the dispositions and call controls are pulled from fields on the Salesforce object. Below the popup fields, the entire Salesforce record loads. This is a live reflection of the Salesforce record and can be interacted with normally.
Current Call: The call controls are in this section.
- Hold: put the call on hold.
- Dial: calls the prospect. Change to Hang Up when clicked.
- Hang Up (not pictured): hangs up the call to the prospect. Changes back to Dial when clicked.
- Agent Hangup: hangs up the call to your phone, ending your dialing session.
Leaving a Message
When reaching a prospect's answering machine, the user has the choice to either leave a personal voicemail on the spot, or utilize a Pre-recorded Voicemail Drop.
To leave a pre-recorded voicemail:
- Select the desired recording from the dropdown menu.
- Click the Go button.
- The prospect's answering machine will cut off and the dialer music will resume.
Although the call ends, DialSource is listening to the prospect's answering machine, waiting for the beep, and will then play the recording.
Once the music starts up again, select the appropriate disposition and you'll move on to your next call as normal.
Conference & Transfer
While on a call with your prospect/lead, any other phone number can be conferenced in by typing the phone number into the Conference box.
If the party being conferenced has their phone number saved in a Salesforce User Profile, their name will auto-populate, as in the screenshot above.
Click the Go button to place a call out to them. All three parties will now be conferenced in together: Agent, Lead/Prospect, and Third Party (herein referred to as the Closer).
You may then proceed to introduce the Prospect to the Closer.
To transfer the call:
After doing the above steps for a conference call, select the appropriate disposition WITHOUT clicking Hangup. The Agent will be sent on to the next record on the call list, while the Prospect and the Closer will remain on a call together.
The System Status section contains a clock that shows the dialing session time and a link to report a bug.
If anything unusual happens within the dialer, such as a strange error message or poor call quality, click the Report a Bug link.
Doing so will open the Report Bug form in a new tab:
In the description box, provide a brief description of the problem, such as “Person could not hear me,” or if you see an error message, copy and paste the error message.
Be sure to report the bug before disconnecting from DialSource. Doing this will cause the bug report to automatically send cached metadata to DialSource support, which will make it easier to identify and fix the problem.
Filing the bug report automatically opens a support ticket in our ticketing system. A member of the support team will contact you for any additional information we need in order to fix the issue.
Thank you for taking the time and effort to learn DialSource Classic. You now have the know-how to utilize the dialer to the fullest extent. The DialSource team is confident your performance and efficiency will increase, while reaching out to prospects.