- DS Management --> Inbound DIDs Tab: The Main Setup Interface
- Adding New Inbound Phone: Configuring New Line
- Editing Inbound Line Settings After Creation
- Using Existing Phone Line: Forwarding DS Inbound Line
- Designating Who Gets the Calls: Specific Agent or Group
- Adjusting How Long to Offer a Call to an Agent
- Adjusting How Long the Caller Should be On Hold
- Offering a Call to the Record's Owner: Intelligent Routing
- Serving Calls to Backup Agents or Groups: Failover Group
- Inbound Groups: Disposition Sets & Adding Line to Call Queues
- Inbound Queues: Many Lines to One Queue
If your organization has opted for the Inbound functionality, the inbound phone number(s) will be provisioned for your team, by DialSource.
The DialSource Implementation team will assist in the configuration of these phone numbers, to ensure that your team has a smooth adoption period, as well as the necessary training.
However, there will be times where you will find a need to make some adjustments after the initial configuration. Such examples include: switching agents in and/or out of Agent Groups so they can be offered the most suitable calls coming in, or adjusting the failover options in case the primary agent(s) are not available to take an incoming call.
This guide will serve as a reference on
- How to configure additional inbound lines you request for after the initial work done by DS Implementation.
- How make various changes to the workflow of your inbound calling.
DS Management --> Inbound DIDs Tab: The Main Setup Interface Back to Top
It all starts here. Access the Inbound tab from DS Management. It is the phone icon on the sidebar--usually the last subtab listed.
You can view info of your inbound line at a glance from here. If you have more than one Inbound line provisioned, each one will be listed.
The actual inbound phone numbers are given to you by DialSource (we set up the line on our back end system). Your job afterwards will be to make sure it is added in properly on your Salesforce interface.
Adding New Inbound Phone: Configuring New Line Back to Top
Once you have the number, you can set it up to work in your Org by clicking the New button which can be found near the top right of the interface. This will pop out a box to add this new line and some settings:
The actual phone number must match what was provisioned for you. But, every other setting here can be adjusted after the initial Add.
A brief description of the different fields:
- Inbound Phone Number: The number provisioned. It is the phone number which your prospects will call to reach you.
- Agent Timeout: The amount of time a caller will present to each agent before moving to the next available agent.
- Hold Timeout: The amount of time a caller can spend on hold before being sent to Rollover Mode.
- Rollover Mode: What happens after the Hold Timeout expires. At this time, sending the call to Voicemail is the only option selectable.
- Rollover Destination: Voicemail messages left by callers are sent to this email address.
- Voicemail Greeting Recording: Select your pre-recorded Voicemail greeting.
- Inbound Greeting Recording: Select the message which initially plays for your inbound prospect trying to reach you.
Editing Inbound Line Settings After Creation Back to Top
Below are some tips on adjusting different aspects of your Inbound Phone line.
Using Existing Phone Line: Forwarding DS Inbound Line
We know a Caller can reach you by dialing the Inbound phone number directly. But what if you already have an existing number for business? The solution is simple: forward your exiting line to the DialSource line.
Also, if your company line has an IVR or phone tree, map the corresponding choices which your callers navigate, to the DialSource line. As an example, pressing 1 for Sales should go to your DialSource line, 2 for Support for a different DialSource line, and so on.
Your internal IT team can help you adjust this once the DialSource line is configured.
NOTE: If you receive incoming calls on the same phone that you use to connect to DialSource, you will need an alternate number to connect. DialSource connects to each user's desk phone by placing a call to that phone, which the user then answers. Forwarding a user's desk phone to a Denali inbound line will also forward the initial connect call, barring the user from connecting.
Designating Who Gets the Calls: Specific Agent or Group Back to Top
Now that you have the Inbound Line, you must determine who on your team will receive the calls to that number.
You can have one specific agent's phone ring, so it is essentially his "direct" line. Or, you can have it ring to multiple agents, by way of an Agent Group (Agent Groups are set up on a separate sub-tab, also in DS Management).
After clicking the Edit button, toggle between Agent and Group to select among the two dropdown options.
And that is how you assign inbound lines to your desired team members.
Adjusting How Long to Offer a Call to an Agent Back to Top
Agent timeout is measured in seconds and assigned from the drop-down menu. Callers will serve to the agent with the greatest idle time first, then round robin to the next available agent if the agent doesn’t answer the call before the designated time elapses.
Adjusting How Long the Caller Should be On Hold
Hold timeout is measured in seconds and assigned from the drop-down menu. This limits how long callers will wait on hold before being sent to Rollover.
This is what happens to a call if the caller hits the Hold Timeout limit without their call being answered. Currently, Voicemail is the only available option.
If a caller leaves a voicemail, the voicemail message is sent as an audio file attachment to this email address. Double click the email address to enter a new address, and press Enter to save.
Offering a Call to the Record's Owner: Intelligent Routing Back to Top
Click the switch to enable Intelligent Routing. If a caller’s phone number is associated with a single record in your Salesforce org, that caller will automatically be delivered to the record owner. If the phone number isn’t present or is associated with multiple records, the record will be delivered normally.
Options Back to Top
Click the “Options” button to open the Options menu. Here you can select a Voicemail Recording (plays when the caller reaches voicemail), an Inbound Recording (plays when the caller first calls in), and decide whether the calls will play a ringing sound when they are presented to the agents.
Serving Calls to Backup Agents or Groups: Failover Group Back to Top
You can set up to 3 Failover Groups in this section.
If the agent or group assigned in Agent Group is not available, the call will be passed to each Failover Agent/Group in succession until either the call is answered or the caller reaches the Hold Timeout.
Inbound Groups: Disposition Sets & Adding Line to Call Queues Back to Top
Inbound Groups allow you to assign a Disposition Group, add the inbound line to an Inbound Queue that includes multiple inbound lines; and set the banner text and color. Click the Save button to save your changes.
Inbound Queues: Many Lines to One Queue Back to Top
Inbound Queues allow for specialized use cases by associating multiple Inbound DIDs with an Inbound Queue. Most clients will not need this feature, so don’t use it unless instructed to do so by a member of the Dialsource Support or Implementation teams. If you’re not sure if this applies to you, you can also contact your Customer Success Manager.
Click the “New” button to create a new Queue, then give the Queue a name, banner color, and agent group. Assign one or more Inbound DIDs to the Queue. If desired, assign a disposition group.
When an agent is presented with an inbound call from a DID that’s associated with an Inbound Queue, the Queue banner will display above the DID banner.