How Calls Are Made Video

Connecting the Agent & Prospect

1 - When you place a call, the InsideSales.com system will first connect with YOU, the Caller (Rep/PowerDialer user). 

2 - When the Caller (PowerDialer user) picks up the incoming call from InsideSales, this establishes what is called the "Agent Leg".

3 - InsideSales will now call out to the prospect/record. When they answer the call this establishes the "Client Leg".

At this point the Caller, Callee, and InsideSales are connected

Changing your Agent Number in PowerDialer 

Your agent phone number will default to the phone number found in your Salesforce User Profile. To view this number, or to change it, click on your name in the top of your Salesforce window and go to: My Settings > Personal > Personal Information. On this page you can view or change your number. When you finish press Save and return to your original page. 

If you want to adjust your Agent Number temporarily, on the Dialer, click on the three dots in the top right corner and go to Settings > Change your station phone > Apply.

As a reminder, ensure that your number:

  • Is a direct phone number (no extensions)
  • Meets e.164 phone number standards
  • Does not have call forwarding enabled

Disconnecting your Agent Connection

Sometimes the agent connection can get stuck. This is when the InsideSales system thinks that you are connected and ready to make a call to the prospect, but actually you are not.

  1. To disconnect in the PowerDialer Window go to PowerDialer Settings > Agent Leg Status
  2. The "Disconnect Agent Leg"
  3. You can then re-initiate the call to your prospect.
  1. To disconnect when using Click-to-Call, click on the three white dots
  2. The "Reset Agent"
  3. You can then re-initiate the call to your prospect.

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