Setting Up Inbound
Below are the general steps to setting up Inbound calling with the PowerDialer.
Step 1: Obtain a valid phone number
In order for inbound functionality to work, the inbound call needs to first be routed to the InsideSales.com system. That means, that for any inbound number dialed by a prospect or known contact, except in the case of forwarding which is explained below, the number must be owned by InsideSales.com.
The InsideSales.com system provides three different options to get that number assigned and set-up:
- Forward: One option is to keep your existing number just as it is, but arrange with your telecommunications provider to forward calls to another number that InsideSales.com owns and will allocate to you. This new number would be hidden from your customers. Note that this isn't always the most recommended option, since adding another hop into the call routing could risk call quality.
- Transfer: Another option is to transfer your number to InsideSales.com. This means that InsideSales.com is the Responsible Organization (RespOrg) for that dialed number. This requires you have the current telecommunications provider that owns the number transfer it to InsideSales.com. That way you'll keep the same number and you'll have no extra telephone network hops.In the future, if you decide to stop using InsideSales.com you can have the phone number transferred to another phone carrier. This is a common practice, similar if you were to change cell phone providers and wanted to keep your phone number.
- Purchase: The third option is to start fresh with a brand new number provided by InsideSales.com.
Discuss the pros and cons of each option with your Customer Experience Manager to find the best fit for your situation.
Step 2: Setup routing configuration
Once the phone calls come into the InsideSales.com system, you need to determine how calls are routed to agents, what messages callers hear, failover times, etc.
If the call is to be routed to a group of agents: Refer to this article that describes all the options and features of call paths.
If a call is to be routed to 1 person as their Direct Inbound Number: Refer to this article that describes the setup and user configuration.
Step 3: Configure Inbound Company Settings
There are several Inbound Settings that can be configured in the "Manage Company Settings" link of the InsideSales tab.
Review this article for details on settings on relating calls, and allowing manual answer/ignore.