Manage General RingDNA Dialer Settings

This article defines each account-level RingDNA Dialer setting in Admin Console. Any change made to an account setting will be a global change and will apply to all users on the account. 

To manage account-level RingDNA Dialer Settings, log into the Admin Console, click "RingDNA Dialer" in the left hand navigation and select the RingDNA Dialer Settings navigation link. 

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After a setting change is made, click the Save button at the top of the page to apply the change to the account.mceclip1.png

 

Features

  • Call Rating -- Allow users to assign a rating to their call in Call Tools or when submitting a Call Report.
  • Call Disposition Prompt - Surface a prompt for users to log a Disposition after a call. 
  • Call Disposition Required
    • All - require Dispositions for all calls. 
    • Inbound- require Dispositions for inbound calls.
    • Outbound - require Dispositions for outbound calls.
    • None - do not require Dispositions for any calls. 
  • Manage By Team - Allow Dispositions to be assigned and managed by Team. Before enabling, please ensure Revenue.io Agents are assigned to Teams.
  • Multi-Match Settings:
    • Automatically Resolve Multi-Match - If a Multi-Match is detected, allow rignDNA to assign the call to the most recently updated Salesforce record. 
    • Require Agents to Select a Record - Require agents to select a Salesforce record to assign their call to if a Multi-Match is detected. 
    • No Multi-Match Required  - Do not require agents to select a Salesforce record to assign their call to if a Multi-Match is detected. 
  • Manage Call Dispositions -  Add, remove, or modify call Dispositions in Admin Console instead of Salesforce.
  • Append Transfer Info to Cold Transfer Target Calls - When a cold transfer occurs, add the Call Object Identifier of the call that initiated the transfer to the Task's Comments field. 
  • Caller ID - Display caller ID for incoming calls. 
  • Call Queue Check -  A legacy setting for Revenue.io call queues and should be left disabled
  • Call Timeout - The number of seconds inbound calls will ring in RingDNA before being sent to voicemail. If left blank, Revenue.io will use a default of 15 seconds. 
  • Max Hold Time (min.) - The maximum number of minutes a call can be left on hold. If the Max Hold Time is exceeded, Revenue.io will automatically end the call. If left blank Revenue.io will use a default of 240 minutes (4 hours).
  • Unavailable Flow - Instead of routing to the agent's voicemail, select a Call Flow to route callers to when an agent does not answer their direct call.  
  • Default Local Presence Flow - Select a call flow to route inbound calls made to Local Presence numbers. The Default Local Presence Flow will only be used if a Local Presence number receives an inbound call from a number it has not called before.
  • Click-to-Call Domain Blacklist- Enter domains and sub-domains where Click-to-Call functionality should be disabled. If a domain is entered in the Blacklist, Revenue.io will disable click-to-call for the domain's sub-domains as well. 
  • Marketing Lead Creation - Create a Lead record in Salesforce when an inbound call from an unknown number is made to a Marketing Call Tracking number. Applies only to users with Call Tracking enabled
  • Honor Do Not Call Or Email - Prevent users from making a call or email in RingDNA to records that have the Salesforce field, Do Not Call or Email marked as True. 
  • Create Lead on Multi-Match - Create a new Lead record in Salesforce when a Multi-Match scenario occurs. Applies only to users with Call Tracking enabled
    • Restrict to calls to smart numbers associated with a SFDC Campaign - Create a new Lead record in Salesforce when a Multi-Match scenario occurs and the number is associated with a Salesforce Campaign. Applies only to users with Call Tracking enabled. If Create Lead on Multi-Match is enabled this setting is on by default. 
    • Restrict to unanswered calls - Create a new Lead record in Salesforce when a Multi-Match scenario occurs and the call is unanswered. Applies only to users with Call Tracking enabled.
  • Create Tasks Early -Create the Revenue.io call Task at the beginning of the call instead of at the end. 
  • Add New Default -  Select the Salesforce record type (Lead or Contact) Revenue.io should default to when creating a new Salesforce record in RingDNA.
  • Enable Call Tools - Display Revenue.io Call Tools in RingDNA. Call Tools allows users to label calls with Dispositions, submit call ratings, log Call Notes, and access Call Notes Templates in RingDNA. 
  • Chatter Checkbox in Call Notes - Allow users to post Call Notes logged in RingDNA to Salesforce Chatter. 
  • Lead Status - Allow users to change a Lead record's Status in RingDNA.
  • Call Notes Templates - Allow users to access pre-configured Call Notes Templates in RingDNA. 
  • SMS Templates - Allow users to access pre-configured SMS Templates while writing an SMS in RingDNA
  • Stay Connected - Allow users to enable Revenue.io's Stay Connected feature in their RingDNA's Settings. 
  • Stay Connected Timeout - The number of minutes Revenue.io will keep the connection to a user's forwarding device alive when Stay Connected is enabled. If no value is entered Revenue.io will default to 5 minutes. 
  • Hold Music - Allows Admins to upload an mp3 file that callers will hear when placed on hold. 
  • Send Emails using Salesforce - When enabled, Revenue.io will send emails initiated in RingDNA from the user's Salesforce email address. This setting should remain disabled for any user who is sending email via Revenue.io's Exchange integration or Gmail integration.
    • Enable Lightning email templates - Allow users to access Lightning email templates in RingDNA when the Send Emails using Salesforce setting is enabled.
  • Phone Match Accounts - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Account Object. If a match is detected Revenue.io will display it in the caller ID. 
  • Phone Match Contacts - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Contact Object. If a match is detected Revenue.io will display it in the caller ID.
  • Phone Match Opportunities -  When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Opportunity Object. If a match is detected Revenue.io will display it in the caller ID.
  • Phone Match on External Phone Fields - When enabled, Revenue.io will match an inbound caller's number with an external Phone type field. If a match is detected Revenue.io will display it in the caller ID.
  • SOSL Search - When enabled, Revenue.io will query a user's Salesforce records using SOSL (Salesforce Object Search Language), a more updated search language than SOSL's predecessor, SOQL (Salesforce Object Query Language). For enhanced searching Revenue.io recommends that Admins enable this setting. 
  • Open Records in Sales Console - When enabled, Revenue.io will open records in Salesforce's legacy Classic Sales Console view as opposed to Classic or Lightning view. Recommended only for users who work out of Legacy Classic Sales Console.Please reach out to Revenue.io Support prior to enabling this feature.
  • Click-to-Call Reuse Task - When enabled, instead of creating a separate Activity, Revenue.io will write its call metrics and user notes to the open Task the Agent Click-to-Called from and automatically close that Task upon completion. 
    • Overwrite Existing Subject - When Click-to-Call Reuse Task is used, Revenue.io will overwrite the reused Task's Subject with Revenue.io's default Task Subject.
    • Keep Existing Subject - When Click-to-Call Reuse Task is used, Revenue.io will not modify the reused Task's Subject. 
    • Append to Existing Subject - When Click-to-Call Reuse Task is used, Revenue.io will append the reused Task's Subject with the rignDNA default Task Subject. 

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