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Presets

Presets are pre-made settings which can be used to instantly configure objects like call settings, call queues, smart routers, voice menus, schedules, triggers, smart dialers and tracking sources within your account. Agency administrators can create presets in any account within their agency. These settings will be available for use by account admins in any account within the agency.

The Preset features are:

Call Settings

Name

Description

Inbound/Outbound Recording with Greeting Message All Inbound and Outbound Calls will be recorded with greeting
No Call Recording|No Greeting None of your Inbound or Outbound calls will be recorded. No greeting will be played
Inbound|Outbound Recordings with Source Whisper Message and Greeting All Inbound and Outbound Calls will be recorded with greeting
No Call Recording|No Greeting With Source Whisper Message None of your Inbound or Outbound calls will be recorded. No greeting will be played
Inbound Call Recording with Greeting Message Only Inbound Calls will get recorded with greeting
Inbound Call Recording without Greeting Message Only Inbound Calls will get recorded, no greeting
Inbound|Outbound Recording without Greeting All Inbound and Outbound Calls will be recorded without greeting
No Call Recording|With Greeting None of your Inbound or Outbound calls will be recorded. Greeting will play
Enhanced Security – In/Out Recording | with Greeting Encrypted recordings with Transcription and PCI/SSN redaction.

Call Queues

Name

Description

Round Robin Softphone Queue Retry Busy Agents|First In First Out enabled
Simultaneous Softphone Queue Retry Busy Agents|First In First Out enabled
Round Robin-Cell Phone-Queue First In First Out
Simultaneous-Cell Phone-Queue First In First Out
Round Robin Softphone Queue-Fast No Answer Routing Retry Busy Agents|First In First Out enabled
Simultaneous Softphone Queue-Fast No Answer Routing Retry Busy Agents|First In First Out enabled

Smart Routers

Name

Description

Canadian National Holiday Router 2021 Suggested Canadian National Holidays based on a 9am start time
US Federal Holiday Router 2021 US Federal Holiday based on a 9am start time
Schedule Routing Route Based on Specific Schedules

Voice Menus

Name

Description

Voicemail Allow the caller to leave a message
One Department Routing with Spam Deterrent Sends Robo Callers to Hang up. (Regular Routing setup required)
Two Department Routing with Spam Deterrent Sends Robo Callers to Hang up. (Regular Routing setup required)
Three Department Routing with Spam Deterrent Sends Robo Callers to Hang up. (Regular Routing setup required)
Voicemail w/ English(US) Transcription Allow the caller to leave a message w/ transcript for email notification purposes.
Conference Room Allow callers to join a live conference call with an agent as moderator (agents join from the softphone)

Schedules

Name

Description

Standard Weekend Schedule M-F 9am to 5pm (adjust time zones)
Standard Work Week Schedule Weekend Routing (adjust time zone)
Overnight Schedule Adjust Time Zone As Needed – This example covers 5 PM through 9 AM the next day.

Triggers

Name

Description

Missed Call – Apply Tag Automatically tag your phone calls when they are missed.
Forward Text Forwards Text Messages to SMS capable phones
New vs. Repeat Tagging Tagging Repeat or New Callers
Missed Call – Send to Smart Dialer Automatically send Missed Calls to Smart Dialer
In Progress Activity has Exceeded Time Limit: 1 of 3 Tags an activity as an “in progress activity”
In Progress Activity has Exceeded Time Limit: 2 of 3 Tags an activity as an “in progress activity”
Salesforce Leads and Opportunity – Calls Inbound and Outbound Calls – Create Tasks and Leads with leads, accounts and contacts
In Progress Activity has Exceeded Time Limit: 3 of 3 Tags an activity as an “in progress activity”
Salesforce Leads, Accounts and Contacts – Calls Inbound and Outbound Calls – Create Tasks and Leads
Salesforce Leads and Opportunity – Text Messages Inbound Text Messages
Salesforce Leads and Opportunity – Forms Forms- Leads and Opportunity
Salesforce Leads, Accounts and Contacts – Texts Outbound Texts – Create Tasks and Leads with leads, accounts and contacts
Salesforce Leads, Accounts and Contacts – Texts Inbound Texts – Create Tasks and Leads with leads, accounts and contacts
Salesforce Leads, Accounts and Contacts – Forms Forms – Create Tasks and Leads with leads, accounts and contacts

Smart Dialers

Name

Description

Missed Call- Dial Agent First  Callback Missed Callers, schedule and frequency enabled
Missed Call- Dial Contact First  Callback Missed Callers, schedule and frequency enabled
Missed Call- Dial Contact First|Broadcast Mode  Callback Missed Callers, schedule and frequency enabled

Tracking Sources

Name

Description

Google Organic
Google Ads
Facebook
Twitter
YouTube
Bing Organic
Bing Local
Bing Paid
Yahoo Organic
Yahoo Local
Direct
Referral
Television
Radio
Print
Email
Website
CAKE
Ad Extension
Facebook Paid
Accelerated Mobile Pages (AMP)
Facebook Page
Multi-Organic Search
LinkedIn Paid
LinkedIn Organic
Google My Business

Creating a New Preset

When creating or updating a record that supports presets, like a tracking source or a notification, you will see a Use as a preset option at the top of the page.

Toggle the switch to ON and click Save Changes, and the settings saved for that object can now be used as a preset across all accounts in that agency. Presets appear in the object lists with a icon next to their name, and can be used by clicking the Preset button at the top of the form.

While presets can be created in any account, we recommend having one account that stores all of your presets so it is easier to find.

 

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