Manage Team Dialer Settings

As a SalesLoft admin, you have specific privileges to set up and manage your team's access to the dialer. You can provision and manage phone numbers from the Dialer tab in your Team Settings under the Communication section. 

In this article, you will learn about the components of the dialer settings, including:

• Provision Phone Numbers
• Assign Users a Phone Number
• Set a Teamwide Fallback Number
• Establish Call Recording Settings
• Call Recording Governance Restrictions
• Custom Dispositions and Sentiments

Provision Phone Numbers

In order to use the dialer, an admins needs to assign a provisioned phone number to each user. Provisioned numbers are supplied from SalesLoft’s third-party provider, Twilio. You are allowed to provision as many phone numbers as the total number of SalesLoft users you have (i.e., if you have 10 users, you may provision up to 10 phone numbers).

To provision phone numbers, follow these steps:

1. Go to the Dialer tab under your Team Settings.
2. If you have not previously agreed to the Terms of Service provided on the Billing Authorization prompt, click Agree to Account Billing and Activate Dialer to continue.
3. When the Provision a Number page appears, enter the area code you would prefer for the phone number you would like to provision. For example, if you are located in Atlanta you may want to assign your users a “404” provisioned number.
4. Hit Search Available Numbers.
5. A list of available phone numbers should appear. Select Choose this Number to reserve a number for your team's use. If numbers do not appear, phone numbers from that area code may be unavailable. Enter an alternative area code and click + Search Again. 
6. After you select a phone number, the number will appear in the Unassigned Numbers column within your dialer settings. Numbers will remain in this section until they are assigned to a specific user.        

Assign Users a Phone Number

Once you have provisioned the phone numbers for your team, you need to actually assign those numbers to individual users.

A list of your team members who have not been assigned phone numbers will be listed under Unassigned Users. Is a user is listed in the Unassigned Users section, they do not have access to the dialer.

Once you select a phone number for a user (aka, assign them a phone number), the user's name will appear under the Assigned Numbers column. 

To assign a phone number to a user, follow these steps:

1. Go to the Dialer tab under your Team Settings.
2. Under Unassigned Users find the name of the individual you would like to assign a phone number to.
3. Select + Assign.
4. A list of provisioned phone numbers will pop up. Pick a number for the user.
5. The provisioned number that you assign to a user will appear in the user's Phone Settings as their Assigned Number. 

Removing an Assigned Number

Admins can remove, or unassign, a number from a user. Why would you want to unassign a number from a user? Here are a couple of common reasons for removing a user's number:

• The user takes on a new territory: If you originally assigned a phone number for a specific state or region, and then alter where your rep is calling into, you may want to unassign their current number.
• The user leaves your organization: Businesses are constantly changing. If a user goes onto a different role or leaves your company, they no longer need their assigned number. Plus, once you unassign the number, you can assign it to a new hire that fills the role.

To remove a number, select the red Unassign icon next to the user’s name and number. The name of the user will now appear under Unassigned Users while the phone number will show up under Unassigned Numbers. 

Set a Teamwide Fallback Number

Each SalesLoft user sets up a forwarding number to receive callbacks from people they have reached out to using the dialer. But sometimes users forget or neglect to add their forwarding number.

This is where the fallback number comes to the rescue. By entering a fallback number under the admin dialer settings, returned calls that cannot find a forwarding number will still be directed to your company. 

To set your fallback number, enter your preferred number in the dialogue box under Fallback Number and hit enter. As a SalesLoft best practice, use a central line, like the front desk, as your fallback number.  

Establish Call Recording Settings

Call recordings come with their own set of conditions that need to be adhered to, from complying with company restrictions to state or country-wide call regulations.

With these regulations in mind, it's important for admins to control recording settings to best fit their team's needs while keeping in compliance with any mandates.  

Call Recording - Team Settings

To configure call recording settings across your team, follow these steps:

1. Go to the Dialer section within your Team settings. At the top of the page click on Call Recordings.
2. Use the toggle located below Enable Recording to enable/disable the ability to record calls for your entire team. 
3. Setting Team Recording Defaults gives your team flexibility to record or not record calls, with the default settings here. If the Team Recording Default is toggled off, call recordings will be disabled by default. Users can turn on the call recording by clicking the recording icon when they open the dialer. 

Call Recording - User Settings

Specific users may require different recording settings. For example, a new rep's calls should be recorded for training purposes. On the other hand, reps working in certain territories may be restricted from recording their calls.

To set call recording settings on a user basis, follow these steps:

1. Go to the Dialer section within your Team settings. At the top of the page click on Call Recordings.
2. Under User Settings, find the name of the user whose recording settings you would like to edit. 
3. Use the drop-down picklist next to the user’s name to set their individual settings:
   • Team Default: the user inherits the setting set under Team Recording Default.
   • On by Default: overrides settings and user has recording turned on.
   • Off by Default: overrides settings and user has recording turned off.

Call Recording Governance Restrictions

At SalesLoft, we understand that a general “one size fits all” recording setting doesn’t cut it. Specific territories, states, and countries have different laws when it comes to call recording. 

Recording governance rules can be set up based on area codes and international prefixes so they perfectly comply with specific territories.

Things to Note:

• An area code/international prefix can only be added to either One-sided recording or Do not record, not both.
• For questions related to acceptable practices for recording phone calls in certain regions, you should refer to your own internal compliance/ legal counsel to determine acceptable use cases. While we provide this feature, we do not have recommendations related to appropriate usability.

To set your call recording governance restrictions, follow these steps:

1. From the Dialer settings, select the Call Recordings tab. Below the user defaults, you will find Call Recording Governance.
2. In the first box, select US area codes or International Codes from the drop down menu.
3. In the second text box, add the area codes that will fit the restriction. You can add multiple area codes and separate them by commas. 
4. From the third box, use the drop down menu to choose your recording preference. You can select One-sided Recording or Do Not Record. Selecting One-sided Recording will only return the user's side of the call on the recording. Selecting Do Not Record will block the call recording for that code.
5. Click Add. The area code(s) will be added to the appropriate recording preference list. 

Custom Dispositions and Sentiments

There are two important things you want to know when a call is logged: (1) what happened during the call and (2) the outcome of the conversation. SalesLoft uses the Disposition and Sentiment fields to specify that exact information.

All teams start with the standard Dispositions and Sentiments. Admins with the Dispositions & Sentiments permission can edit or create dispositions and sentiments. 

Require Dispositions and Sentiments to Be Logged

Dispositions and sentiments are not required for users by default, which means they can be skipped (or easily forgotten). But failing to log these fields prevents you from gathering insights into your team’s call behavior, which can negatively impact call performances.

So, admins can make Dispositions, Sentiments, or both required on a call step or one-off call. Once call dispositions and/or sentiments are required, we will indicate for your users to set the field during call step or one-off call. 

Things to Note: When running a call step within a cadence, dispositions and sentiments are only required when someone is logging a call or "logging & completing. The "complete only" button will not require these fields since it does not log a call.

To require your users to log dispositions and/or sentiments on a call, follow these steps:

1. From your Team Settings, go to the Dispositions & Sentiments tab.
2. Choose the tab for Dispositions or Sentiments.
3. Click the checkbox to require the field be logged. 

Add or Delete a Disposition or Sentiment

Your dispositions and sentiments need to fit your business process. So, SalesLoft provides the ability to delete and create custom disposition and sentiments.

Things to Note: custom dispositions and sentiments are not currently reported on in SalesLoft analytics.

To add a new disposition or sentiment, follow these steps:

1. From your Team Settings, go to the Dispositions and Sentiments tab.
2. Select Dispositions or Sentiments at the top of the page.
3. Click the + Add button at the top of the list of dispositions or sentiments.
4. Type the name of your new disposition or sentiment.
5. Hit Save.

To delete a disposition or sentiment:

1. From your Team Settings, go to the Dispositions and Sentiments tab.
2. Select Dispositions or Sentiments at the top of the page.
3. Find the label you would like to remove. Hit the red Delete button to the right of the name.
4. A warning message will pop up to be sure you want to delete the item. Select Delete.

As a safety feature, you cannot delete the last remaining Disposition or Sentiment on either page, and the delete button will disappear when only one remains.