Expanded Dialer Manual

TrojanProfessional.InsideSales.comDialing Platform Expanded User GuideExpanded IS.Com Manual clintd Rev 2/4/2015 Page 1 of 15

TrojanProfessional.InsideSales.com1 Contents:1 Contents:__________________________________________________________ 2Overview ____________________________________________________________ 3Overview ____________________________________________________________ 31) Login __________________________________________________________ 32) Login Options__________________________________________________ 3 a) Dialer Login _________________________________________________ 3 b) General Login________________________________________________ 43) Dialer__________________________________________________________ 5 a) The basic call handling steps: ________________________________ 54) Search________________________________________________________ 10 a) Search Methods ____________________________________________ 105) Status/Notes (Entry, Saving, Final Note) ______________________ 126) Conditional Panels ____________________________________________ 127) Navigation____________________________________________________ 138) Notes/Questions______________________________________________ 139) Login Process_________________________________________________ 1410) Dial and Notes Quick Start Guide______________________________ 15Figure 1 InsideSales.Com Login Screen............................................................................. 3Figure 2 Dialer Calling Options.......................................................................................... 3Figure 3 Content Warning .................................................................................................. 4Figure 4 Leads Tab and Selected Records.......................................................................... 4Figure 5 Dialer Panel with a selected record ...................................................................... 5Figure 6 Call Status Selections ........................................................................................... 6Figure 7 Add Notes............................................................................................................. 7Figure 8 Log Call Result..................................................................................................... 8Figure 9 Ending the Call and/or Disconnecting.................................................................. 9Figure 10 General Search Options.................................................................................... 11Figure 11 Dialer Panel Search Option .............................................................................. 11Figure 12 Recent Calls Search Option.............................................................................. 11Figure 13 Conditional Panels............................................................................................ 12Figure 14 Navigating Internet Explorer Pages.................................................................. 13Figure 15 Quick Start Dialer Login .................................................................................. 14Figure 16 Quick Start Dialing and Notes.......................................................................... 15Expanded IS.Com Manual clintd Rev 2/4/2015 Page 2 of 15

TrojanProfessional.InsideSales.comOverviewThe following is a more detailed Inside Sales Call representativereview of the InsideSales.com dialing platform. It is anexpansion on and supplement to the “Quick Start” guide1)Login Website - The site is accessed via trojanprofessional.insidesales.com. At the login screen you will presented with two options: Login and Dialer Login. Figure 1 InsideSales.Com Login Screen2)Login Options a) Dialer Login When calling you will use the Dialer Login option. When you enter your username and password and select “Dialer Login” you will have to select a calling list. Each day a personalized list will be assigned based on your assigned tasks for that day. Any callbacks, tasks or events you have setup from previous days in the Inside Sales dialer program will also be added to the call list and you will be alerted at the appropriate time. Figure 2 Dialer Calling Options Page 3 of 15Expanded IS.Com Manual clintd Rev 2/4/2015

TrojanProfessional.InsideSales.com i) Survey When you first login you will be presented with the option to take a brief survey. This will affect the way standings, counts and other achievements are presented on the banner at the top of your dialer screen and any pop up alerts in the dialer panel. You can elect not to complete this survey, but the notification will continue until completed ii) Warning You may also see a content warning at the bottom of the Internet Explorer Window. Simply click “Show All Content”. This is the result of an internal Trojan security setting. Once properly configured the warning will cease. Figure 3 Content Warningb) General Login If you are not dialing you will simply click the Login button. This will allow you to access the calendar; the overall leads list and various functions other than dialing. You can still initiate a call or email from the record when accessed this way and these calls will still be recorded. However, the count and accomplishments will not be collected unless performed on the record through the dialerFigure 4 Leads Tab and Selected RecordsExpanded IS.Com Manual clintd Rev 2/4/2015 Page 4 of 15

TrojanProfessional.InsideSales.com3)Dialer Once you have selected the assigned call list you will be presented with the first record in the call queue. Figure 5 Dialer Panel with a selected record a) The basic call handling steps: • Review Information • Set Status • Click Dial • Add or update information and save • Add notes • Log result and save • End CallExpanded IS.Com Manual clintd Rev 2/4/2015 Page 5 of 15

TrojanProfessional.InsideSales.comi) Review the record information (practice, PMS, notes, etc.) to get a sense of what’s happened in prior contactsii) Set statuses based on the type of call you are making, the campaign on which you are dialing, beta information (if any) and an opening synopsis. For example, on our current campaign we are attempting to contact offices via outbound calls regarding our Dentifi DX beta. The initial setup will therefore be: (1) Campaign – Dentifi DX (2) Lead Status – Attempting Contact (3) Beta Status – Beta Prospect (4) Beginning Synopsis – Outbound Call (5) (Note: It’s a good practice to save at this point. This will make sure the setup is included in the notes later) To select each of the first 3 items you can either scroll through the options and click the one you want, or click “expand” to view all options, click on the one you want, then click “shrink” to reduce the field to the normal size. Some items, including synopsis, allow multiple items to be selected. For these, click “expand”, select one or more of the items needed by clicking “ctrl – left click”, then shrink. The selected items will be highlighted in blue. You can expand the field at any time to review or update the selected item(s).Figure 6 Call Status SelectionsExpanded IS.Com Manual clintd Rev 2/4/2015 Page 6 of 15

TrojanProfessional.InsideSales.comiii) Click DIAL. Because we are dialing through a 3rd party server, when you click dial on your first call (or whenever you are returning to dialing), you will first be automatically connected to the Phone Server. This will appear as an inbound call. Click the button next to the ringing inbound extension exactly as you would if you were receiving a call. Once you answer you will hear the phone begin to ring as the outbound call is made. Once the connection is made you will proceed with the call as normal.iv) Add or update any information obtained (e.g. PMS, email, fax, phone number, contact name and position), update statuses and enter synopses based on the result of the conversation and save the statuses.v) Add Notes. It’s important to click “save” prior to adding notes. When you click “Add Notes” this system will select the last modified Lead Status, Beta Status, Campaign and any selected synopses in a “snapshot” which will be inserted in front of your notes. This helps keep a permanent record of exactly what was said and occurred during the call. If notes are added without saving, the previous status will be inserted before the notes.Figure 7 Add NotesExpanded IS.Com Manual clintd Rev 2/4/2015 Page 7 of 15

TrojanProfessional.InsideSales.comvi) Enter a Call Result on the Panel log (e.g. contact, correct contact, no answer, etc). This will allow tracking, tally credit for achievements and allow reporting (will eventually replace written logs). Figure 8 Log Call Resultvii) End Call - Once finished with the call you will click “Disconnect” on the dialing panel and complete any further status changes or notes, or “Next Call” to go to the next record and dial right away. You can advance to the next record without immediately dialing by clicking “Save and Next”. You will only physically hit the telephone’s disconnect button when you wish to be disconnected from the dialer. At the top of the Dialer Panel,Expanded IS.Com Manual clintd Rev 2/4/2015 Page 8 of 15

TrojanProfessional.InsideSales.comyou can also disconnect from the dialing server by selecting“PowerDialer Settings” and clicking “Disconnect Agent Leg”. Figure 9 Ending the Call and/or DisconnectingExpanded IS.Com Manual clintd Rev 2/4/2015 Page 9 of 15

TrojanProfessional.InsideSales.com4)Search a) Search Methods You can locate and access a record by searching in 5 different ways (see figures on next page): i) The Global Search Bar in the top right of the account when on the Leads Tab ii) By record name or Lead Status when on the Leads Tab iii) You can make a detailed filter search by clicking “Advanced Search” when on the Leads Tab iv) You can conduct a search by changing from “Outbound” to “Search” when in the dialer and entering a practice name in the dialer search box v) You can also go back to one of the last 5 records dialed by clicking on the lead in the “Recent Calls” section at the bottom of the left dialer panel. This will open the recently called record in the “Search” dialer tab. When finished you will have to return to the “Outbound” dialer tab to resume dialing.Expanded IS.Com Manual clintd Rev 2/4/2015 Page 10 of 15

TrojanProfessional.InsideSales.com Figure 10 General Search Options Figure 11 Dialer Panel Search OptionFigure 12 Recent Calls Search OptionExpanded IS.Com Manual clintd Rev 2/4/2015 Page 11 of 15

TrojanProfessional.InsideSales.com5)Status/Notes (Entry, Saving, Final Note) This setup is optimized to collect detailed notes and information in a way that allows detailed reporting and keeps a more complete picture of what’s occurring during calls. It is therefore important to make sure that you endeavor to obtain as much information as possible and add/update every piece of information. Even in a case where the prospect’s contact is not interested on a particular call, we can still glean information that will be useful in future calls and/or campaigns. It’s also important to note that though changes can be made, no change or action is saved until you actually click “save”. Exiting, advancing to the next record, refreshing the page or exiting the application prior to saving will discard all changes since the last save. It will then be necessary to re-enter the information to preserve it. So when in doubt SAVE!6)Conditional Panels The basic view now has the Contact, Platform and Notes sections permanently open by default. Clicking the box next to other information items near the top (e.g. Dentist, Corp Managed, History, etc.) can access other panels. This will open a panel, where you can view or enter/update information. When you are finished, uncheck the box to close the panel.Figure 13 Conditional PanelsExpanded IS.Com Manual clintd Rev 2/4/2015 Page 12 of 15

TrojanProfessional.InsideSales.com7)NavigationAs this is a web-based application general navigation is thesame as on any other web page. Hovering over text will reveala “Pointing finger” icon whenever you are on a “hyperlink”(simply a link which you can click/interact to access links andinformation). When signed into the regular login page you canselect any of the tabs to which you have access (e.g. Calendaror Leads) by simply clicking the tabs at the top of the page.Forward, back and refresh page functions likewise work thesame as in any other web page or web based application.When you have both the dialer panel and a regular search orlead panel, or any combination of multiple Internet Explorerpages open outside the dialer you can simply navigate betweenthe pages by hovering over the Internet Explorer blue onthe taskbar. You can then select whichever of theInsideSales.Com or other IE windows you wish. Figure 14 Navigating Internet Explorer Pages8) Notes/Questions Please use the following section for notes and questions.Expanded IS.Com Manual clintd Rev 2/4/2015 Page 13 of 15

TrojanProfessional.InsideSales.com9)Login ProcessFigure 15 Quick Start Dialer LoginExpanded IS.Com Manual clintd Rev 2/4/2015 Page 14 of 15

TrojanProfessional.InsideSales.com10) Dial and Notes Quick Start GuideFigure 16 Quick Start Dialing and NotesExpanded IS.Com Manual clintd Rev 2/4/2015 Page 15 of 15