Presets

Presets are pre-made settings that 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.

Call Settings

Name	Description
Inbound/Outbound Recording with Greeting Message	All Inbound and Outbound Calls will be recorded with a 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 a 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 be recorded with a 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|Receiving Number Queue	Routing to agents using a Receiving Number for Round Robin Distribution (Further Configuration Required)
Simultaneous|Receiving Number Queue	Routing to agents using a Receiving Number for Simultaneous Distribution (Further Configuration Required)
Round Robin Softphone|Fast No Answer Routing	Round Robin Fast No answer Routing Retry Busy Agents|First in First out enabled (Further Configuration Required)
Simultaneous Softphone|Fast No Answer Routing	Simultaneous Fast No answer Routing Retry Busy Agents|First in First out enabled (Further Configuration Required)
Longest Waiting Softphone|Fast No Answer Routing	Longest Waiting Fast No answer Routing Retry Busy Agents|First in First Out enabled (Further Configuration Required)
Round Robin Softphone|Allow Agents to Log Out	Allow log out|Retry Busy Agents|First in First Out enabled
Simultaneous Softphone|Allow Agents to Log Out	Allow log out|Retry Busy Agents|First in First Out enabled
Simultaneous Softphone|Allow Agents to Log Out|Sticky Agent	Allow log out|Sticky Agent|Retry Busy Agents|First in First Out enabled
Longest Waiting Softphone|Allow Agents to Log Out	Allow log out|Retry Busy Agents|First In First Out enabled
Longest Waiting Softphone|Allow Agents to Log Out|Sticky Agent	Allow log out|Sticky Agent|Retry Busy Agents|First In First Out enabled
Round Robin Softphone|Allow Agents to Log Out|Sticky Agent	Allow log out|Sticky Agent|Retry Busy Agents|First In First Out enabled
Round Robin Softphone|Allow Agents to Log Out|Same Agent First for Repeat Callers	Allow Log Out|Same Agent First|Retry Busy Agents|First In First Out enabled
Simultaneous Softphone|Allow Agents to Log Out|Same Agent First for Repeat Callers	Allow Log Out|Same Agent First|Retry Busy Agents|First In First Out enabled
Longest Waiting Softphone|Allow Agents to Log Out|Same Agent First for Repeat Callers	Allow Log Out|Same Agent First|Retry Busy Agents|First In First Out enabled
Simultaneous Softphone|Sticky Agent	Sticky Agent|Retry Busy Agents|First In First Out enabled
Round Robin Softphone|Sticky Agent	Sticky Agent|Retry Busy Agents|First In First Out enabled
Longest Waiting Softphone|Sticky Agent	Sticky Agent|Retry Busy Agents|First In First Out enabled
Simultaneous Softphone|Same Agent First for Repeat Callers	Same Agent First for Repeat Callers|Retry Busy Agents|First In First Out enabled
Round Robin Softphone|Same Agent First for Repeat Callers	Same Agent First for Repeat Callers|Retry Busy Agents|First In First Out enabled
Longest Waiting Softphone|Same Agent First for Repeat Callers	Same Agent First for Repeat Callers|Retry Busy Agents|First In First Out enabled

Smart Routers

Name	Description
Canadian National Holiday Router 2023	Suggested Canadian National Holidays based on a 9 a.m. start time
US Federal Holiday Router 2023	US Federal Holiday based on a 9 a.m. start time
Schedule Routing	Route Based on Specific Schedules

 

Voice Menus

Name	Description
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	Allow the caller to leave a message
Voicemail w/ English(US) Transcription	Allow the caller to leave a message with the transcript for email notification purposes.
Voicemail  - Standard One Minute Maximum Recording Length	Allow the caller to leave a maximum of a one-minute message (further configuration required)
Voicemail - Standard One Minute Maximum Recording Length with English (US) Transcription - Additional rates will apply	Allow the caller to leave a maximum of a one-minute message with the transcript for email notification purposes (further configuration required)
Voicemail - Three Minute Maximum Recording Length with English (US) Transcription - Additional rates will apply	Allow the caller to leave a maximum of a three-minute message with the transcript for email notification purposes (further configuration required)
Voicemail - Five Minute Maximum Recording Length	Allow the caller to leave a maximum of a five-minute message (further configuration is required)
Voicemail - Five Minute Maximum Recording Length with English (US) Transcription - Additional rates will apply	Allow the caller to leave a maximum of a five-minute message with the transcript for email notification purposes (further configuration required)
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 9 am to 5 pm (adjust time zones)
Standard Work Week Schedule	Weekend Routing (adjust time zone)
Overnight Schedule	This example covers 5 PM through 9 AM the next day (adjust time zone as needed)

 

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”
In Progress Activity has Exceeded Time Limit: 3 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
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
Accelerated Mobile Pages (AMP)	A tracking source for AMP landing pages
Ad Extension	Google Ads call extension
Agent Direct Dial & Outbound DID Number	Insert Agent's Name in place of "agent"
Bing Organic	Tracking Numbers will show to Bing Organic visitors on your site
Bing Paid	Tracking Numbers will show to Bing Paid visitors on your site
Bing Places	Tracking Numbers will show to Bing Places visitors on your site
CAKE	Track calls as conversions generated through your CAKE-powerd offers
Direct	Tracking numbers will show to visitors coming directly to your site
Email	Place these tracking numbers in your email campaigns
Facebook	Tracking numbers will show to visitors coming from Facebook to your site
Facebook Page	Add a tracking number to this source and place that number on your Facebook page
Facebook Paid	Tracking Numbers will show to Paid traffic from Facebook Ads (utm_source=facebook)
Google Ads	Tracking Numbers will show to Google Ads visitors on your site
Google My Business	Tracking Numbers will show to Google My Business visitors on your site
Google Organic	Tracking numbers will show to Google Organic visitors on your site
LinkedIn Organic	Show tracking numbers to LinkedIn Organic visitors on your site
LinkedIn Paid	Show tracking numbers to LinkedIn Paid visitors on your site
Multi-Organic Search	Tracking numbers will show to visitors on your site from any of the Top Organic Searches (minus ask.com)
Print	Place these tracking numbers in your print ads
Radio	Place these tracking numbers in your radio ads
Referral	Tracking numbers will show to visitors coming to your site from any website
Television	Place these tracking numbers in your TV ads
Twitter	Tracking Numbers will show to visitors coming from Twitter
Website	Tracking numbers will show to all website visitors
Yahoo Local	Tracking Numbers will show to Yahoo Local visitors on your site
Yahoo Organic	Tracking Numbers will show to Yahoo Organic visitors on your site
YouTube	Tracking Numbers will show to visitors coming from YouTube

 

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. 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 an icon next to their name and can be used by clicking the Use a Preset button at the top of the configuration page.

Note: 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.