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

Google Organic Tracking numbers will show to Google Organic visitors on your site
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
Ad Extension Google Ads call extension
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)
Twitter Tracking Numbers will show to visitors coming from Twitter
YouTube Tracking Numbers will show to visitors coming from YouTube
Bing Organic Tracking Numbers will show to Bing Organic visitors on your site
Bing Local Tracking Numbers will show to Bing Local visitors on your site
Bing Paid Tracking Numbers will show to Bing Paid visitors on your site
Yahoo Organic Tracking Numbers will show to Yahoo Organic visitors on your site
Yahoo Local Tracking Numbers will show to Yahoo Local visitors on your site
Direct Tracking numbers will show to visitors coming directly to your site
Referral Tracking numbers will show to visitors coming to your site from any website
Television Place these tracking numbers in your TV ads
Radio Place these tracking numbers in your radio ads
Print Place these tracking numbers in your print ads
Email Place these tracking numbers in your email campaigns
Website Tracking numbers will show to all website visitors
CAKE Track calls as conversions generated through your CAKE-powerd offers
Agent Direct Dial & Outbound DID Number Insert Agent's Name in place of "agent"
Accelerated Mobile Pages (AMP) A tracking source for AMP landing pages
Multi-Organic Search Tracking numbers will show to visitors on your site from any of the Top Organic Searches (minus ask.com)

 

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.

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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 an icon next to their name, and can be used by clicking the Preset button at the top of the form.

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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.

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