Velocify FAQs

Feature Enhancements

New Custom Report for Audit Logs

Industry-standard audit functionality for Priority Queues and Distribution Programs is now available with this release. Examples of audited items include changes to program filters, user filters, enabled/disabled, and user max leads. Audit logs can be retrieved by administrators using the new Custom Report Base Data System Change Logs. Log results include Log Date, Change Type, Program Type, Program Name, Log Actor, Item Changed, the Previous Value, and the New Value. The report can be filtered by Log Actor and Log Date.

To create a system change log report:

Log into LoanEngage as an administrator.

Point to the Menu tab, point toReporting, and then click Custom Reports.

Custom Reports: Detailed Review

Click the Create New Report button.

From the Base Data drop-down field, select System Change Logs.

In the Report Title field, type a name of the report.

NOTE: This is a mandatory field.

Click the Step 2 button.

In the Add Filters window, go to Column> System Fields drop down field, and select one of the following values:

Log Actor

Log Date

Select an operator, value, and then click the Save and Runbutton.

For more information on Custom Reports, see:.

VEL-6210

Call Recording Encryption

Starting with this release, you have the option to encrypt all call recordings for enhanced privacy and security.

NOTE: This feature is not available out of the box. Contact your Client Manager for set up and activation.

VEL-6526

Usability Updates

Enlarged Selection Boxes

Prior to this release, the available for selection box and the selected items box on certain pages such as Manage Actions were of dissimilar sizes with readability issues.

Starting with this release, the Available <Items>, and the <Items Selected from the Available Items> boxes have been updated so that both the boxes are of the same size, and wider than earlier versions of the application, for an enhanced usability experience.

The selection boxes have also been updated to be dynamically responsive so that the boxes adjust their sizes according to the size of the browser window.

VEL-5660

Drag and Drop Replaces Colored Up and Down Arrows

Prior to this release, Velocify admin-facing pages had blue and yellow arrows that you could click to move items up and down in a table.

Starting with this release, the arrows are being replaced with drag handles (six-dot icon) to indicate that the fields are draggable.

Additional Information

Similar to prior functionality, you cannot drag fields and drop them outside the group/section to which they originally belonged, or sections out of the groups to which they belonged.

For example, in the screenshot below, when you drag the Date of Birth field listed under Borrower Details, you can only drop it to a location that is also within the Borrower Details section. If you attempt to drag and drop a field outside of its section, the field will move to the row closest to the section to which you wanted to move.

NOTE: To move a field out of its section, use the Edit field option.

Groups and sections listed on the Form Builder page are expanded by default. You can collapse the panel for easier dragging and dropping.

You can also click the Collapse All button on top of the Form Builder page to collapse all panels.

To drag and drop rows, click the columns that do not include actions/links such as Edit, Delete.

Drag and drop on the script elements page will be available in a future release. All other admin pages with the arrows have been updated with this release.

Sample of admin pages where this feature has been enabled:

Form Builder

Lead Distribution

Lead Prioritization

VEL-7762

SMS Updates

SMS Enhancements for Velocify by Ellie Mae 19.3 Release

The following SMS enhancements are included in this release:

Conversation with lead no longer displayed when lead is unassigned: When a lead is no longer assigned to you, existing conversation with the lead is deleted and an Agent is not assigned to the lead message displays.

Preview of New Messages: If you are in the SMS List View, and receive a new message, a preview of the message is displayed above the List View window.

You can click the notification/preview to go to the conversation to which the new message belongs.

Consolidate and improve SMS management, so that SMS-related features are treated as a single functional group

VEL-9392, VEL-2649, VEL-10140

Email Enhancements

Email Body Now Mandatory

Email body is now a mandatory field. If you attempt to send an email with a blank body, the following error message displays and you cannot send the email:

An email body must be specified for the chosen format.

VEL-10095

Fixed Issues

SMS Issues

The following SMS-related issues have been fixed with this release:

Lead-specific searches in SMS window: Field tag functionality updated to now resolve to their proper values in all cases as expected.

SMS window displays an error message: SMS window has been enhanced and updated to eliminate this issue.

{User} field tag issues: Field tag functionality updated to now resolve to their proper values in all cases as expected.

VEL-9624, VEL-10151, VEL-2700

Email Issues

The following Email related issues have been fixed with this release:

Cancel Upon Status Change sent two emails: Email templates configured with Cancel Upon Status Change sent two emails if the lead moved back into the qualifying status. The first email was sent erroneously, when the lead status changed to qualify for “Cancel Upon Status Change”. The second email was sent when the “Cancel Upon Status Change” was not met, such as, when the lead moved to a status and stayed in that status and hence, the scheduled email did not need to be cancelled. This has been fixed so that the email is no longer sent erroneously.

{User} field tag issues: Field tag functionality updated to resolve to their proper values in all cases as expected.

VEL-8779, VEL-2700

Dial-IQ

Some inbound calls that were routed to the lead owner, were not displaying the user in Dial IQ reports. This has been fixed.

VEL-10861

Feature Enhancements

New Custom Report for Audit Logs

Industry-standard audit functionality for Priority Queues and Distribution Programs is now available with this release. Examples of audited items include changes to program filters, user filters, enabled/disabled, and user max leads. Audit logs can be retrieved by administrators using the new Custom Report Base Data System Change Logs. Log results include Log Date, Change Type, Program Type, Program Name, Log Actor, Item Changed, the Previous Value, and the New Value. The report can be filtered by Log Actor and Log Date.

To create a system change log report:

Log into LeadManager as an administrator.

Click your name, and from the Reporting menu, click Custom Reports.

LeadManager: Custom Reports: Detailed Review

Click the Create New Report button.

From the Base Data drop-down field, select System Change Logs.

In the Report Title field, type a name of the report.

NOTE: This is a mandatory field.

Click the Step 2 button.

In the Add Filters window, go to Column> System Fields drop down field, and select one of the following values:

Log Actor

Log Date

Select an operator, value, and then click the Save and Runbutton.

For more information on Custom Reports, see:

.

VEL-6210

Call Recording Encryption

Starting with this release, you have the option to encrypt all call recordings for enhanced privacy and security.

NOTE: This feature is not available out of the box. Contact your Client Manager for setup and activation.

VEL-6526

Usability Updates

Enlarged Selection Boxes

Prior to this release, the available for selection box and the selected items box on certain pages such as Manage Actions were of dissimilar sizes with readability issues.

Starting with this release, the Available <Items>, and the <Items Selected from the Available Items> boxes have been updated so that both the boxes are of the same size, and wider than earlier versions of the application, for an enhanced usability experience.

The selection boxes have also been updated to be dynamically responsive so that the boxes adjust their sizes according to the size of the browser window.

VEL-5660

Drag and Drop Replaces Colored Up and Down Arrows

Prior to this release, Velocify admin-facing pages had blue and yellow arrows that you could click to move items up and down in a table.

Starting with this release, the arrows are being replaced with drag handles (six-dot icon) to indicate that the fields are draggable.

Additional Information

Similar to prior functionality, you cannot drag fields and drop them outside the group/section to which they originally belonged, or sections out of the groups to which they belonged.

For example, in the screenshot below, when you drag the Date of Birth field listed under Borrower Details, you can only drop it to a location that is also within the Borrower Details section. If you attempt to drag and drop a field outside of its section, the field will move to the row closest to the section to which you wanted to move.

NOTE: To move a field out of its section, use the Edit field option.

Groups and sections listed on the Form Builder page are expanded by default. You can collapse the panel for easier dragging and dropping.

You can also click the Collapse All button on top of the Form Builder page to collapse all panels.

To drag and drop rows, click the columns that do not include actions/links such as Edit, Delete.

Drag and drop on the script elements page will be available in a future release. All other admin pages with the arrows have been updated with this release.

Sample of admin pages where this feature has been enabled:

Form Builder

Lead Distribution

Lead Prioritization

VEL-7762

SMS Updates

SMS Enhancements for Velocify by Ellie Mae 19.3 Release

The following SMS enhancements are included in this release:

Conversation with lead no longer displayed when lead is unassigned: When a lead is no longer assigned to you, existing conversation with the lead is deleted and an Agent is not assigned to the lead message displays.

Preview of New Messages: If you are in the SMS List View, and receive a new message, a preview of the message is displayed above the List View window.

You can click the notification/preview to go to the conversation to which the new message belongs.

Consolidate and improve SMS management, so that SMS-related features are treated as a single functional group

VEL-9392, VEL-2649, VEL-10140

Email Enhancements

Email Body Now Mandatory

Email body is now a mandatory field. If you attempt to send an email with a blank body, the following error message displays and you cannot send the email:

An email body must be specified for the chosen format.

VEL-10095

Fixed Issues

SMS Issues

The following SMS-related issues have been fixed with this release:

Lead-specific searches in SMS window: Field tag functionality updated to now resolve to their proper values in all cases as expected.

SMS window displays an error message: SMS window has been enhanced and updated to eliminate this issue.

{User} field tag issues: Field tag functionality updated to now resolve to their proper values in all cases as expected.

VEL-9624, VEL-10151, VEL-2700

Email Issues

The following Email related issues have been fixed with this release:

Cancel Upon Status Change sent two emails: Email templates configured with Cancel Upon Status Change sent two emails if the lead moved back into the qualifying status. The first email was sent erroneously, when the lead status changed to qualify for “Cancel Upon Status Change”. The second email was sent when the “Cancel Upon Status Change” was not met, such as, when the lead moved to a status and stayed in that status and hence, the scheduled email did not need to be cancelled. This has been fixed so that the email is no longer sent erroneously.

{User} field tag issues: Field tag functionality updated to resolve to their proper values in all cases as expected.

VEL-8779, VEL-2700

Dial-IQ

Some inbound calls that were routed to the lead owner, were not displaying the user in Dial IQ reports. This has been fixed.

VEL-10861

Feature Enhancements

Provider Report Sharing Removed from Lead Source Page

Starting with this release, lead source provider data sharing is no longer available.

To support this update, the Share Reports with Provider field on the Add/Edit Lead Source page is being removed.

https://www.twilio.com/docs/voice/client/regions

SMS Updates

The following SMS updates are included with this release:

SMS Seat Limit: SMS column added to the Manage Users page enabling Velocify administrators to identify the users for whom SMS has been enabled.

License and User Counts: The header on the Manage Users page has been updated with counts to display the total number of Velocify, Dial-IQ and SMS licenses, as well as the number of seats of each in use.

Using this information, admins can manage the number of users within the licensed seat counts.

NOTE: To go to Manage Users page, click your name in the upper right of the header, and under Administration, click Users & Groups.

Resizable SMS Window: The SMS chat window edges/borders can now be dragged and pulled to adjust the window size for better usability and an enhanced user experience.

Additional Information (Third Party Updates)

Updates by the following software products/services may have an impact to your Velocify instance:

Google Chrome: Chrome’s July 2019 release disables Flash by default. LoanEngage's inbound promo code applet (with MP3 upload option) relies on Flash. If your instance has an MP3/Flash configuration, you will need to manually enable Flash on your browser.

Twilio: Starting on September 30, 2019, Twilio will expand IP ranges used for SIP-based phone (Voice) services. If you are whitelisting IP addresses, you will need to update your whitelist to incorporate these new ranges.

NOTE: If you are not whitelisting IP addresses, no action is required. This update impacts Velocify clients using Dial-IQ with IP who whitelist IP ranges only, and does not impact SMS.

Twilio will expand IP addresses that media servers use to send media for phone calls such as SIP, WebRTC, SIP phones, and softphone.

IPs are published you can white list the published IPs.

If you are white-listing and do not add the new ranges, when Twilio rolls out the new IP pools, your calls might degrade or stop working.

See Also

Chrome's July 2019 Release Notes: https://www.chromium.org/flash-roadmap#TOC-Flash-Disabled-by-Default-Target:-Chrome-76---July-2019-

How to Enable Flash on Chrome: https://support.google.com/chrome/answer/6258784?co=GENIE.Platform\%3DDesktop&hl=en

How to Enable Chrome on Firefox: https://support.digication.com/hc/en-us/articles/115003926487-Enabling-Flash-for-Mozilla-Firefox-Windows-Macintosh-

Media IP Pool Expansion: https://support.twilio.com/hc/en-us/articles/360023883354-Notice-Twilio-SIP-and-Client-Voice-Media-IP-Pool-Expansion-September-2019-

Twilio Client Regions:

NOTE: The above resources/links are publicly available content published by non-Ellie Mae enterprises such as Chromium, Google, and Twilio.

Fixed Issues

The following issues were fixed with this release

Encompass Sync: An issue occurred on some Velocify instances where the Encompass Sync did not run as expected and as a result, leads were not updated. This has been fixed.

Dialing from Calendar Event Reminders: An issue occurred prior to this release with calendar event reminder windows displaying multiple phone numbers. When users attempted to dial a number in the window, the last number was called instead of the selected phone number. This has been fixed so that the correct phone number is dialed from the calendar event reminder window.

SMS Log Data (Lead Log Reports): An issue occurred on some instances of Velocify where custom reports included only the SMS template data and not the SMS chat logs. This has been fixed so that the Leads Log data now displays both SMS chat log and template data.

Hours ofService:

Monday - Friday, 6:00 AM - 6:00 PM Pacific Time, excluding Velocify holidays.

Our offices will be closed on Wednesday December 25th and Wednesday January1st.

Have a Happy Holidays and Happy New Year!

How to Find Answers

1) Visit this site ( Help & Support ) and select where to explore and learn.

2) Search for information using the search feature near the top of each page.

How to Contact Us:

Urgent issues: Contact us by phone.

Non-urgent issues: Contact us by phone or email.

Phone: 844-327-3296

Email

ForLeadManager, Dial-IQ, and general support needs or questions.

[email protected]

For Pulse

[email protected]

If you are unable to find the information you are looking for by searching our support site, please contact us directly! We look forward to working with you.

New Features

Support Person Accounts

Use Person Accounts to create contact strategies on both traditional business accounts and individual/person accounts. Person accounts are configured like Custom Objects, with their own set of configurations and synced fields.

If your org has Person Accounts enabled, you will see a ‘Person Accounts’ tab in Object Configuration. Map fields as appropriate for this object.

Note: Fields that contain an asterisk (*) next to them indicate a Related record field.

Define export Criteria for Person Accounts

It is suggested to include the Person Account Record Type ID

Note: You may also want to add Criteria on the Account Object to Exclude the Person Account record Type.

Select the Statuses associated with Person Accounts that you want to use in your Engagement Strategy.

Select the fields you would like to use in Prioritization or Distribution logic.

Define Priority Rules and Distribution Programs as appropriate.

NOTE: Person Accounts are a Salesforce feature that combines Accounts and Contacts into a single object type. The Person Accounts Pulse functionality will only be available to those customers that have Person Accounts enabled in their org.

If Person Account records were previously synced to Velocify (prior to 19.3/19.4 upgrade), the following changes are suggested:

If you are not ready to specifically configure Person Accounts at time of Upgrade

Update Export Criteria to EXCLUDE Person Account Record Type ID

Update Priority Rules for Account object to exclude Account Record Type ID

Be sure to check the generic PRs like Upcoming Event

If the client is ready to start using Person Accounts

Configure the Person Object for use with Pulse

Do a touchmod to all Velocify synced Person accounts, so that the LM Object is properly updated from ‘Account’ to “Person Account’

As an FYI, in LM the Person Accounts will show as object Type = Account for any Person Account record that was synced prior to 19.3 upgrade.

Create appropriate Statuses, Actions, Priority Rules, Distro programs, etc. for use with Person Accounts

New ‘Create Event’ in Priority View for Lightning Users

This is intended for clients in the Lightning Experience. When the user selects ‘Create Event’ from the Take Action menu on the Priority View, a new Lightning modal will appear to create the event.

To Add the NewCreate Event in Priority View:

Add the new createEventAura to the Lightning App, associated with Velocify Pulse, as a utility item:

New Events associated with the Contact and Lead objects, or objects that use the WhoID, will populate the Name field for the associated record.

New Events associated with the Account and Opportunity objects, or objects that use the WhatID, will populate the Related To field for the associated record.

Ability to Hide Create Event from Priority View

This is intended for clients that have custom Lightning processes or pages. This is a setting that is controllable by the client.

Go to Custom Settings Pulse Enabled Features.

Select ‘New”.

Select ‘Disable Create Event’.

Support for Inbound Calls on Any Object (Not Just Lead)

Prior to this release, Pulse treated all new calls (where matching record did not exist in Salesforce) as a Lead. Pulse now supports any Velocify Configured Object for use with Inbound Calling.

Define which object are eligible for use with Inbound Calls and set the default Object type (Standard or Custom) that should be used to capture the caller’s information.

When an agent “wins” a Shotgun Inbound Call, they can then create the record under a different object if desired

Drop Down in Dial IQ Window is available to select a different Object

From Velocify Admin> Communication> Inbound Numbers, select Set Inbound Objects.

Select the Velocify Configured objects available for Inbound Calls and set the Default.

When a new Inbound Call is received, the user will be able to use the default object by simply clicking ‘Open’ to create the new record, or they can select an object from the drop-down.

Feature Enhancements

Sales Manager - View As Update

In addition to their users’ high-level metrics, managers will have the ability to view their users’ Priority Views.

Note that this is view only with all fields and buttons displayed in deactivated mode; managers will not be able to update their users’ content from this view.

To Access the View As Feature:

Click the + icon on the menu to view All Tabs.

On the All Tabs page, click Sales Manager.

Click the View As link corresponding to the user for whom you want to see the details.

On the View As page, review your user’s information.

Click the arrow in each Priority Rule to expand the panel and view the details.

On the expanded view, records that have pending issues are displayed with highlights.

Place your cursor over the highlighted items to view the details of the issue. The following is a sample text for such issues:

The record exists but is not owned by the user. Typically means an ownership desync between Salesforce and LM.

In this case, the issue could have occurred due to deactivated Salesforce user, leads not assigned yet through distribution programs, and so on. You can take the necessary steps to fix the problem, such as updating your distribution program to ensure that leads are being assigned, working with Pulse customer support.

NOTE: The highlighted records will be displayed to managers only when they are logged in as their user; if the user logs in, these highlighted records will not displayed. Also, managers can only view records when they are logged in as their user, and cannot update/manage any of the data on behalf of the user in this view.

If your user has multiple views of objects assigned to them, you can use the drop-down list at the top of the Viewing as page to access a different view.

Support for Phone Number Extensions

Dial-IQ Phone Number fields now include an Ext field for the lead’s phone number extension.

NOTE: To access the Ext field, click the Velocify tab, open the HUD and click the Setting icon, and go to the Dial-IQ Phone Number field.

Inbound Call Metrics

A new Call Metrics section has been added to the Live Monitoring page (Top Right Side on Live Monitoring next to Total Users). These metrics provide information on Total Calls, Calls waiting to be answered, and average time a caller is On Hold.

Metrics refresh automatically

Average On Hold time is strictly Inbound Calls that are currently in queue (does not account for Dial IQ Transfer Hold Time)

Implement File Upload option when creating Voicemail

Users now have the option to upload a prerecorded voicemail message. This would be a file recording that would be played for a Lead/Prospect. This helps ensure consistency of messaging related to your corporate engagement strategy.

From the Dial-IQ Settings Voicemail button, create a New Voicemail:

Fixed Issues

Resolved issue with missing scrollbars on Timeline Widget

Resolved issues with Velocify Admin> Settings> Sync Fields

Resolved issue to ensure the metadata for only selected Sync fields are created in the Velocify rules engine that prevented clients from being able to modify Sync Fields OR use the Copy Status page.

Resolved issue where ‘IsConverted’ Sync field on the Lead object could be unsynced by making this Sync Field Read-only.

Update the Email Composer (Nylas) settings to better support GSuite emailing.

The Velocify Validation Rule that makes the Status field Read Only to limit manual status changes was preventing Velocify actions from changing statuses. This only affects clients that use the Validation Rule and have the Custom Setting Status Permissions Enabled for one or more of the following standard objects: Lead, Account, Contact, Opportunity.

Sync to rules engine (LeadManager) failed after one of the synced fields was deleted in Salesforce

At Ellie Mae, our top priority is the success of our customers. As part of our continued commitment to improve stability, performance and scalability for our customers, we will begin leveraging Amazon Web Services (AWS), the leader in cloud computing, to provide online services starting in October 2019.

Cloud and AWS Overview

What is a public cloud?

A form of cloud computing in which a company relies on a third-party cloud service provider for servers, data storage and applications, among other services, which are in turn delivered to the company through the internet. Amazon Web Services (AWS), Google Cloud Platform, Microsoft Azure are some of the leading public cloud providers.

What kind of cloud infrastructure does Velocify by Ellie Mae have today and why the transition to Amazon Web Services?

Velocify by Ellie Mae currently runs its Velocify applications on a private cloud infrastructure hosted by Terremark, located at facilities in Texas. While our private cloud data centers have historically served our purposes, we have experienced some challenges with scalability, elasticity and reliability. It places physical constraints on what changes can be made on hardware within the data center and bounds software designs to those constraints. It also inhibits the ability to react to outages, capacity needs, disasters and other infrastructural life cycle events within a short period of time. Lastly as a managed service IBM personnel is needed to make any changes to the physical infrastructure of the data center.

For these reasons, the organization has decided to leverage a public cloud infrastructure on AWS to take advantage of the increased benefits it offers. Moving to AWS shifts the infrastructure paradigm from physical constraints to logical constraints. Logical constraints are fully controllable within code and are able to offer the service offerings provided by AWS. This means the pace at which we can adjust is fully within the control of the infrastructure code not physical infrastructure.

Some additional benefits of an AWS environment are:

Scale compute, storage, memory and the network more rapidly and dynamically.

Improved High Availability across three isolated zones per region. Terremark has just one zone. High Availability helps to ensure that enterprise workloads are protected from planned and unplanned outages.

Redesign and provision components that leverage AWS services that are very purpose built. Some examples:

Realize greater computing efficiency (e.g., Lambda functions that trigger actions based on actions)

Spin up resources only when needed (e.g., serverless computing)

Security enhancements (e.g. FIPS-140-L3 everywhere at rest, transit, etc.)

Build custom applications (e.g. AWS Kinesis Data Streams for Messaging)

Improve the design of existing code/product designs to leverage service based offerings that provide more possibilities for application enhancement.

Why Amazon Web Services?

Amazon Web Services (AWS) is the leading provider of cloud infrastructure and will be a technology partner that will help deliver our solutions and services with the utmost availability, performance, reliability, scalability and security.

What is Ellie Mae’s relationship with AWS?

Ellie Mae currently partners with AWS for IaaS (Infrastructure as a Service) and is leveraging AWS technology services to build and operate Ellie Mae products and services. Velocify by Ellie Mae believes we have an opportunity to leverage our existing in-house AWS expertise to improve our products’ stability and performance.

Will the move to AWS impact Velocify’s performance?

Velocify by Ellie Mae’s migration to AWS will not have a direct impact on application performance, and all of our applications are load tested to ensure they meet strict internal SLA requirements for processes. In addition, with the AWS regions in slightly different geographic regions from our current datacenter, customers may benefit from reduced latency dependent on their internet providers.

What is the timeframe of this move in terms of our account and data?

Velocify by Ellie Mae will begin transitioning our customers in weekly batches to AWS starting in late October and will be completed by early December.

How will I be notified of the AWS transition plan and schedule?

An email communication will be sent to your organization’s system administrator and executive contacts, which will include a high-level schedule and a webinar invitation for more information.

You will receive notification via email prior to your scheduled move with the date and migration window time.

How will the transition to AWS be different for existing customers vs. new customers?

This will be a seamless transition for all Ellie Mae customers. Leveraging AWS is controlled at the network and application layer and is performed by Velocify by Ellie Mae.

How will the move to AWS affect my day-to-day operations?

We do not expect any changes to the day to day operations of the Velocify platform. Your organization’s URLs will not change and will be automatically ported over. For reference, the new login will be lm.velocify.com. Needed redirects/configurations will be handled by the application, with some exceptions:

IP Whitelisting: If you leverage IP whitelisting, you may need to add additional URL/IP’s to your exception block. There will be no automatic handling of IP whitelisting.

IP addresses to whitelist:

Main:

34.236.179.158

35.172.152.67

52.21.127.120

DR:

34.217.162.91

34.218.148.97

35.161.79.107

If you whitelist the outbound connections to Velocify by IP, those IPs will change next week when we shut down the Terremark datacenter. The new IPs will be hosted through the Akamai CDN service, so will not have fixed IPs. The recommendation is to whitelist the Velocify URLs. For customers that utilize whitelists for traffic inbound from Velocify, those services are already hosted in AWS and do not require any additional action.

Service URL

Old Terremark IP

New AWS IP

Port

agentbridge-shx.velocify.com

208.39.75.152

N/A

443

agentbridge.velocify.com

208.39.75.93

18.204.157.244

443

assetservice.velocify.com

208.39.75.132

Akamai (whitelist the URL)

443

cdn.velocify.com

208.39.75.55

Akamai (whitelist the URL)

443

core-api.velocify.com

208.39.72.180

Akamai (whitelist the URL)

443

dialiq.velocify.com

208.39.72.56

Akamai (whitelist the URL)

443

dialiqrouter.velocify.com

208.39.72.170

Akamai (whitelist the URL)

443

email-api.velocify.com

208.39.72.190

Akamai (whitelist the URL)

443

encompass.velocify.com

208.39.75.237

Akamai (whitelist the URL)

443

import.velocify.com

secure.velocify.com

208.39.75.141

Akamai (whitelist the URL)

443

inboundhandler.velocify.com

208.39.75.59

Akamai (whitelist the URL)

443

integrations-api.velocify.com

208.39.79.250

Akamai (whitelist the URL)

443

lm.velocify.com

208.39.75.152

54.174.96.89

34.232.99.173

35.172.122.102

443

lmgateway.velocify.com

208.39.75.156

Akamai (whitelist the URL)

443

pulse-api.velocify.com

208.39.75.145

Akamai (whitelist the URL)

443

router.velocify.com

208.39.75.152

Akamai (whitelist the URL)

443

samltest.velocify.com

10.145.233.87

34.232.224.38

443

securesend.velocify.com

208.39.75.152

Akamai (whitelist the URL)

443

security.velocify.com

208.39.72.26

Akamai (whitelist the URL)

443

service.velocify.com

208.39.75.40

Akamai (whitelist the URL)

443

twilioify.velocify.com

208.39.75.152

No longer in use

443

webapi.velocify.com

208.39.75.54

Akamai (whitelist the URL)

443

service.leads360.com

208.39.75.40

Akamai (whitelist the URL)

443

SAML SSO: Your SAML SSO login URL will need to be updated from https://lm.velocify.com/web/samllogin.ashx to https://lm.prod.velocify.com/web/samllogin.ashx

Note: If we’ve identified you as an SSO customer, your account manager will reach out with specific instructions and timing regarding when to update the URLs.

Should I expect there to be any downtime or will my Velocify solution be unavailable at any time during the transition?

We will be migrating your Velocify instanceafter business hours. During the cutover event access to your Velocify instance will be unavailable and you will not be able to login. We anticipate the cutover event will last up to 5 hours within your migration window. If you need to know the exact time your instance will be moved, please contact your Velocify Account Manager.

Will lead delivery from our website or third-party lead providers to Velocify be impacted??

No, your lead traffic flowing into your Velocify instance will not be impacted. Leads will be held during the scheduled downtime and released immediately following the move. They will continue to be delivered the same way they are today following the migration.

However, if your lead provider is using an HTTP end point, please work with your partners to change to HTTPS prior to December 2019, as it will not be supported in AWS.

How will the mass import of cache leads be handled during the migration?

Lead import will receive the leads and try to post to the appropriate place. If the database is unavailable due to migration, then it will queue the lead and attempt to import ever 15 minutes. This also applies if you have the “Post During Import” checkbox selected.

Will there be any impact to our scheduled jobs, reports or programs?

No, any scheduled jobs, reports or programs will continue to run and once the migration is complete, they will be automatically updated.

If I have an Encompass integration with Velocify, do I need to update my IP ranges?

Yesyou do. Follow the steps listed below:

Go to file > SelectSettings Manager.

Click Allow from certain IPs Enable.

Click the Add + icon (top right corner)and make sure theApply to Encompass Connectcheckbox is selected

This must be applied toall users.

Will anything happen to my other Ellie Mae product integrations?

If you have any Ellie Mae integrations e.g. Encompass, Consumer Connect, Encompass CRM they will continue to work.

However, if you use Encompass via the Velocify XML Poster rather than the built-in integration, you will need to change your URL from encompass.velocify.com to encompass.prod.velocify.com within their outgoing post to Encompass.

What changes will our partners be required to make?

There are currently no changes anticipated for our partners to make unless they are using an HTTP end point. Please work with your partners to change to HTTPS prior to December 2019, as it will not be supported in AWS.

For import.aspx or update.aspx please reference the example in the question below.

For web services/API calls please reference the details under the “Are the endpoints for APIs changing?” question.

Are the endpoints for import.aspx or update.aspx (lead import service/update service) changing?

No, we do not expect any changes to the endpoints for import.aspx. However, if you are using an HTTP end point, you should change it to HTTPS prior to December 2019 as it will not be supported in AWS.

Example:

From:

http://secure.velocify.com/Import.aspx?Provider=Example&Client=1234&CampaignId=5

to

https://secure.velocify.com/Import.aspx?Provider=Example&Client=1234&CampaignId=

5

Are the endpoints for APIs changing?

No, however we will not support HTTP end points post migration to AWS.

We have seen increased latency in large lead batch requests between our Terremark DC that are automatically routed to AWS.

To address latency and future proof your API endpoints, please move off the current endpoints to the new endpoints on AWS after your migration or prior to December 2019:

https://service.prod.velocify.com

and

https://import.prod.velocify.com

What is the impact on existing third-party API integrations?

There will be no changes. We will keep the API integrations the same as they are today and the same SLAs will be supported.However, we will not support HTTP end points post migration to AWS.

Are there any changes to the automated data extract?

No, they will continue to work and the data flows will stay the same.

Will the Velocify pages or priority views change?

All the pages and views will remain the same.

Will we have to do anything different if we have an internal server?

No, your internal server will continue to communicate with our servers the same way.

If we are already an existing AWS client, would we be able to transfer and store our Velocify records/data into our own AWS account?

At this time we do not support putting data into a customer’s AWS account and it is not in our current roadmap.

If you have any questions please email [email protected] or contact your Velocify by Ellie Mae Account Manager.

Backup, Data, and Security

How does AWS impact data storage and encryption policies?

Encryption policies continue to be enhanced and expanded to address the security and data concerns in the public and private cloud. The data will continue to be encrypted in the public cloud just as it has been in the private cloud, however the technologies used for the encryption may change to support the increased availability, scale and integrity requirements.

AWS will not change to our data retention or encryption key process and policies. As we are leveraging different technologies in some case the method used to encrypt the data/interface with the keys has and will change but will not have a material impact to the data encryption policy.

Does AWS affect data backup policies, such as backup times, availability of backups, and storage locations of backups?

Ellie Mae stores three copies of all data. This model will not change in AWS with data being stored in at least two US based regions with a cold archive copy in a third region. Backups and backup availability will not change with our transition to AWS.

Will client data remain in the United States at all times?

Yes, all Ellie Mae’s client data is always stored in United States. AWS is broken down into Regions and Availability zones. A Region being a geographic area, and availability zones being multiple data centers in a designated region.

Ellie Mae is leveraging three regions US- WEST-2 (Oregon), US-EAST-1 (Virginia) and US-East-2 (Ohio). Ellie Mae also leverages multiple availability zones within each given region and has disabled the ability to spin up resources in any other region not approved.

Will Ellie Mae be providing SOC 2 and related security, disaster recovery, audit and related due diligence of AWS to clients?

Ellie Mae has been a SOC 2 certified organization since 2012 and we will continue to go through SOC certification every year which includes Ellie Mae hosting on AWS. In addition to that, AWS also maintains SOC certifications for Infrastructure, but Ellie Mae cannot provide SOC 1 and SOC 2 reports for AWSdirectly.

If you have an AWS account already or can sign up for one at aws.amazon.com, you can request a copy of their SOC reports directly through AWS Artifact Service in your AWS account.

In addition, a large overview of AWS’s security controls, control mappings and resources are publicly available at https://aws.amazon.com/security.

The Security model for AWS is a shared responsibility model and will be reflected in our future SOC 2 reports as well. Ellie Mae will take advantage of multiple regions and availability zones in the AWS cloud provides to address high availability and disaster recovery. Data retention requirements do not change between public and private cloud, but the method the data is stored may change to take advantage of the public cloud. Ellie Mae will invest in improving Recovery Point (RPO) and Recovery Time Objectives (RTO) in AWS.

What security standards or frameworks does AWS comply with today?

Amazon Web Services holds more than 20 domestic and international compliance accreditations, including SOC, PCI and ISO, among others, which allows Ellie Mae to build more security controls on top of the existing controls at the infrastructure layer. Please see below for list of compliance certifications that AWS maintains (reference: https://aws.amazon.com/compliance ).

https://aws.amazon.com/financial- services/customer-stories/

Does AWS meet or exceed the same security standards as Velocify by Ellie Mae’s existing data centers?

Ellie Mae built our security program on ISO27001 which follows the guidelines provided in:

FFIEC Information Technology Examination Handbook for Information Security

NIST Cyber Security Framework

SOC 2 Trust Principles, are similar standards as AWS. AWS standards also meet personal health data, Department of Defense security and European data privacy standards. Combining Ellie Mae’s application expertise and robust security controls with infrastructure provider like AWS increases the security of our service and ensures we meet the strongest compliance requirements.

Does Ellie Mae remain responsible for securing customer data?

Yes. AWS provides robust controls to ensure security and data protection in the cloud. As systems are built on top of AWS cloud infrastructure, compliance responsibilities will be shared between Ellie Mae and AWS. Ellie Mae is, and will remain, directly responsible for securing our customers’ data and will continue with Service Organization Controls attestations for Ellie Mae products and services.

Is any borrower information hosted or accessed at any time by AWS?

AWS has no access to any Ellie Mae data, borrower or otherwise. In addition. Ellie Mae encrypts all Personally Identifiable Information (PII) data and the key is secured in Ellie Mae’s private cloud. Ellie Mae employs industry-standard encryption that meets FIPS-140 compliance requirements.

Who should I call if I have any issues with my applications after moving to AWS?

Ellie Mae clients should continue to use the current process for requesting information from their Velocify by Ellie Mae Account Manager and help from Technical Support.

For critical issues you can leverage our dedicated Afterhours Migration Support line at 888-334-0627.

If you need technical assistance during normal business hours, contact our standard Velocify Support line at 844-327-3296.

More questions? Please email any questions to [email protected].

Additional AWS reference materials:

AWS Pen Testing: https://aws.amazon.com/security/penetration-testing

AWS Security: https://aws.amazon.com/security/

AWS Compliance: https://aws.amazon.com/compliance/

AWS Assurance Programs: https://aws.amazon.com/compliance/pci-data-privacy-protection- hipaa-soc-fedramp-faqs/

AWS Security Paper: https://d0.awsstatic.com/whitepapers/Security/AWS_Security_Whitepaper.pdf

FFIEC Guide: https://d0.awsstatic.com/whitepapers/compliance/FFIEC_Audit_Guide.pdf

AWS Global Infrastructure: https://aws.amazon.com/about-aws/global-infrastructure/

AWS finance and mortgage industry clients:

Download the attached PDF file for information on Velocify by Ellie Mae Pulse Application Details.

Velocify by Ellie Mae Pulse 19.3: What's New

Overview

This page provides resources related to the Velocify for Salesforce Fall 14 (1.6) package.

UAT Kickoff Webinar, Copy of Presentation

A pdf copy of the webinar presentation with links can be downloaded by clicking here.

UAT Kickoff Webinar, Copy of Presentation

A pdf copy of the webinar presentation with links can be downloaded by clicking here.

Velocify for Salesforce Administrator's Guide

The Administrator's Guide can be downloaded by clicking here.

Velocify for Salesforce Fall 14 Preview

The Fall 14 Preview provides brief information can be downloaded by clicking here.

Velocify for Salesforce Fall 14 Overview

The Fall 14 Overview provides detailed instructions on using the new features found in the Fall 14 package and can be downloaded by clicking here.

Articles on New Fall 14 Features

Priority Preview

Velocify Timeline

One-Click Email

Local Presence

Velocify for Salesforce Supporting Materials

Additional, downloadable copies of all materials are below.

What is the deployment schedule for Fall 14 Minor I?

Client Organizations on Fall 14 will see the Minor I package pushed to their Sandbox environment during the evening 12/12/2014.

Client Organizations on Fall 14 will see the Minor I package pushed to their Production environment during the evening 12/16/2014.

To determine what version of Velocify for Salesforce that your organization is currently operating on, you can review the version number under the Manage Apps page in Salesforce Setup.

Are there any new features or integrations as part of this release that may disrupt my Salesforce Production environment?

No, this release is bug repairs and updates to existing features only.

What is being repaired in the Fall 14 Minor I Release?

There are over two dozen bugs and defects repaired by the Fall 14 Minor I release. Of note, the following issues are addressed by this release:

De-duplication process was assigning the Parent Lead to the Primary Admin. A work-around was created to address this issue moving forward.

Corrected an error that was causing failure on conversion when using Velocify for Salesforce in Sales Console.

Fixed a defect that was causing an exception error when loading Opportunity Details.

Implemented corrections to bugs causing errors in list view related to Action list not populating and issues with columns when viewing Opportunities.

Updated the Velocify Timeline in Lead/Opportunity Details pages so that Filter Options do not appear on the Upcoming button.

Corrected a messaging error that displaying the wrong error message to Non-Velocify users when they selected Take Action.

Updated the Action pop-up so that Status/Stage of the Record is displayed.

If you have further questions or require assistance, please contact us at [email protected] or through your Account Manager.

What is the deployment schedule for Fall 14 Minor II?

Client Organizations on Fall 14 will see the Minor II package pushed to their Sandbox environment during the evening 1/22/2015.

Client Organizations on Fall 14 will see the Minor II package pushed to their Production environment during the evening 1/26/2015.

To determine what version of Velocify for Salesforce that your organization is currently operating on, you can review the version number under the Manage Apps page in Salesforce Setup.

Are there any new features or integrations as part of this release that may disrupt my Salesforce Production environment?

No, this release is bug repairs and updates to existing features only.

What is being repaired in the Fall 14 Minor II Release?

This release corrects almost 20 bugs and defects. Of note, the following issues are addressed by this release:

Repaired issues that were causing users to receive an error message when attempting take an Action found in both the standard app and Velocify for Salesforce Sales Console.

Implemented an update that prevents users from accidentally logging into the wrong database in their Salesforce Environment.

Improved error messaging when errors occur during synchronization of Actions between Velocify and Salesforce.

Added Zip+4 support to map within Priority Preview.

Corrected issues with IE 10 compatibility for Priority Preview.

Fixed bugs that were impacting UX elements, such as Column Header heights and alignment of text within the Velocify Timeline.

If you have further questions or require assistance, please contact us at [email protected] or through your Account Manager.

Overview

This page provides resources related to the Velocify for Salesforce Winter 15 package.

Release Preview Webinar, Video

Can be viewed by clicking here.

UAT Kickoff Webinar, Copy of Presentation

Coming February 23, 2015.

Velocify for Salesforce Administrator's Guide

The Administrator's Guide can be downloaded by clicking here.

Velocify for Salesforce Winter 15Preview

The Winter 15 Preview provides brief information can be downloaded by clicking here.

Velocify for Salesforce Winter 15 DetailedOverview

Can be downloaded here.

Articles on New Winter 15 Features

Lead Bridge

Velocify for Salesforce Supporting Materials

Additional, downloadable copies of all materials are below.

Velocify for Salesforce is deploying a Minor Release to the Winter 15 package that will address a series of defects noted in the product.

What is the deployment schedule for Winter 15 Minor I?

Client Organizations on Winter 15 will see the Minor I package pushed to their Sandbox environment during the evening 04/20/2015.

Client Organizations on Winter 15 will see the Minor I package pushed to their Production environment during the evening 04/23/2015.

To determine what version of Velocify for Salesforce that your organization is currently operating on, you can review the version number under the Manage Apps page in Salesforce Setup.

Are there any new features or integrations as part of this release that may disrupt my Salesforce Production environment?

No, this release is bug repairs and updates to existing features only.

What is being repaired in the Winter 15 Minor I Release?

This release corrects almost 20 bugs and defects. Of note, the following issues are addressed by this release:

Repaired synchronization of deleted calendar events in Salesforce so that they are summarily deleted within Velocify for Salesforce's LeadManager database.

Updated call recording playback iconography.

Amended permissions so that non-admins with Velocify Read-Only permission sets can view in-app tutorial for Local Information.

Updated reporting for Lead Bridge to make the Lead Import Report visible within Winter 15.

If you have further questions or require assistance, please contact us at [email protected] or through your Account Manager.

Overview

This page provides resources related to the Velocify for Salesforce Spring 15 package.

Velocify for Salesforce Spring 15Preview

The Spring 15 Preview provides brief information can be downloaded here:

What’s new in the Velocify for Salesforce Spring 15 Release?

This release introduces support for your Accounts and Contacts objects, as well as several new Dial-IQTM enhancements.

Check out the Step-by-Step guide attached to this article to learn more about all of the new features included in this release.

Attached is the step-by-step guide to the Velocify Pulse Fall release.

Attached is the step-by-step guide for Email Verify with Velocify Pulse.

Click the link below to download the Winter 16 Step-by-Step guide.

This release includes new features and maintenance improvements.

Features include:

Call Disposition Data: Sales Managers gain visibility into the outcome of call activity to improve sales strategy and execution. Call data will be captured and associated with actions (dispositions) via enhancements to the Velocify Record History. Two new canned reports are available as templates: Last Week's Velocify Call Activity by User, and Results from Calls Last Week.

Better ability to track changes to a record when it is owned by a Queue.

Every Pulse Action, as well as other events such as ownership or status change, is now stored as its own record attached to the Velocify Record History. This enables much better reporting and improves data transparency and feeds the two new canned reports.

CPU Optimization of all Pulse processes especially on batch import, upsert, and ownership changes.

Notable fixes include:

Fixes for the Salesforce 1 Mobile application focusing on dialing and other cosmetic issues.

Fixed edge case on Asynchronous conversion where the error “Too many query rows: 50001” could stop the process.

Fixed issue where the Billing/Shipping Street could not be used as an Export Criteria.

Minor improvements to the Sandbox Reset process introduced in our May ’16 release.

Check out the Step-by-Step guide attached to this article to learn more about all of the new features included in the release.

The July release is a maintenance release. Improvements/notable fixes include the following:

Provided the ability to access call recordings on leads that become read-only after being converted to Opportunities or Contacts.

Added support for No-Hold Transfers by phone number.

Added support for clickable URLs on the Priority View.

Fixed the issue where the "Priority Rule" and "Source" do not populate in the Velocify record history on taking an action in the Priority View.

33 other fixes included.

Several customers have been receiving automatic push updates for the two months. Now we’re ready to roll out the program for everybody. Frequent, small, and automatic updates allow us to provide better support and ensure each release is high quality with minimal impacts.

Going forward, Production updates will be pushed the first full week of every month; release previews will be pushed to Sandbox 2-3 weeks prior. This release cycle will apply to all customers.

For clients on Winter 16 or Newer

Following the best practices followed by Salesforce, Microsoft, Google, and others, we will begin automatically pushing Velocify Pulse updates to your Salesforce account. During the week of 4 July, the release will be automatically pushed to your Production instance.

In addition to the manual testing you may perform while the release preview is in your Sandbox, the Automated Test Suite will run a set of test scripts to better exercise the new release in your unique Sandbox environment. We encourage you to sign up for the new Automated Test Suite. To sign up, fill out the form here.

FAQ

What do I need to do to participate in the update process?

No action is necessary. A release preview will be pushed to your Sandbox 2-3 weeks prior to each release, allowing you time to review the content of the release and report any unexpected defects. Optionally, you may sign up for additional automated testing (the Automated Test Suite) to occur during the release preview period.

What is the Automated Test Suite?

The Automated Test Suite is a set of test cases that will run within your Sandbox environment. The results from the test suite will automatically be sent to Velocify for analysis and action. Opting to run the test suite will enable us to increase the quality of the code, particularly for the unique conditions reflected in your Sandbox.

How do I sign up for the Automated Test Suite?

Sign up at https://velocify.leadpages.co/pulse-ats/. We will follow up with a step-by-step guide.

Can I opt out of the update process?

No. All customers will be on the same update cycle. Frequent, small, and automatic updates allow us to provide better support and ensure each release is high quality with minimal impacts. A release preview will be pushed to your Sandbox 2-3 weeks prior to the release, and you may sign up for additional, automated testing (the Automated Test Suite) in your Sandbox.

Step 1 Accept the terms of service for Automated Test Suite

Step 2 Select Run test as Admin and Log in as Velocify Admin (You only need to log in and run tests as Velocify Admin when first setting up the account). If you can not retrieve your login credentials, please reach back to us for help.

Step 3 Confirmthe information displayed. If the org isn’t connected to Velocify, you will see the messageasking you to connect first.

Step 4 Select Sample Record Representative for each of the following:

Account

Contact

Lead

Opportunity

Step 5 You will be prompted to select records based on your search criteria. Please choose arecord that passes any validation field or workflow rule (can not be newly created record). The recordsneed to satisfy the export criteria and get synced with LM.

Step 6 - Submit for Validation

Step 7 Receive validation that the sign up is completed

This release includes a new Widget Library and maintenance improvements.

New Features:

Widget Library

Bring all of the tools and information sellers need right into Pulse to dramatically speed task execution and improve customer engagement. The new Velocify Pulse Widget Library is a highly extensible and flexible framework to make each of your sellers more productive. Widget Library builds on existing functionality in 4 ways:

Allows for greater personalization each user/role can see a different set of widgets for each Salesforce Object (Leads, Accounts, Contacts, and Opportunities)

Expands Widget Layout options as well as location widgets can be used (Priority View, Detail Page, and now the dialer HUD)

Defines which Related Objects and fields to display in the Related Records widgets

Provides additional out-of-the-box default widgets

Take Action Widget

Email Verification Widget

Dialer Widget

Call History Widget

Important Widget Configuration Update:

For clients that have Call Recordings enabled, please advise their Velocify Admin to add the Call Recording widget to the Detail Pages.

Go to Velocify Admin Sales Optimization Widget Layout Default Detail Layout Edit Add Tab Select “Call Recordings”. This can be done for each configured object: Lead, Account, Contact, Opportunity.

Please also be reminded that the Detail layout now displays horizontally (as shown below).

Improvements/notable fixes include the following:

Continued Focus on Performance Improvements

Velocify Triggers have been refactored and separated into Insert, Update, and Delete Versions.

Implemented caching of the Dialer Heads Up Display (HUD)

Created additional data groupings for the Call and Disposition Data ReportsAddressed issue where Cold Transfer was attempting to change record ownership

Reminder: Production updates will be pushed the first full week of every month; release previews will be pushed to Sandbox 2-3 weeks prior. This release cycle will apply to all customers.

Check out the Widget Library Guide attached to this article to learn more about all of the new features included in the release.

The October release is a maintenance release.

Improvements/notable fixes include the following:

Ability to create an "Inbound Call Source" from within Velocify Admin - Dialer - Inbound Number. This new Inbound Call Source can then be used in Inbound Distribution Programs to help properly capture the source (e.g. Website, Bus Ad, and mailer) of the inbound call.

Provided ability to Cold Transfer a brand-new Lead from an Inbound Call.

When Clicking on "Assign Selected to Layout' button, It removes all the conflicted users (Un-selected) and assigns to the current widget.

Resolved case where click-to-dial from Related Record Widget on a Detail Page Call failed to initiate.

Ensure that when switching between widgets user is correctly redirected the new widget.

Sales Caddy: Resolved error when selecting the option to Add Account and Send Email from Caddy.

Addressed loading and display of widgets on mobile devices.

Aligned column names with columns under Processes page.

Reminder: Production updates will be pushed the first full week of every month; release previews will be pushed to Sandbox 1-2 weeks prior. This release cycle will apply to all customers.

Valued Pulse Clients -

The Pulse November release contains new Softphone functionality and maintenance updates.

Dates

Released to your Sandbox beginning October 31st 2016

Planned release to Production org week of November 14th.

New Features

Softphone: The Velocify Softphone allowsusers to make telephone calls over the Internet via a computer. The Softphone is primarily intended for use by our international Pulse DIQ users. It allows clients who do not have dedicated desk phones the ability to make calls through Pulse.

Interested in Softphone? Please contact your Account Manager.

Features and fixes

Following substantive client feedback, the Delete record option has been removed from the Velocify Pulse page for Priority View and List View.

3 new columns have been added to the Velocify Administrator Priority Rules Page: Display Name, Display Details, and Object Type.

Velocify Administrator pages have been expanded to utilize more of the visual workspace.

Hide the option to create SF list views from users when List View is disabled.

Resolved issue when adding a new record by selecting the “+” icon for an object (Leads, Accounts, Contacts, Opportunity). Users will now be presented with the Salesforce Record Type selection page, if Record Type choices are available for the user.

Call Details and the Velocify Record History Items (VRHI) have been merged in the Object Detail History for click-to-dial. This creates a single Call history for a call.

Reduced Sync Element errors due to TRASNFER_REQUIRES_READ permissions when assigning Velocify Record History (VRH) and Velocify Record History Items (VRHI) assignments.

Updated Velocify History so Call Detail is a link that will take the user to the Calls Made page.

Please reach out to your account manager or [email protected] if you have any additional questions.

Pulse Release Communication

December 2016 Release

We are pleased to announce the December 2016 Velocify Pulse release. The release contains new features and addresses maintenance items.

Release Schedule

Release Preview available in Sandbox Dec 5, 2016

Automatic Upgrades for Production begin Dec 12, 2016

New Features

New User Interface

New Priority Information Bars

Ability to define Primary Action per Priority Rule

Ability to take group actions (Call or Email Blitz)

Display up to 100 records in Priority View

Ability to multi-select records to act upon within Salesforce List Views

Ability to support client Opt-in / Opt-out of new User Interface.*If you need more time to implement the new UI, you can continue to use the existing UI until early 2017.

Next Activity

Ability to guide the user through Next Activity whether Call or Email

Automatically log Action Taken when Email Activity is completed

Email Composer

Users can quickly and effectively send emails through Velocify Pulse

Users can create their own email or select from the Salesforce email templates: public or personal

The email will appear in user’s sent box (Outlook, Gmail, or Yahoo)

Attachments can be included with email

Custom Permission Set assignment upon License Assignment

Notable Fixes

Upon request of many customers, the Delete record option has been removed from the Velocify Pulse page for both Priority View and List View.

Allow time zone mapping to a Text Field. Previously, the time zone field mapping only supported picklists. Some clients that have and established Salesforce org use a text field to track the time zone. This enhancement allows for time zone mapping from either a picklist or a text field.

Update Pulse Distribution to allow for "Batching". Instead of waiting for all distribution programs to complete, create a system to push the Distribution results in a batch (e.g. 50 records) to ESS as the distribution is progressing rather than waiting for the completion. At the end of the batch, push any remaining records to make sure all distribution results have been queued.

Added DIQ Transfer permissions to a new "Velocify DIQ Expanded Features" Permission Set. This new Permission Set can be added to the Default assignment as described in the new features section.

Please reach out to your Account Manager if you have any additional questions.

Best Regards,

Velocify Pulse Product Management

Pulse Release Communication

February 2017 Release

Release Schedule

February Release Preview available in Sandbox wk 1/23/17

Automatic Upgrades for Production begin the first week of February 6, 2017

Objectives

This release includes maintenance improvements.

Improvements/notable fixes include the following:

Updated acceptance of Inbound Call to open caller details in a new Salesforce tab.

Updated the following Report Types to include User fields. This is to allow users to create new reports that include User Full Name, Email, Role, and Profile.

Velocify Record History with Lead and Opportunity

Velocify History with Call Details

Lead with Velocify Record History

Calls with Velocify History

Addressed issue when user clicks a secondary email address to launch Email Composer and that secondary email address was not populating to To: line of the email.

Resolved issue when sorting columns within Admin Settings for Actions and Widgets.

Provided ability to rearrange/re-order the columns for a Related Record Widget in Velocify Admin - Widgets.

Pulse Release Communication - March 2017 Release

Release Overview

The Velocify Pulse release includes several exciting new features that will roll to production the week of March 6, 2017. Enhancements include Email Interactions, Timeline Widget filtering and improved Call Detail reports. The release also includes maintenance resolutions and usability updates.

New Features

Email Interactions

Email Replies are now being tracked, this includes Opens and Clicks.

Email interactions can be used in Priority Rules to alert reps of recent activity.

Empower users to reply to an email exchange/interaction from the Priority View

Create reports to monitor template usage by using the Velocify Email and Velocify Conversation Detail objects.

Email template captured for measuring usage/success.

New Timeline Widget

Pulse now provides the ability to filter within the Timeline to give reps more control over the level of detail they want to see. Admins also have the ability to define which Timeline activities are displayed to users and for what timeframe (see below).

Please note: The new Timeline widget will replace the current Timeline Widget in our April 2017 Release.

Call Detail Reports

The Pulse release also includes updates for the Velocify Call Detail Report Types.

The following Call Details Report Types were updated

Calls with Velocify History

Velocify Call Details

Velocify History with Call Details

Newly added Fields

Call Completed Index

Call Completed

Call Segment

Campaign Id

Campaign

Group Name

SFDCid

UserName

Deprecated Fields

Agent Phone

Billable Duration

Conversation Duration

Initiated By

Is Transfer

Title

Total Call Duration

VRHI Archive

Velocify Admins can now manage how much VRHI data is stored in Velocify. This feature includes that ability to select the timeframe to be saved and creates a Scheduled Batch process to manage the data. The History Data Management provides the ability to manage Velocify specific data compared to overall Salesforce data storage limits.

Maintenance Updates

Resolved issue in Email Composer where if any merge field was null all fields in the email would break all merge fields.

Removed the Priority Info bar hover text in the new User Interface as it was duplicative.

Records would get stuck in a syncing state and as a result fall out of the Priority View. This typically occurs as a result of a Distribution. Additional retry attempts were added to ensure record is synced and user does not experience a ROW_LOCK error.

Ability to hover over Priority Rule to view the Filters. This saves time in understanding logic behind each rule and allows Admin to focus on what needs to be updated.

[email protected]

Release Communication - April 2017

Schedule

Automatic Upgrades for Sandbox beginning the week of March 27, 2017

Automatic Upgrades for Production beginning the week of April 3, 2017

Objectives

This release includes several exciting new features to enhance Velocify Processes, Call Quality Feedback logging, and ability to force a record sync. We also included some maintenance resolutions and usability updates.

New Features

Unified Workflow

Now you have the ability to create new processes to prompt reps to complete additional fields at the time of committing an action

Keep your users focused on their Priority items while ensuring completeness of data

In the screenshots below, you can see the user will be prompted to Take Action as they do currently, and when they click Next they will be presented with the ability to add/update additional information that will be saved to the record upon selecting Commit Action.

Call Quality Feedback

This allows you to provide feedback to Velocify on Call Quality directly from the DialIQ HUD.

Users will be able to rate the call, indicate types of issues experienced, and add comments.

Feedback can be provided whether in an active call, recently completed a call, or not on a call.

Note: This feature will not automatically log a support case. Velocify Support will have access to the Reported Call Quality submissions to review and troubleshoot, as appropriate.

New Timeline Widget

This new widget provides the ability to filter the Timeline by any Activity Type and/or Timeframe

Users can also search for keywords

Maintenance

Email Composer: Added a new warning message to alert the user when their Email credentials need to be updated.

For example: the message below will appear, if the user has recently changed their network password.

"This action can't be performed because your email credentials are out of date. Please go to Velocify Admin - Email - Settings and update your credentials. Once updated, please try again."

Beta Opportunities

Contact Laurie Waddell ()

Email History Sidebar: View Email Interactions

2. Sales Manager Call History Details Report

[email protected]

Release Schedule

Sandbox Deploy: 5/11/17

Production Deploy: Starting 5/17/17

Objectives

This release includes maintenance and usability enhancements.

Product Enhancements

Have you ever wanted to move the Take Action or Email Composer popups? Now you can.

Users can now move the modal popups for Take Action and the Email Composer on screen. This allows the user to adjust their view to see the Priority View, insights Panel, etc. while Taking Actions or composing an Email.

Velocify Record History (VRH) records will no longer be created for records that do not meet Export criteria.

This will help limit the number of records that are created within Salesforce to track Velocify Actions.

New Timeline with filters will replace existing Timeline widgets.

New Timeline Widget will replace existing Timeline Widget with all activity filters included. This widget provides the ability to filter the Timeline by any Activity Type and/or Timeframe, and search by keywords.

Maintenance Items

Support special characters in Salesforce Picklists - Update Fields

The Unified Workflow Update Fields logic has been updated to allow read/display special character, like the apostrophe, in Picklist fields.

Commit Button on Unified Workflow Update Fields

The Commit button has been adjusted so that there is no extra space between the Editable Fields and the Commit button. This means that when taking action from a Record Detail page the user will be able to see the Commit button.

Name Values in Priority Insights Panel

Resolved issue where Name fields were displaying as {text} in the Priority Insights Panel header.

Beta Opportunities: Contact Laurie Waddell ()

Sales Manager Call History Details Report

Release Features

New Features Overview

The Velocify Pulse July 2017 release introduces new view designed specifically for Sales Managers that facilitates monitoring and coaching activities.

Live Coaching

Live Coaching gives a Sales Manager three ways to silently or actively participate in calls between Reps and Prospects. A Sales Manager starts monitoring a call in Listen Mode. The Sales Manager can then choose from two Live Coaching options: Whisper or Barge.

Listen Mode: Sales Manager can monitor the call; Sales Manager listens to the Prospect and to the Rep, but cannot speak to them.

Whisper Mode: Sales Manager can listen to the Prospect and to the Rep, and can also speak but only to the Rep (like whispering in the ear of the Rep). The Prospect cannot hear the Sales Manager.

Barge Mode: Sales Manager can both listen and speak to the Prospect and to the Rep. (Everyone is in the conference.)

Call History Reports (released in Beta in April 2017, now available to all Pulse customers using Dial-IQ)

Velocify has created a set of new Call History Reports. Each of these three reports are filterable based on Group, User, Call Type, and Timeframe.

Call History: This report will show metrics and detail for all calls. Including record information and links to Call Recordings.

User Activity Summary: This report will show summarized call metrics by user.

User Detail: This report is a drill down from the above two reports

Enhancements

This section provides an overview of enhancements to currently existing features.

Priority View Settings

Do you have Reps that do not want to see the Insight Pane?

Reps now have the ability to prevent the Insights pane from auto-expanding.

This toggle setting can be changed at any time by the Rep themselves.

If they are working a long list of brand new Leads with limited data, they may choose the turn the auto expand OFF.

Then when working on follow-up actions turn the auto expand back on so they can easily view all information on the record.

Velocify has chosen to group the List/Card view toggle and the Auto Expand toggle into a new Priority View Settings feature.

Each rep can toggle the 2 Priority View Settings as needed:

Display: Toggles between List and Card View.

Auto Open Insights Panel: When ON, the Insights Pane will automatically open when selecting a record. When OFF, the user can double click the record to expand the Insights Pane.

Priority View Column Resizing

Have your reps complained that they cannot see all text within the priority View? Some columns have too much space and others are cut-off?

Reps can now resize the Priority View columns as needed to more easily view their data.

Columns can also be re-ordered.

Any changes made by the Rep are specific to that Rep and will be retained via their browser settings.

VRHI exclude Manual Ownership Change and Manual Status Change

Is the Velocify Record History Item object consuming a large amount of your Salesforce data storage?

We have extended the History Data Policies to provide options to exclude Manual Ownership Changes and Manual Status Changes from being logged in the Velocify Record History Items (VRHI) object.

Use these new settings in conjunction with the History Data Policies Number of Days to keep your data in check.

New Automatic Email Process

Do you have standard Salesforce email templates that you always want sent based on a certain action taken?

For example, after making the first contact attempt for a Lead you want to send an email with links to product or corporate documentation?

The new Auto Email Process step, will allow the Velocify Admin to define if an email should be automatically sent when the Rep commits a specific action. This will ensure process consistency, and save time for the Rep.

Release Schedule

Sandbox Deploy: Week of 8/7/17

Production Deploy: Week of 8/15/17

Webinar: What’s new in August 2017? Date: Tuesday 8/8/17 @ 10am PST

Review the August 2017 Release

New Custom Related Record Widget

Have your users requested to be able to view additional information in Related Records Widgets?

The new Velocify Custom Related Record widget accepts a SOQL query to display children of Child records. For example, display the Campaign Members for Campaigns associated to an Opportunity.

For our Inbound Dial-IQ Customers: Inbound / Outbound Call Blending

Velocify Inbound/Outbound blending is an enhancement to existing DIQ inbound feature.

Inbound / Outbound blending allow agents actively making outbound calls to be notified or interrupted for inbound calls.

Inbound calls are of higher lead value compared to outbound lead. Agents like the opportunity to win or respond to inbound calls when possible.

If you are interested in this feature, please contact your Account Manager.

Minor User Interface adjustments

Update color of main Priority View Headers

Adjusted Fonts and sizing

Maintenance Items

Release Features

New Features Overview

The Velocify Pulse October 2017 release introduces a new Sales Manager Home Page to monitor overall user performance associated with managing Leads in Pulse.

Sales Manager Home

The Sales Manager Home Page provides Sales Managers a quick overview of their team’s performance. This provides visibility to user’s performance to help guide the Sales Manager on where to focus coaching efforts. Sales Managers can use the page filters to drill down to individual users or specific timeframes.

Features

Metrics: The Sales Manager can easily understand the progress being made towards engaging with and converting Leads.

Lead Throughput: Shows the number of Leads and how they are progressing through each milestone (New, Contact Attempt, Contracted, and Converted).

Rep Activity: Displays a summary by user of each activity type that is performed. This includes Number of Calls, Talk Time, Emails Sent and Activities logged.

Enhancements

This section provides an overview of enhancements to currently existing features.

Call Quality Feedback

The Call Quality Feedback form has been simplified. The Star rating system was removed, and the Call Quality issue list has been made into a single select radio button. Remember to still log a case with Velocify Support, if you are experiencing Call Quality issues so we can help troubleshoot and resolve.

Updated Google Map

The Local map widget has been updated to use the Embed API. This provides more of the Google map features, like directions!

Improved Priority Rule Tracking

Velocify Pulse now captures the Priority Rule for any Actions taken from the HUD or Object Detail forcalls initiated from the Priority View. This improves the overall tracking and reporting on Priority Rule usage.

Do Not Call / Email Opt Out

The Velocify Pulse Priority View will gray out the Phone field if the Do Not Call flag is checked. Similarly, the email will be grayed out if the Email Opt Out flag is checked. This allows the users to still see and take action on records where only one of these settings is selected. For example, if a Lead is flagged as Do Not Call but is fine to receive emails, the user will have that option to send an email but not call that record.

New Features Overview

This major release of Velocify Pulse April 2018 brings exciting enhancements around accessibility, functionality and user experience.

Updated Administrator and User Guides can be found at the bottom of this page.

Pull Distribution

Velocify Pulse is now offering Pull Distribution programs. Admins can create new Distribution Programs that will allow user to self-assign records to themselves from within Pulse.

There are two types of Pull Distribution:

Pull Preview: The user will be able to view, and cherry pick the Leads they want to pursue.

Pull Blind: The user will be assigned Leads from the defined Distribution Program but will not be able to view the Lead first.

Administrators can put limits on how many Leads a user can self-assign through Pull Distribution.

[email protected]

Defined Object

Velocify Pulse now supports defined objects! This feature will allow customers to configure other Salesforce objects for use with Pulse. This would include custom objects and standard objects (like Cases).

Pulse Search

This new feature allows the user to search a record while in Velocify allowing them to view the rich contextual data in the Insights Pane. The intent is to support Inbound calls / emails that are received and the record is not in the Priority View. Once searched, the record will display in the Velocify tab and user will be able to see the Insights Pane and Take Action as appropriate.

Beta: Lightning Dialer

Are you considering moving to Lightning? We are offering a Beta version of our Dialer for use in Lightning! Contact Laurie Waddell () for more information.

Maintenance Items

Addressed TokenRefresh process to ensure tokens remain active.

Velocify is continuing our progress to make the Insights Pane load faster.

Provided the ability to turn off Email Composer functionality (as requested by clients).

All Call History reporting will now be accessible from the Sales Manager Call History tab.

Resolved issue with Custom Related records Widgets not loading in Internet Explorer.

Optimized the search for Email templates with the Email Composer.

Updates

The following Timeline-related issues were fixed with this release:

Drop-down filter list (in Event or Task page) displayed the event and/or task name instead of generic value like Event or Task

Actions drop down list displayed the latest actions taken instead of the Actions option, such as:

Log of Action Taken by the user. This includes Actions that are automatically logged.

Automatic Status Changes

Log of record Status changes based on Velocify Actions.

Call Activities

Log of Inbound and Outbound calls, and Call Transfers.

Distribution Assignments

Log of Record ownership changes made through Distribution Programs

Emails

Log of Email Send/receive for Emails sent through Email Composer.

Events

Displays Salesforce Events

Field Changes

Displays salesforce field history tracking change

Whenever this reports the same data as an owner/status change, the other log (which contains more details) will generally take precedence.

Manual Assignments

Displays manual Ownership changes, or ownership changes that are not driven by a Velocify Distribution Program.

Manual Status Changes

Manual change of the status field for any object *other* than opportunity

Manual Stage Changes

Displays manual change of the Stage field on an Opportunity

Past Due

Displays Salesforce Tasks where the task due date/time is in the past

Tasks

Displays Salesforce Tasks where the task due date/time has not yet passed

New/Enhanced Features

Custom Lead Conversion

Use the new Custom Lead Conversion feature to convert your Salesforce Leads into Account, Contacts, Opportunities. It is recommended that you configure Custom Lead Conversion as the last step in your processes, so that all actions on the lead are included in the converted record.

The Custom Conversion provides the ability to define custom conversion pages within Velocify processes to be used as reps take action on their assigned records. This process applies to all Velocify enabled objects, standard or custom in your Velocify Pulse instance.

Prerequisites

Before you start the Custom Conversion configuration, you need the following:

Allow browser pop-ups

Acquire your custom conversion URL from your Visualforce page in Salesforce instance.

Custom Conversion pages are displayed as a pop-up window within the Velocify Pulse instance. You need to enable your browser pop-up to access the Custom Conversion window.

To Acquire your Custom Conversion URL:

1. From the top menu, select Setup.

2. In the Setup page, go to the Search field and search for your Visualforce page.

3. Click the Visualforce Pages

4. Click the link corresponding to your Visualforce page.

5. On the Visualforce Page Details page, click one of the Preview buttons.

6. Copy the URL from your browser’s address field.

7. Paste the URL into a document.

Define Conversion URLS

The SalesFlow menu in the Velocify Admin tab has been updated with a new Conversion URLs option.

Use this setting to configure/define the custom conversion URL for your Salesforce objects.

NOTE: Each Salesforce object can only have one conversion URL assigned to it.

Define your Custom Conversion URL

1. From your Custom Conversion Detail page, click the App Launcher icon on the top left corner of the page.

2. Click the Velocify Admin tab. From the SalesFlow option, click Conversion URLs.

NOTE: The Conversion Urls page displays all the SalesForce objects configured for Velocify.

The standard objects, Contact, Account, Opportunity, and Lead are listed at the bottom of the page, and custom defined objects for your organization (if any) are displayed on the top.

3. Paste your Conversion URL into the relevant Salesforce object field, and click Save.

Processes

The Processes page has been updated with a Custom Conversion option.

Use the options on the Processes page, along with the new Custom Conversion option to create processes with your conversion URL.

For the purpose of this exercise, we will create a process to custom convert your opportunity to lead/contact.

To Define a Custom Conversion Process

1. Click the Velocify Admin tab, and from the SalesFlow menu, go to Processes.

2. In the Processes page, click the New Process button.

3. In the New Process page, type name of the process.

4. In the Process Flow step, click + Criteria.

5. In the Edit Criteria panel, define your criteria.

From the Trigger drop-down list, select a value.

Click Add Another Row to add more criteria for your process.

From the Entry Criteria drop-down list, select a value.

Use the drop-down fields to build your criteria.

Click Add Another Row to include additional criteria.

Repeat steps as needed to build the criteria.

6. Click Update Fields to define the fields to be displayed to the user when this action is committed.

In the Update Fields panel, select from the drop-down list.

7. Click + Step to add steps to the process.

From the Available Steps window, select a value, such as Convert Lead.

8.Click Custom Conversion to display the Edit Custom Conversion panel.

9. In the Edit Custom Conversion panel, select the Enable Custom Conversion check box to activate the Custom Conversion box/feature.

NOTE: Your custom conversion URL is pre-populated and cannot be edited.

10. Click the Save button

Using Custom Conversion

After the Velocify Pulse admin configures Custom Conversion using the Velocify Admin options, users can implement the feature using the options in the Velocify tab within their Salesforce/Pulse instance.

For the purpose of this exercise, we will execute on the configuration example documented in Processes section above.

To Use Custom Conversion

1. From your Velocify Pulse instance, click the Velocify tab.

2. Go to a lead record, and from the Actions drop-down list, select a value such as Take Action.

3.From the Take Action drop-down list, select Custom Conversion.

4.Click Next.

5.Click Commit Action to launch your Custom Conversion window.

NOTE: The Custom Conversion page displays as a pop-up window. Pop-ups in browser to access this window.

6.In the Custom Conversion window, update fields as required, and then click the Custom Conversion button.

7. Close the Custom Conversion window.

8. Go to your Velocify Home page.

Note that your record is struck through, indicating that the custom conversion action was successful.

Lightning Dialer

Lightning Dialer Beta Version was released with Pulse 18.2 and is now available with this release. Use the Click to Dial and Dial features within the Lightning Dialer.

NOTE: After Lightning Dialer has been enabled, Velocify Pulse administrators need to configure the application for their instance.

Once Pulse is configured and available in your instance, you need to contact your account representative to receive a new adapter. Additional setup is required using the new adapter information.

Configure Pulse Lightning in Velocify

1. Log into Velocify Pulse and click Switch to Lightning Experience.

2.From the Setup drop-down menu, click Setup.

3.Go to the Quick Find field.

4.In the Quick Find field, type App Manager, and then click the search result.

5.In the Setup Lightning Experience App Manager banner, click the New Lightning App button.

6.Name and customize your new app and click Next.

7.In the App Options window, go to the Navigation Style section, and click Standard navigation.

8. Click the Nextbutton

9.In the Utility Bar window, click the Add button, and from the drop-down list, select Open CTI Softphone.

10.Click Next.

11.In the Select Items window

Go to the Available Items section, select Velocify and then click the Add button.

From the Available Items section, select Velocify Admin, and then click the Add button.

Click Next.

12.In the Assign to User Profiles window, from the Available Profiles section, add Standard User and System Administrator, and then click Save & Finish.

NOTE: Pulse Lightning is now displayed the following locations:

App Manager

App Launcher

Utility bar

Contact Pulse Account Manager

After the initial setup of Pulse Lightning, reach out to your Velocify Pulse administrator for your new adapter.

Configure Call Center Adapter

NOTE: It is strongly recommended that this process is first tested in the sandbox environment, or in the production environment when users are not operating their phones.

Follow the steps listed below to configure the new adapter:

1. From your Setup menu, search for Call Centers, and then click the search result.

2.Click the Edit link and in the Edit page, rename the current Call Center Adapter Name and Description, (for example: Velocify Call Center Adapterold) and then click Save.

3. Click the Import button.

4.In the Call Center Import page, click the Choose File button, and from your computer, select the Call Center adapter xml file received from your account manager.

5. Click the Import button

6. Use the Setup menu to reassign all Velocify users to the new Call Center Adapter, from each user’s setup details page.

Click Setup, and in the Setup Home page, point to the Users menu, and then click Users.

Click the Edit link corresponding to the user to whom you want to assign the new call center.

Go to the Call Center field, and click the Search icon.

In the Lookup window, type the name of your call center adapter, and then click the Go! button.

From the Search Results list, click the new call center adapter.

In the User Details page, click the Save

Repeat steps for all your users.

7.From the Setup Home page, go back to your Call Centers page, and delete the old Velocify Call Center Adapter.

Call Made Action Log

Dialed number is now added to the Activity Log to provide more context, including which number you have had the most success with (Home, Office, or Mobile, etc.).

Periodic Refresh of Access Token

Starting with this release, access tokens are periodically refreshed to enhanced performance.

Distribution Rules Page Updated with Pull Options

The Distribution Method section of the Distribution Rules page has been updated with Pull options.

NOTE: Pull Distribution was included in the Velocify Pulse 18.2 Release.

Priority View

The old Priority View has been disabled for all customers/instances.

Fixed Issues

The following issues have been fixed with this release:

Related Records did not display on Detail and List View pages

Email Composer: Reauthenticate email messages were displayed for instances that were not configured for emails. (VP-1398)

Custom Lookup Fields (List View): List View, within the Velocify tab, with custom lookup field columns displayed incorrectly

Fixed Issues

Updated Widget Spacing: Insights Pane

Spacing in the Insights pane has been updated for a better user experience, including removing extra white space and overlap of labels.

Updated Leads ON/OFF Switch Display

The On/Off buttons on the Leads Priority View page load faster with this release, providing users better and more immediate clarity on the Leads Priority View page display.

Update Fields Display No Longer Truncated

Spacing within the Update Fields section (Velocify panel within a Record Details page on Saleforce) has been updated so that the display is not truncated. This also applies to Calendars in this section, which will no longer be truncated, starting with this release.

Feature Enhancements

New Logo

Starting in this 19.1 release, a new Pulse logo is now featured throughout the application.

SMS Texting

Instant text messaging in Velocify Pulse is now available. This provides you an additional channel to use to correspond with leads and contacts from within the Priority View or within the Velocify section of your Details page in Pulse. You can send and receive text messages from Prospects’ mobile phones and view the entire chat history within the Pulse Priority View.

The new Text option is now available as primary action, along with Call and Email provided in earlier versions of Pulse. Click the Text option to open the Text message window.

Note: Pulse administrators can use the Object Configuration settings to indicate the phone field that the system uses to determine which phone number to send SMS text messages. For more information, see To Indicate the Phone Field to Use for SMS Text Messages.

When corresponding with a lead or contact, a character counter is displayed at the bottom of Text message window.

The counter displays 0/500 by default, and then increments by one with every character typed.

When the character counter reaches 500/500, no more characters can be typed.

Editing or backspacing that deletes characters decrements the counter and enables more typing if less than 500 characters have already been typed.

Sending a Text message resets the character counter to 0/500.

With a lead or contact selected, you can click the Chat tab in the HUD (left panel) to view the text messaging history with that lead or contact. You can also type a new message.

Click the Compose icon on this tab to start a new text message with a different lead or contact.

When viewing text activity in the HUD (left panel), you can click the Archive icon to remove text messages that are more than seven days old from this view. These text messages will still be available to view in the Timeline view.

To archive older messages, click the Archive icon, and then confirm the archival of these messages.

To view a timeline of the text messages you have received, go to the Lead Detail page and click the Timeline tab. Use the scroll bars on the right to view earlier messages and their details.

You can also reply to a text message from the Timeline tab by clicking the Reply link in the Text Received record.

NOTE: Text message is an add-on and requires an additional fee to enable the feature. Contact your account manager if you want to avail of this function.

To Indicate the Phone Field to Use for SMS Text Messages:

1. From the Velocify Admin tab, point to Settings, then click Object Configuration.

2. In the Text Phone Field section, indicate the field to use for sending SMS text messages.

In this example, the Lead record has been set up to use the number in the Mobile Phone field when sending SMS text messages.

Click the additional tabs at the top (Opportunities, Accounts, Contacts, etc.) to configure the Text Phone Fields for those areas as needed.

Additional Space Now Provided for the HUD in the Lightning Experience

For Lightning Experience users in Pulse, additional space is now available in the HUD for a better experience when using the Taking Action feature and accessing the Priority View.

Optional Sound Notifications Available for Shotgun Programs

With this release, you have the ability to trigger a notification sound each time you receive a shotgun notification. To support this feature, a new Audio option has been provided in the Dialer Settings section in the HUD settings. The shotgun notification can also be configured on a per user basis.

To Configure Shotgun Notifications:

1.Click the Settings icon on your HUD.

2.In the Dialer Settings section, click the Audio ON/OFF toggle button to enable/disable notifications.

Note: Only one audio sound (a series of short chimes) is available with this release.

System Performance Improvements

The following system performance improvements have been implemented with the Pulse 19.1 release:

Improved Data Syncing: Reduction in data sync processing time and data sync errors that could occur when syncing data.

Reduced VRHI Recalculation Time: Velocify Record History Items (VRHI), which are individual records that detail actions that have taken place in the system (such as actions logs, Calls, send and receive email and text), are often automatically refreshed and recalculated by the system based on activities within the system. The recalculation time for these items has been reduced.

Updates to Insights Panel: The spacing between the widgets, as well as their size and locations on this panel, has been improved for easier use and better user experience.

Improved On-Click Browser Notification: When receiving a shotgun notification or any other inbound communication, some users receive a pop-up notification from their browser (such as Internet Explorer, Chrome) before receiving a Pulse notification. You can now click the notification from the browser to accept the lead or communication and the system recognizes and processes this acceptance in Pulse.

Feature Enhancements

Custom Logo

Ability to Update Velocify Logo with Corporate Logos

Starting with this release, authorized users such as Velocify administrators have the ability to update the Velocify logo with their own corporate logo. To support this feature, Settings has been updated with a UI Settings option.

Pulse User Guide April 2018

The Velocify logo is the default/out of the box option. You can update this with your company’s logo and revert to the Velocify logo from your custom logo.

Selected logos are displayed in the following two locations:

Priority View

Dial-IQ Dialer HUD

When you customize the logo, Pull Programs listed under your Priority View drop-down list display Star icons instead of the Velocify logo.

To Update Logo:

Log into Velocify Pulse as an administrator.

From the Admin tab, click Settings, and then UI Settings.

On the UI Settings page, read the logo specification recommendations, and click the Update link to upload an image file that matches the criteria.

Use the options in the Update Logo window, to replace the Velocify Pulse logo with your custom logo.

Use the Upload Image option to add images from your computer.

After you successfully replace the logo, your image file will be saved as a Static Resource in Velocify. For subsequent updates, you can select your image file from the Select Static Resource Since you are accessing this setting for the first time, there are no saved images, so can only use the Upload Image option to update the logo.

Drag and drop files or click the Click to Browse button to upload your image file. For the purpose of this exercise, we will use the Click to Browse.

Navigate to your image file on your computer, select it, and then click the Open button.

Click the Create Resourcebutton.

Click the Updatebutton.

Back on the UI Settings page, click the Savebutton.

NOTE: A message will display for a few seconds confirming the success of the image update.

To View the Updated Logo in the Application:

Click the Velocify tab to view the updated logo on your Priority View.

If your instance has Dial-IQ enabled, click the Phone icon to view the updated logo in the HUD.

Click the Priority View drop-down list to view your pull programs that are now updated with Stars (instead of Velocify logos).

To Reset the Logo:

Go to the UI Settings page (Velocify Admin> Settings> UI Settings).

Click the Resetlink.

Click Save.

New Detail Page Widget without Progress Bar

NOTE: This update applies to Lightning with Path instances only.

The Velocify Progress Bar displays a record’s contact strategy milestone within the Detail page.

A new Disable Progress Bar check box has been added to the Edit Widget Layout Configuration page. When this check box is selected, the Velocify Progress Bar will not display on the Detail View page.

To Display/Hide the Velocify Pulse Progress Bar:

Click the Velocify Admin tab, point to SalesOptimization, and then click Widget Layouts.

On the Widget Layouts Configuration page, click the Edit link corresponding to the widget you want to update.

On the Edit Widget Layout Configuration page, go to section Object, and select any object. Note that the Disable Progress Bar check box is clear by default (indicating that the Pulse milestone status bar is being displayed on the Lead Detail page).

You can go to a Lead Detail View page to confirm that the Pulse milestone status bar is being displayed.

Back on the Edit Widget Layout Configuration page in Velocify Admin, select the Disable Progress Bar check box, and click the Save Configurationbutton.

To view the results of this setting, click the Velocify tab, click any lead to go to the Lead Detail View page, and confirm that the Velocify Pulse bar is no longer displayed.

Bulk Assign Licenses Using Data Loader

Velocify Administrators can bulk update Velocify Licenses using the Salesforce Data Loader. Update the Velocify_License__c field to True to assign a license and False to unassign a license.

If you do not want this option available for your instance, contact Velocify Pulse Support at [email protected] to request the feature disablement.

Pull Distribution for Non-Lead Objects

Pull Distribution for Leads was introduced with Velocify Pulse 18.2 Major Release. Starting with this release, Pull Distribution will work with all Velocify-supported objects, such as Accounts, Opportunities, Contacts, and Custom Objects.

NOTE: For more information on Pull Distribution, see the Pull Distribution section of the .

The Get Leads button on the Priority View has been renamed to Get Records as a part of this feature enhancement and can be used to pull all Velocify objects, including Leads.

NOTE: You can use the Get Records button only if your Velocify Pulse administrator has defined Pull Distribution programs for your instance.

The Priority View drop-down list has been updated so that Pull Programs are no longer displayed here.

The Get Records button functions similar to the Get Leads button available prior to this release.

Pull Blind programs are listed on top. You can use this option to select the number of records you want to assign to yourself.

In the Pull Distribution window, go to the Desired Quantity field and define the number of records you want to assign to yourself. Click the Get Records button.

Verify the record assignment in the success message and then refresh your browser.

Pull Previews are listed below Pull Blind and function similar to the Pull Preview/Take Lead feature, available prior to this release. You can use this option to manually assign specific records to yourself.

Click the Get Records button and from the drop-down list, select your Pull Preview program.

Select the check boxes corresponding to the records you want to assign to yourself and then click the Take Records button.

Verify the record assignment in the success message and then refresh your browser.

Maintenance Items

The following maintenance items have been addressed in this release:

Support for Third Party Dialers in Lightning: This enables Pulse users with third party dialers to use the Click-to-Dial feature within the Priority View when in the Lightning Experience. The Pulse instance must have a Lightning-supported OpenCTI adapter that is supported in Lightning and defined on the User record as a Call Center Adapter.

Copy Status Page Updates: Clients with a high number of Velocify Statuses and Actions were unable to load the Velocify Admin> Settings> Copy Status page. As a best practice, Velocify Pulse recommends having no more than 25 Statuses per object and 20 Actions per Status.

Update HUD after Winning Inbound Call: For the Lightning Dialer, an issue was resolved where the Lead’s number was not populated to the HUD when a new Inbound Lead was won.

Permission Set Expiration: Error messages were displayed to users with expired permission sets (such as Salesforce trial feature). This has been resolved.

Special Character in Priority View: Special characters and blank spaces were not properly formatted when displayed on the Invalid Number

Date Display in Priority View: Resolved issue where Date fields were displaying Date/Time, instead of date only, in the Priority View.

Feature Enhancements

New Remote Site Setting

Enable Remote Site Setting for Velocify_API_Gateway

The Pulse 19.2 July Service Pack Release introduces a new Remote Site Setting with auto-refresh logic that can be granted to Velocify by the user.

Authorized users such as Velocify Pulse administrators need to activate this option in all of their Salesforce/Pulse environments (such as Sandbox and Production) prior to July 15, 2019.

If you need assistance with the process, or encounter issues, contact Ellie Mae Support.

To Enable Remote Site Setting for Velocify_API_Gateway:

Log into your Salesforce/Velocify Pulse instance as an administrator and click the Setup icon on the top right corner of the page.

Click the Setup option in the drop-down menu.

In the Setup page, go to the Quick Find field and type Remote Site.

NOTE: Do not press Enter.

Click Remote Site Settings in the search results.

In the All Remote Sites page, go to the Velocify_API_Gateway record, and click the corresponding Edit

In the Remote Site Edit page, select the Active check box and then click the Save

Back on the All Remote Sites page, confirm that the Active check box is selected for the Velocify_API_Gateway

Repeat this process for all your Salesforce instances with Velocify Pulse integrations (such as your Production and Sandbox environments).

If you encounter any issues, contact Ellie Mae Support.

At approximately 8 AM PT on Monday, October 14, 2019, Ellie Mae was made aware that Terremark’s Dallas data center was experiencing network routing issues, causing an outage for Velocify by Ellie Mae customers. By 3 PM on October 14, Terremark resolved their network routing issues and service was restored to most customers. However, some customers continued to experience intermittent service outages on October 15. By the afternoon of October 15, service had been restored to all customers.

Ellie Mae is working with Terremark to identify the root cause of the network routing issues and to mitigate any future disruption. Additionally, Ellie Mae plans to accelerate transitioning our clients out of the Terremark Data Center and on to Amazon Web Services (AWS) and expects to have the majority of our customers successfully migrated in the next two weeks. The migration to AWS will improve performance, scalability and reliability for our customers.

We apologize for the inconvenience the outage has caused. As always, status updates can be found on the Ellie Mae Status Center.

TOPICS COVERED IN THIS ARTICLE:

What are field tags?

How are field tags used?

How do I know what field tags to use?

ENVRIONMENT:

LeadManager

DETAILS:

What are field tags?

Field tags are placeholders that reference specific fields of information within a lead record.

Field tags look like this:{First Name}or{Day Phone}

They text value is typically an exact Velocify field name. It is always contained inside curly brackets {}.

How are field tags used?

The most common use of field tags is in Velocify emails. When the email is sent, the field tags are replacedby the value associated with it from within a lead. For example: {First Name} becomes "John" if the lead record has "John" in the field "First Name".

Below is an example of how field tags look in Velocify when editing an email template (left column), and how they look to the email recipient (right column).

The field tags reference or 'pull in' values from the lead record.

Note:In the above example field tags and associated data are in bold, but that they would NOT appear bold be in the system or in the email.

How do I know what field tags to use?

AField Tag Legendlists all available fields, and their corresponding field tags. This is available in the upper right hand corner on the link calledView Field Tags.

The Field Tag Legend will then appear in a separate window.

Feature Enhancements

Provider Report Sharing Removed from Lead Source Page

Starting with this release, lead source provider data sharing is no longer available.

To support this update, the Share Reports with Provider field on the Add/Edit Lead Source page is being removed.

https://www.twilio.com/docs/voice/client/regions

SMS Updates

The following SMS updates are included with this release:

SMS Seat Limit: SMS column added to the Manage Users page enabling Velocify administrators to identify the users for whom SMS has been enabled.

License and User Counts: The header on the Manage Users page has been updated with counts to display the total number of Velocify, Dial-IQ and SMS licenses, as well as the number of seats of each in use.

Using this information, admins can manage the number of users within the licensed seat counts.

NOTE: To go to Manage Users page, click your name in the upper right of the header, and under Administration, click Users & Groups.

Resizable SMS Window: The SMS chat window edges/borders can now be dragged and pulled to adjust the window size for better usability and an enhanced user experience.

Additional Information (Third Party Updates)

Updates by the following software products/services may have an impact to your Velocify instance:

Google Chrome: Chrome’s July 2019 release disables Flash by default. LeadManager's Dashboard and inbound promo code applet (with MP3 upload option) rely on Flash. If your instance has an MP3/Flash configuration, you will need to manually enable Flash on your browser.

Twilio: Starting on September 30, 2019, Twilio will expand IP ranges used for SIP-based phone (Voice) services. If you are whitelisting IP addresses, you will need to update your whitelist to incorporate these new ranges.

NOTE: If you are not whitelisting IP addresses, no action is required. This update impacts Velocify clients using Dial-IQ with IP who whitelist IP ranges only, and does not impact SMS.

Twilio will expand IP addresses that media servers use to send media for phone calls such as SIP, WebRTC, SIP phones, and softphone.

IPs are published you can white list the published IPs.

If you are white-listing and do not add the new ranges, when Twilio rolls out the new IP pools, your calls might degrade or stop working.

See Also

Chrome's July 2019 Release Notes: https://www.chromium.org/flash-roadmap#TOC-Flash-Disabled-by-Default-Target:-Chrome-76---July-2019-

How to Enable Flash on Chrome: https://support.google.com/chrome/answer/6258784?co=GENIE.Platform\%3DDesktop&hl=en

How to Enable Chrome on Firefox: https://support.digication.com/hc/en-us/articles/115003926487-Enabling-Flash-for-Mozilla-Firefox-Windows-Macintosh-

Media IP Pool Expansion: https://support.twilio.com/hc/en-us/articles/360023883354-Notice-Twilio-SIP-and-Client-Voice-Media-IP-Pool-Expansion-September-2019-

Twilio Client Regions:

NOTE: The above resources/links are publicly available content published by non-Ellie Mae enterprises such as Chromium, Google, and Twilio.

Fixed Issues

The following issues were fixed with this release

Encompass Sync: An issue occurred on some Velocify instances where the Encompass Sync did not run as expected and as a result, leads were not updated. This has been fixed.

Dialing from Calendar Event Reminders: An issue occurred prior to this release with calendar event reminder windows displaying multiple phone numbers. When users attempted to dial a number in the window, the last number was called instead of the selected phone number. This has been fixed so that the correct phone number is dialed from the calendar event reminder window.

SMS Log Data (Lead Log Reports): An issue occurred on some instances of Velocify where custom reports included only the SMS template data and not the SMS chat logs. This has been fixed so that the Leads Log data now displays both SMS chat log and template data.

Feature Enhancements

New Lead Provider Performance Report

A new Lead Provider Performance Report has been added under the Custom Reports menu. This report, designed for mortgage customers using Encompass, enables you to view aggregated lead data based on the lead source for Lead to Loan Close stages of the loan.

Custom Reports

To leverage this report, both of the following criteria will need to be met:

Velocify milestones are mapped to corresponding Encompass milestones

Fields added with the Velocify 18.3 release (to match corresponding fields in Encompass and Encompass CRM) are available in the instance.

The Lead Provider Performance Report is not automatically displayed in the list of Custom Reports. Velocify administrators will need to manually create the report.

To Create a Lead Provider Performance Report:

1. Log in as a Velocify administrator.

2. Click your name and from the Reporting column, click Custom Reports.

3. Click the Create New Report button.

4. On the Step 1 page, select and name your report.

Go to the Base Data drop-down field and select Lead Provider Performance.

In the Report Title field, type a name for the report

Click the Step 2 button

5. On the Step 2 page, add filters to your report (optional)

From the Column drop-down list, select system or custom fields.

Select operators and values.

Click the Add Filter button to include additional filters.

Click the Save & Run button to save your report details and run the report.

NOTE: For more information on Custom Reports, see the LeadManager 18.3.1 Release Notes or our articles on

Messages Displayed When SMS Fails to Send

Starting with this release, when an SMS text fails to send/deliver, one the following messages will display to the sender of the text, depending on the scenario:

No valid number given (if the phone number is not valid)

Send Failed

Cannot send or receive images (this applies to MMS messages)

Updated Description of Inbound Call Distribution Setting

The inbound calls setting description was updated for better understanding and clarity.

This setting defines the maximum number of rings for which a caller will wait while distribution finds an available user.

NOTE: This setting applies only to Dial-IQ: Inbound Distribution Method.

To Access the Maximum Number of Rings Setting:

1. From the Settings menu, select Lead Distribution.

2.From the Distribution Programs tab, click the Edit link corresponding to the distribution program you want to update.

3.In the Program Details tab, go to the Category drop-down field.

Select Dial-IQ Inbound from the sub-category drop-down field to view this setting:

Allow distribution to run for [X] rings. (One ring runs for 6 seconds)

Fixed Issues

The following issues were fixed with this release:

SMS Long Code Numbers are no longer allowed in Dial-IQ Phone Field: When you attempt to use the SMS Long Code Number as a Dial IQ Phone field value, the following message will display when you click Apply or Save:

This number is not available

Minimized SMS message window now notifies the user with a blinking blue display when a new message is received.

Automated reminder text messages will now be sent to users even if their SMS feature is disabled Select the Text (SMS) check box in the Calendar Events window when you create the event to receive the reminders.

Automatic calendar reminders now display the correct date and time for scenarios where the event has already taken place.

Call History API now returns all pages.

Normal View and Priority View buttons are now displayed when you click Cancel on the Lead Add/Edit page.

Inherit Group Filters link now activates when clickingIgnore Group Filters.

NOTE: To access these links, go to Settings> Lead Distribution> Distribution Programs> Edit> User Filters tab> Scroll down to Groups> Expand a group till you reach the user.

Custom Reports - Error message no longer displayed when you edit a custom report.

SMS Stale Channel Management SMS channels are now archived when they have been inactive for the prescribed time span. They are reconstituted when the conversation reactivates.

Feature Enhancements

System Performance Improvements

Updates have been made to the system to reduce memory consumption in dedicated web servers. These updates will help reduce occasional timeouts and latency issues that have impacted clients in earlier versions of LoanEngage and LeadManager.

These updates will help reduce occasional timeouts and latency issues that have impacted clients in earlier versions of LoanEngage

New Character Counter in SMS Message Window

A new character counter is now displayed at the bottom of SMS message window when corresponding with a lead.

The counter displays 0/500 by default, and then increments by one with every character typed.

When the character counter reaches 500/500, no more characters can be typed.

Editing or backspacing that deletes characters decrements the counter and enables more typing if less than 500 characters have already been typed.

Sending an SMS message resets the character counter to 0/500.

Fixed Issues

When Archiving a Conversation, Then Re-Opening the Conversation, Messages Are Not Displayed Properly

A rare issue occurred for some agents when they archived a conversation with a lead, then re-opened the conversation. Sometimes, the messages did not display properly. This issue has been resolved and the messages are now displaying in the SMS message window as expected.

TOPICS COVERED IN THIS ARTICLE:

How to Create a Hierarchy of Groups

ENVIRONMENT:

LeadManager Advanced Edition only

STEP BY STEP INSTRUCTIONS:

Main Group:

Your LeadManager comes with a "Main" group that simplifies the process of configuring settings for your users. For instance, you can set up rules to control the distribution of leads for all users within any group. Even if you do not have multiple teams of employees, we recommend that you add your users to a group.

If you would like to create a number of groups with a hierarchical structure:

Plan your structure on paper.

Note that a manager of a group has control over both their group as well as the sub-groups beneath them in the hierarchy.

First, access the Menu page by clicking on your name in the upper right of the header.

Under Administration, click on Users & Groups

Click the Add New Groupbutton

Enter a title for the group (e.g. "Team A"), choose a Parent Group (the parent group for Chicago Team A would be East Coast), and then click Submit.

Next, click the Users link to the right of a group,

Select the desired users from the Available Userspane, and then click Assign .

Select the manager's name in the "Users in group []" pane on the right and click Set as Manager.

Click Return to Manage Groups, and then repeat for each remaining group in your company.

TOPICS COVERED IN THIS ARTICLE:

Adding a user to a group

ENVIRONMENT:

LeadManager Advanced Edition only

STEP BY STEP INSTRUCTIONS:

The Manage Groups page provides an easy way for you to organize your users into groups. These groups can be organized based on their branch location, role in Velocify, or position in your company. Adding or removing users from a group is a quick process.

To add users to agroup take the following steps:

First, access the Menu page by clicking on your name in the upper right of the header.

Under Administration, click on Users & Groups

Click theUserslink to the right of the group to which you want to add the user.

In theAvailable Userspane, select each user name that should be assigned to the group, then click theAssign

TOPICS COVERED IN THIS ARTICLE:

Colors and Highlights on the Lead View page

ENVIRONMENT:

LeadManager

DETAILS:

Leads can appear in three different colors in both the Priority and Normal Views of Velocify:

Blue: This means that the lead is newly assigned to this user, and the user has not yet taken an action on this lead.

Yellow: This means that the lead has been “flagged” by the user using the flag icon on the page. It does not change the disposition of a lead, but the color of the lead is changed for easier viewing in the Priority and Normal View.

White: This means that the lead has had an action taken on it since being assigned to the current user.

TOPICS COVERED IN THIS ARTICLE:

How To Change the Status of Multiple Leads in the Normal View

ENVIRONMENT:

LeadManager

STEP BY STEP INSTRUCTIONS:

NOTE: status changes via Normal View supports 100 leads at a time at a time.To change the status of more than 100 leads at once, please use custom reporting and batch processing.

Go to theLeadstab in and selectNormal View

Select the leads whoseStatusyou want to change. Selecting a lead is done by clicking the check box in the Selection Column.

The Selection Column appears at the left side of the View Leads Table.

Select the leads that you want to change theStatusfor by checking the box next to each corresponding lead record.

NOTE: You can select only 100 leads at a time

With the desired leads selected, click theLead Control Arrow iconwhich appears at the top of the Selection Column.

Clicking here will reveal theLead Control Menu. Please note that depending on your role, the Lead Control Menuitems will vary.

Move your mouse over ChangeStatusto reveal a list of the possibleStatuses.

Move your mouse to theStatusyou would like to change the leads to and click.

TheNormal Viewpage will now reload with the changes you made.

TOPICS COVERED IN THIS ARTICLE:

How To Work and Disposition Leads

ENVIRONMENT:

LeadManager

DETAILS:

In the Velocify system, we don't typically use the term disposition for leads. Instead, we describe the process of updating and managing leads as workflow'. Workflow consists of a 2 primary elements: Statuses and Actions. As leads move through the sales process, workflow elements can automatically trigger emails, reminders and lead assignment.

Statuses

Statuses are a one or two word description of exactly where a lead is along the sales/enrollment/process cycle. It is often thought of as the Disposition or Stateof the lead.

Examples:

When viewing the normal list view of leads, users can clearly see the current Status of every lead

The Status isalwaysdisplayed at the top of each lead in the detailed view of the lead.

NOTE: Users do not directly change Statuses.Instead, users of Velocify update a lead bytaking Actions.

Actions

An action represents the specific activity or disposition a taken by a rep/user. They typically describesomething a user/rep woulddoin the real world. They are the way a user updates leads. Working leads is done by taking Actions. Actions create a complete history of everything that has been done with a lead, when it was done and who did it.

Examples:

Actions appear in a dropdown menu in the lead.

Users will select the correct Action from those available in the menu, and then click ‘Add Action’.

The Actions are also available to select from the Dial-IQ Hud at the bottom of the UI

Note: Dial-IQ is an add on feature. To add Dial-IQ to your account, please contact your Account Manager.

Workflow

Workflow describes how Statues and Actions operate together so that a user can move a lead through the specified steps in an sales or enrollment cycle.An action is something a user/repdoesto update a lead, and a status is a description of where the leadisin the sales cycle

Taking Actions updates the lead and moves it into the correct Status.

When the rep/user adds the Action, Velocify moves the lead into the correct Status, and the lead’s history (Actions and Logs) record the Action taken along with notes, the user, and a time-stamp.

NOTE:An Action may not necessarily always trigger a Status change.For example (using the above workflow as a reference), a lead is in the ‘Contacted’ status; an rep may call this lead to obtain additional information or check-in. The rep may update the lead by taking the Action “Called: Left Message” to record activity with this lead. However, the lead isstillin the ‘Contacted’ status. Nothing about where this lead is along our sales cycle has changed.

TOPICS COVERED IN THIS ARTICLE:

How to trigger a post off of a status change

How to trigger a post off of an action

How to make a delayed post

ENVIRONMENT:

LeadManager Advanced Edition only

STEP BY STEP INSTRUCTIONS:

How to trigger a post off of a Status Change

Posts must be created prior to setting up triggers.

Unless a delay is configured posts are triggered when the lead changes into that status.

For instructions on creating posts, please review this article: Manage Posts: Detailed Review

To trigger a post off of aStatus Change

First, access the Menu page by clicking on your name in the upper right of the header.

Under Administration, click on Statuses & Actions

Find the status which will trigger the post.

To the right of the status, under Optionsclick thePostslink.

In thePost Templatesmenu for the status

Click on the post template you created on the left, click onAssign, and the post template will then be assigned to that status.

Note: The post will be triggered or Queued to go out the moment the lead changes into that status.

How to trigger a post off of an action

NOTE: Unless a delay is configured posts will be triggered the moment the associated action is taken on the lead.

To trigger a post off of anAction

First, access the Menu page by clicking on your name in the upper right of the header.

Under Administration, click on Statuses & Actions

To the right of the ActionTitle look for the options column and click on the posts link.

In thePost Templatesmenu for that particularAction

Click on the desired post template on the left, click onAssign, and the post template will then be assigned to that status.

Click Return to Manage Status to save changes

How to make a Delayed Post

To control theTiming & Rulesfor your posts, follow the instructions below.

First, access the Menu page by clicking on your name in the upper right of the header.

Click on View All Items

Click on Manage Posts (Administration - Communication)

To the right of the post template you created, look for the options column and click on the Settings link.

In this screen you have the ability to:

Send the post immediately when the trigger occurs

Send the post after the trigger occurs based on the time set

Send the post before or after the selected system field

3. After you confirming the delay, click Apply orSubmit, locatedin the lower right hand corner.