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PhoneTools: Adding the component to a page layout

To allow users in the organization to check the status of a phone number on a record, you will need to add the PhoneTools lightning component to the lightning record app page.

  • Go to Setup | Object Manager.
  • Navigate to the object that you would like to add the PhoneTools component to.
  • Select Lightning Record Pages.
  • If you already have a record page, select its label and press Edit. Or choose New if you would like to configure a new record page.
  • Select PhoneTools from the Lightning Components list on the left of the screen and drag the component to your desired location on your page layout.
  • In the panel on the right of the screen, select Enable screening.
  • Press Save, and Activate if required.

Note: you can use Add Filter to create rules for when the component is visible. i.e hide if phone field is empty.


Back to the PhoneTools installation walkthrough


PhoneTools: Choose which services to screen against

The fields are now configured with PhoneTools for screening and it’s now time to choose which service(s) to enable screening functionality against.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Screening tab.
  • Select UK-TPCS and/or UK-CTPS.
  • Enter an admin’s email address into Email address for screening alerts.
  • Select Save All.

Back to the PhoneTools installation walkthrough

PhoneTools: Configure a field for screening

Introduction to the fields to screen

Fields to screen is the heart of the application. It tells PhoneTools which fields in your organization need screening. PhoneTools will only screen phone fields that are configured and have the Enabled Screening checkbox enabled. We will cover this more in the article.

What’s available out the box?

Out of the box, PhoneTools comes configured with the following fields but by default, will NOT have Enabled Screening checked:

  • Account.Phone
  • Account.Fax
  • Contact.Phone
  • Contact.HomePhone
  • Contact.MobilePhone
  • Contact.AssistantPhone
  • Contact.OtherPhone
  • Lead.Phone
  • Lead.MobilePhone

Adding additional phone fields

You can add additional phone fields to the configuration.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select Add Field.
  • Select the Object.
  • Select the Phone Field.
  • Choose the appropriate fields discussed in in the picklists.
  • Press Save.

Enabling screening on phone fields

With the phone fields now configured with PhoneTools, we can enable them for screening.

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select edit next to the field that you would like to enable screening for.
  • Select Enable Screening and four picklists will appear.
  • Choose the appropriate fields in the Phone Status Field, Next Screen Due Field and Screening results Field picklists (as discussed in the previous article).
  • Select Save.
  • Repeat this step for each field that is to be enabled for screening.

Back to the PhoneTools installation walkthrough

PhoneTools: Creating custom functional fields

What do the custom functional fields do?

PhoneTools relies on three custom fields to store a records’ TPS and CTPS status, we call these the “functional fields”.

The three functional fields are:

  • Phone Status Field
  • Next Screen Due Field
  • Screening Results Field

We will use these fields later in the configuration.

If you are implementing PhoneTools on one of the out of the box object, the functional fields have already been created for these object and you can move onto the next article.

If you plan to use PhoneTools on another object, continue reading.

Creating the functional fields for an object

When you know which object you need to create the three fields for, follow the steps below.

We’ll start by creating the Phone Screen Status field:

  • Go to Object Manager, locate the Object, and go to Fields & Relationships.
  • Select New.
  • Choose the data type: Picklist.
  • Select Next.
  • Add a Field Label (we suggest ‘Phone Screen Status’)
  • Select Enter values, with each value separated by a new line.
  • Add the following values to the text area:
    • Not screened
    • Error
    • Safe to Call (not listed)
    • Caution (partially listed)
    • Do Not call (listed)
  • Select Next.
  • Provide visibility to all the users who will be screening records, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

Now for the Next Screen Due field:

  • Select New.
  • Choose the data type: Date/Time.
  • Select Next.
  • Add a Field Label (we suggest ‘Next Screen Due’)
  • Select Next.
  • Provide visibility to all the users who will be screening record, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

And finally for the Phone Screening Results field:

  • Select New.
  • Choose the data type: Text Area (Long).
  • Select Next.
  • Add a Field Label (we suggest ‘Phone Screening Results).
  • Leave the Length and #Visible Lines at their default values.
  • Select Next.
  • Provide visibility to all the users who will be screening record, this can also be handled in a permission set afterward if preferred.
  • Select Next and Save.

Now your fields are created, you’re ready to start configuring the “Fields to Screen”!


Back to the PhoneTools installation walkthrough

PhoneTools: Trigger creation

What’s supplied out the box?

PhoneTools comes packaged with triggers for the following objects:

  • Account
  • Contact
  • Lead

This means that if you’re only screening fields on the above objects, there is no requirement to add a custom trigger to your organization and you’re ready to move on to the next step.

If you plan to use PhoneTools on another object, continue reading.

Creating a trigger

We’ve made it as straightforward as possible to add a custom trigger to any object in Salesforce allowing you to start screening any phone field against the TPS and CTPS databases.

  • Go to Setup.
  • Navigate to Object Manager.
  • Locate the Object you want to create the trigger for.
  • Select Triggers and New.
  • Paste the following code snippet into the box provided.
Trigger PhoneToolsPhoneNumberUpdate_OBJECTLABEL on OBJECTAPI (before update) {
    pw_pss.PhoneNumberUpdateHelper.ProcessUpdate('OBJECTAPI', Trigger.oldMap, Trigger.newMap);
}
  • Replace OBJECTLABEL with the label name of the object you’re creating the trigger for.
  • Replace OBJECTAPI with the API name of the object you’re creating the trigger for.
  • Select Save.

Note: to deploy a custom trigger to production, you may be required to provide code coverage to the trigger. To do this, you will need to create an apex test to insert a record to the object you created a trigger on.


Back to the PhoneTools installation walkthrough

PhoneTools: How does TPS and CTPS screening work in Salesforce?

Introduction

PhoneTools is a quick-to-launch TPS and CTPS screening solution for Salesforce CRM allowing your organization to assist with PECR compliance in minutes. The solution is built solely for Salesforce, by Salesforce experts.

Out of the box

Out of the box, PhoneTools supports the following objects:

  • Accounts
  • Contacts
  • Leads

This means that we have already:

  1. Provided a custom trigger for each object
  2. Created the required functional fields for each object
  3. Configured the default phone fields in the “Fields to Screen” settings

This means if you’re using any of the objects and fields listed above, it’s a swift process to implement. If you’re not using the above objects or fields then don’t panic, we cover how to configure PhoneTools for these scenarios too!

How TPS and CTPS screening in Salesforce works

PhoneTools will screen any phone field that is configured in the package’s “Fields to Screen” settings. This means there is no code required to implement (with the exception of a formula if you would like to set up screening criteria, but we’ll cover this later!).

Each object that contains phone fields that need screening against the TPS and/or CTPS database must contain three custom functional fields to track the phone fields’ TPS and CTPS statuses. These fields will also identify when the next screen is due, and provide a summary status for the whole record. A description of these three fields can be seen below:

  • Phone Status Field – provides a record status that summarizes the screening results of the configured phone fields. See more information about the record statuses.
  • Next Screen Due Field – when a record is screened, a date stamp is added 21 days in the future. This will indicate when the record next needs to be screened. (You will not be charged any extra for screening a record more than once a month.)
  • Screening Results Field – a JSON output listing the results for each screened field. This is perfect if you’re interested in doing some custom development on top of the solution.

When a phone number is updated on a record, all three functional fields are set to NULL on the record. This indicates that the record needs screening. This can either be screened manually by your users, or have it automatically screened with a batch job.

When a record is screened, each of the functional fields will be updated in accordance with the response from the PhoneTools service.

How can my users tell what’s safe to call?

A Lightning component needs to be added to the users’ record app pages. This provides a breakdown of the statuses for each configured phone field to screen. See more information about the phone statuses.

The Phone Status Field noted earlier in will also contain a summary status for each record. This can be used in reports to quickly identify records that have all numbers listed on either database, no number listed on either database, or records that contain some numbers that are listed on either database.


Back to the PhoneTools installation walkthrough


PhoneTools TPS & CTPS: Installation Walkthrough

PhoneTools is one of the quickest ways to begin screening your Salesforce records against the UK-TPS and UK-CTPS databases to check whether the numbers are safe to call. This installation walkthrough will get you set up with a basic configuration in no time so you can rest easy and know you have a solution in place.

Introduction

Object and field configuration

Record screening criteria

Lightning component

Screening options

5 things you need to know about the UK Telephone Preference Service (TPS)

If you’re a UK entity that makes cold calls to UK numbers, you cannot afford NOT to know about the Telephone Preference Service. Let’s dive in.

1. TPS is the UK Telephone Preference Service – the UK’s only official ‘Do Not Call’ register

The Telephone Preference Service (TPS) is the UK’s only official ‘Do Not Call’ register for landline and mobile numbers. It allows people and businesses to opt out of unsolicited live sales and marketing calls. TPS is a free service that currently contains millions of UK phone numbers – at the time of posting it was 17,771,026 numbers!

There is also a register for businesses called the Corporate Telephone Preference Service (CTPS).

2. You cannot call any number registered with the TPS or CTPS even if they are an existing customer

That’s right. It’s illegal to call any number on the TPS or CTPS unless:

  • the person has specifically consented to your calls
  • the call is in relation to pension schemes and you meet a strict criteria

If you’re not sure about whether a number is on the TPS, it’s not worth risking it… as you’re about to see.

3. You can be fined up to £500,000 for calling numbers on the TPS

The Information Commissioner Office (ICO) is responsible for enforcing the regulations and will determine what action should be taken for breaching the regulations. They can issue fines of up to £500,000.

This isn’t an empty threat. You can read about recent action the ICO have taken here.

4. You must screen against TPS/CTPS once every 28 days

If you are making unsolicited sales calls, you are legally required to screen against TPS/CTPS. You must do this at a minimum, every 28 days – it’s the law. If you want to find out more, read the Privacy and Electronic (EC Directive) Regulations 2003 (known as PECR).

It’s a common misconception that buying data that has already been TPS screened does not require ongoing screening. This is wrong. This also means that if you register your number on the TPS, you should allow 28 days for it to become effective.

5. TPS screening is a legal requirement for companies, voluntary organisations and charities

Don’t think this is just for private companies. The TPS list means no organisation for profit or non-profit – including companies, charities, voluntary organisations and political parties – can call that number.

Screen your numbers against TPS and CTPS within Salesforce

✔️ no code ✔️ screen within Salesforce ✔️ manual and automated screening

Hop on a call with us to check out PhoneTools, our app for Salesforce that keeps you compliant!


Learn more

If you want to find out more information about the Telephone Preference Service, check out these resources:

https://www.tpsonline.org.uk/

https://ico.org.uk/

https://www.legislation.gov.uk/uksi/2003/2426/contents/made

PhoneTools: phone screening statuses

Overview

PhoneTools from ProvenWorks safeguards Salesforce users against breaching privacy laws when contacting potential customers in the UK. This is done through Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS) register checks.

The managed package assigns statuses to each record at two levels, record level (a summary status of all phone numbers on the specific record) and then drilling into it, a phone number level (highlighting the status of individual phone numbers).

So what are the statuses and what do they mean?

Record Level Statuses

The record level status provides a summary of each of the numbers that exist within the record. This status is ideal for use in Salesforce reports to quickly identify whether a record has callable numbers.

  1. Not Screened – The record contains phone numbers that have not yet been screened against the configured databases
  2. Error – There is an issue with one or more of the numbers that exist on the record
  3. Safe to Call (not listed) – All numbers on the record are considered safe to call and not listed on the databases screened against
  4. Caution (partially listed) – The record contains both numbers that aren’t listed as well as numbers that are. A breakdown of which numbers are safe to call can be found by looking at the Phone Level Statuses on the record page layout.
  5. Do Not Call (listed) – All numbers on the record are listed in either database

Phone Level Statuses

The phone level status is displayed within a Lightning Component that can be placed onto your record app pages. These statuses provide a clear summary at a glance of which numbers are callable on the record.

  1. Green – Not Listed on TPS/CTPS register, it is okay to call
  2. Red – Listed on TPS/CTPS register, it is not okay to call
  3. Amber – Not Screened or Overdue

If you want to find out more about PhoneTools please get in touch at info@provenworks.com or Arrange a Demo via the PhoneTools product page!

PhoneTools: Formula Field

Please note: PhoneTools has two features: Click to Call and SMS functionality, and Phone Screening functionality. This installation article will cover Formula field creation which is relevant to Phone Screening.

Formula Field Configuration

We understand that you won’t want to screen every number in your Salesforce Org, so we provide the ability to include/exclude numbers based on a true or false formula.

For this example, we want to exclude any number that sits on a record where the Billing Address is not “United Kingdom” or is left blank, as we are going to make an assumption that the number on the record won’t be British.

Note that you can configure your formula to whatever your own requirement is giving you full control over your screening process.

Creating a Formula

Navigate to Setup and select Object Manager. Once the page has loaded, select the object you want to create the formula for by clicking the Label.

Click Fields & Relationships and then select New.

Type your formula into the field which must result in 0 or 1.

0 = Number doesn’t require screening 1 = Number does screening

Here is a basic formula used for this example:

  • IF(OR(BillingCountry=’United Kingdom’,ISBLANK(BillingCountry)), 1, 0)

Select Next and then ensure that All Profiles are granted Visibility to the formula. Select Next and uncheck adding the formula field to your page layout. Then press Save to finish.

Adding the Formula to the Phone Field

Navigate to the Salesforce App Launcher and then select PhoneTools Administration under All Items. Once loaded, select the Installation sub-tab.

Scroll down to the Fields to Screen section and select Edit next to the field that you just configured your formula for.

Scroll down the Formula Field picklist to find your new Formula’s API name. Once chosen, select Save.

Now when checking a record that doesn’t meet the formula criteria, the TPS and CTPS alert bubbles will display grey with a Not Required status.

Like the sound of PhoneTools?

Great! PhoneTools is our 5* app for Salesforce that lets you screen phone numbers against UK TPS and CTPS to keep you PECR compliant. All within Salesforce with no coding required!

Try out PhoneTools for free on the AppExchange.

Got questions?

If you are experiencing any issues, or have any questions, please reach out to support@provenworks.com where a member of our team will be happy to assist.