With the release of PhoneTools 3.0 comes changes to the PhoneTools status icons and colours. This change removes ambiguities and provides additional clarity at a glance.
Not listed
The ‘Not listed’ status indicates:
The number has been screened and does not exist on the databases screened against.
The Next Screen Due date in the future.
Changes: The status has changed from a tick on a green background to a phone icon on a green background.
Listed
The ‘Listed’ status indicates:
The number has been screened and exists on a database screened against.
The Next Screen Due date in the future.
Changes: The status has changed from a cross on a red background to a phone with a strikethrough icon on a red background.
Not yet screened or overdue
The ‘Not yet screened or overdue’ status indicates:
The Next Screen Due date is in the past, or empty.
The record needs screening to provide a valid result.
Changes: ‘Not yet screened’, previously represented by a question mark on an amber background, and ‘Overdue’, previously represented by a clock on an amber background, have now been changed to a refresh icon on a blue background. These statuses have been merged because as the action for the user is the same (i.e. submit the record for screening to provide a valid result).
Error
The ‘Error’ status indicates:
There was an issue with the number (i.e. a bad number), or an issue with the screening job (i.e. the org has run out of screening lookup).
The issue needs to be resolved to provide a valid result.
Changes: The status has changed from a cross on a red background to an exclamation mark on a yellow background.
Excluded from Screening
The ‘Excluded from screening’ (formerly ‘Not required’)status indicates:
The org is configured with a formula rule for establishing whether the record should be screened. The status indicates that the record does not meet the requirements for screening.
Changes: The icon has remained the same however the prompt text has changed from ‘Not required’ to ‘Excluded from screening’.
To learn more about what’s new in PhoneTools 3.0, please refer to: Link
How to upgrade
Upgrade to PhoneTools 3.0 now!
Simply install the latest package from the Salesforce AppExchange to access these latest features.
If you aren’t using PhoneTools already, you can get started with all the latest features for free! Screen your phone numbers on up to 250 records each month against the TPS and CTPS lists at no cost.
This cold calling series is written in partnership between ProvenWorks and RocketPhone.Ai
This article is not intended as legal advice. This is guidance that discusses specific tools which, when used correctly, can form part of a solution to ensure compliance. For legal advice, consult a qualified legal practitioner.
Cold calling remains a powerful tool for sales teams to connect with potential customers but scaling up this strategy while ensuring compliance with regulations can be a daunting task. Fortunately, for Salesforce users, navigating these complexities is made easier with a range of tools available on AppExchange. In this final part of the series, we’ll explore some of the must-have tools to help you make cold calls through Salesforce in a compliant way, ensuring both effectiveness and adherence to regulations.
Salesforce ISVs and compliance
The Salesforce AppExchange is a thriving marketplace offering a diverse range of solutions designed to enhance the functionality and capabilities of Salesforce. What makes AppExchange particularly valuable is its vast selection of products tailored to niche requirements, such as compliance. Whether you’re looking for solutions to streamline TPS and CTPS screening or sophisticated AI-powered tools to ensure GDPR and FCA compliance, AppExchange provides a curated selection of trusted solutions to meet your unique needs.
PhoneTools: TPS and CTPS screening in Salesforce
Our first solution is, PhoneTools by ProvenWorks, a native solution for Salesforce that enables you to automatically and manually screen phone numbers against the Telephone Preference Service (TPS) and the Corporate Telephone Preference Service (CTPS).
PhoneTools provides instant feedback within Salesforce, letting sales reps know if a number is safe to call. To streamline your workflow, schedule automatic screening or use a formula field to target only numbers requiring checks. Plus, it’s completely free if you are screening less than 250 records a month.
By automating this process, PhoneTools helps sales teams stay compliant with PECR regulations, minimising the risk of calling numbers registered on these preference lists. With PhoneTools, you can focus on making meaningful connections with prospects while ensuring regulatory compliance effortlessly.
With PhoneTools 3.0, its latest release, it has introduced a refreshed user experience with sleeker design and enhanced functionality, including updated traffic light icons for clearer status indicators, a smoother setup process, and convenient telephone hyperlinks for faster dialling. This upgrade makes it easier than ever to manage compliance and enhance call workflows in Salesforce.
RocketPhone: Leading Salesforce CTI with compliance features
RocketPhone emerges as a leading Salesforce Computer Telephony Integration (CTI) solution, leveraging AI to optimise phone-based sales operations while ensuring compliance with regulations such as GDPR, Ofcom, and FCA. Beyond serving as a robust phone system for Salesforce, RocketPhone offers a suite of compliance tools to enhance your sales processes.
Firstly, its AI bookmarking feature listens to conversations to detect marketing consent, automatically updating GDPR preferences in Salesforce and blocking calls to prospects marked as “do not call.”
Secondly, RocketPhone employs smart progressive dialling to prevent breaches of Ofcom’s rules on silent calls.
Lastly, its proprietary voice AI models can identify signs of vulnerability in conversations, alerting agents to avoid inadvertently mis-selling and ensuring compliance with FCA consumer duty regulations.
Call scripts: Ensure phone compliance with Salesforce’s native scripting tool
Sales Engagement (formerly known as High Velocity Sales) in Salesforce offers call scripts as a powerful feature designed to help cold callers follow a predetermined and compliant script. These call scripts provide sales representatives with structured guidance and prompts during customer interactions, ensuring consistency, efficiency, and compliance.
Call scripts ensure that sales reps deliver consistent and accurate information to customers, minimising the risk of inadvertently providing misleading or incorrect details that could lead to compliance issues. Scripts can be built to include specific language and disclosures required by regulatory bodies such as GDPR, FCC, or FCA.
With the right tools at your disposal, cold calling at a scale through Salesforce can be both an effective and compliant strategy. By leveraging the power of the Salesforce and integrating solutions like PhoneTools and RocketPhone, you can ensure your sales team stays on the right side of regulations while maximising their outreach and building valuable connections with potential customers.
This concludes our cold calling series, covering why cold calling is essential for your business strategy, how to remain compliant when calling in the UK and finally scaling your business with cold calling. We hope you enjoyed the series and will utilise the knowledge provided to improve your cold calling strategy.
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