Delta Dental

• What is Ribbit for Salesforce?
• How does it work?
• Which features will save me time and make me more productive?
• How do I view and manage voice messages in Salesforce?
• What number do I call to retrieve messages from my phone?
• How do I read the text transcriptions of my voice messages in Salesforce?
• How do I call Voice Memos into Salesforce instead of typing?
• How do I "Attach" message to Accounts, Opportunities, Contracts etc...?
• How do I "Search" for voice messages?
• How do I use the online backup of my phone in Salesforce?
• How do I make outbound calls from the Ribbit phone in Salesforce?
• How do I get started?
• So can I still get my messages from my phone like I do today?
• Where can I find a full description of all the features?
• How do the activation codes for call forwarding work?
• Does voice message storage consumption impact my Salesforce account?
• Is this a secure application?
• How do I keep a call alive on the Ribbit phone while I browse across tabs or web pages?
• How long does it take for the text transcriptions of messages to arrive?
• How does the text transcription part of the service work, is it secure?
• Can other Salesforce users get access to my personal messages?
• How do I keep things synchronized between phone access and Salesforce?
• Can I route my landline phone into Salesforce as well as my phone?
• How do I switch back to my regular voicemail if I need to? Can I switch back and forth?
• When and how do I need to setup the Adobe Flash Settings in Salesforce?
• How do I contact Ribbit support?

Ribbit for Salesforce is the first Ribbit business application. It's an easy to use service that links voice communication to Salesforce. calls, voice messages and text transcriptions automatically flow into Salesforce, so you can play, read, store, search, and act on voice communications right inside your Customer Relationship Management (CRM) web environment. This service also enables easier access to your messages from your phone. Automating the flow of communication saves you time and captures more information about your customers.

Calls and messages to your existing number(s) flow into Salesforce. The service works with existing U.S. AT&T, Verizon, and T- numbers and a wide range of landline systems and providers which support conditional call forwarding (call forward on busy/no answer). .Instead of calls going to the standard voicemail they get routed to Ribbit and automatically flow into Salesforce. Ribbit uses a standard feature called conditional call forwarding, also referred to as call forward on busy / no answer, so your unanswered calls go into your Ribbit for Salesforce service instead of your standard message box. During the user activation process we provide a code that you dial from your phone that sets up automatically. It's an easy process to get started, (and if for any reason you are not satisfied, it's just as easy to switch back to your standard voicemail). Landline routing into Salesforce requires that your desk phone presents the DID (individual phone number) for the user vs. the corporate main number as the caller ID for outbound calls.

Beyond automatically linking calls and messages into Salesforce, Ribbit provides easier ways to retrieve messages from your phone. Instead of the standard voicemail indicator on your phone, you will get individual text (SMS) message or email alerts for each new message identifying the caller (where possible) and showing the voice to text transcription of what they said. The notifications also enable you to go straight to the message that's most important and easily access key ones later. In addition, you can dial into the main Ribbit number to easily listen to and navigate through all your messages. The Ribbit phone number for general voicemail access is (619) 916-2500. We recommend setting this up as a speed dial for easy access.

1. Messages in your work flow - your voicemail is automatically organized in Salesforce along with the text conversion so you can read them at a glance. Attach messages to any record, or share with the team. Search for messages by key words. Unlimited storage and control means no more wasting time, scribbling notes, or forced message deletion.
2. Voice memo updates - Record a memo by phone and read it later in Salesforce. A time saving alternative to manually logging in and typing notes in Salesforce.
3. Online backup of your phone - Take and make calls in Salesforce with an online clone of your phone. Dial from Salesforce contacts and get automatic logs instead of manually creating them.
4. Faster message access from your phone - Receive SMS alerts and emails for each voicemail. Read the text conversions of the messages to save time. Dial into our smart voicemail service to access all your messages.

The "Message Box" on your Salesforce home page is the primary interface. Messages will automatically appear as rows in the message box, in a format similar to email. The message counter above the phone will automatically update within 90 seconds of a new message arrival. Messages that match leads or contacts are also automatically organized for you in individualized message boxes on the lead and contact pages. Next time you refresh the home page or click on the "Refresh" button on the message box you will see it. The control panel on the bottom of the box enables you to manage your messages.

(619) 916-2500. We recommend setting this up as a speed dial on your phone for easy access.

The text transcriptions automatically popup in a yellow "tool tip" box in the message box as you scroll through each message (row) with your mouse. You can also read and edit the text by selecting a message (single click) and clicking on the "Text" button on the control panel of the message box.

It's easy. From one of your phones that you've registered to Ribbit dial into the main service number: (619) 916-2500. Press "*" to get to the main menu. Press "5" to record a memo. The memo will automatically appear in your Home page message box in Salesforce along with the text conversion. From here you can Attach it to the relevant record in Salesforce.

Select a voicemail or a voice memo in your message box by clicking on it. Click the "Attach" button on the control panel. From the pull down menus select the target record where you would like to attach the message. Both a link to the audio file and the text transcription will be attached as part of a standard Salesforce task in the Open Activity list on the target record page. For example, if you attach a message to the "Edge SLA" opportunity, you will see a new Task in the Open Activity list on the "Edge SLA" Opportunity page when you go there. The text of the message and the link to the audio both appear in the comments section of the task.

Enter keywords you are looking for in the green "Search" box on the upper right corner of the Message Box. The search function looks for terms contained in the voice to text transcription of the messages as well as tags, sender name, and account name.

Inbound calls that you don't answer on your phone will automatically ring through to the Ribbit phone in Salesforce. Click the "Answer" button that appears in the phone in the sidebar (left column) of Salesforce to pickup the call. When taking calls you will be using your PC microphone and speaker. We recommend using a standard computer headset for best quality. Inbound calls from numbers matching leads or contacts will automatically create standard call logs associated with the relevant record. Be sure to follow instructions to enable your PC microphone for the Adobe Flash Player during initial setup. If you forgot to do this during setup you can easily access the Adobe mic control by clicking on the "Settings" section of the Ribbit tab. You can get to the Ribbit tab quickly by clicking on the "Settings" button under the phone in the Salesforce sidebar.

There are four ways to quickly make calls from the online phone: keypad dialing, calling off your Salesforce directory of contacts, one-click calling from a link next to a contact number, or returning a call from a voice message. To most effectively use on-click dialing, we recommend that you "Eject" the phone from the sidebar prior to placing calls. All outbound calls to recognized lead or contact numbers will be logged in the Activity History section of the relevant record.

There are four required steps in the "Welcome to Ribbit for Salesforce" wizard to complete user activation:

1. Enter your phone number.
2. Dial conditional call forwarding code into phone. (code provided in wizard).
3. Click "Test" button for Ribbit to place test phone call to your phone to validate that conditional call forwarding has been properly setup.
4. Setup new voicemail account for phone (select PIN and record greeting). Optional - Confirm that Adobe Flash Player microphone is active for web calling. At any time should you decide you want to go back to your standard voicemail, you can easily do so by entering the deactivation code* into your phone. *See activation/deactivation table in the User Guide for codes or contact support@ribbit.com.

Yes. The service also makes it easier to access your messages from your phone. There are three ways to retrieve messages from your phone.

1. Dial into the main Ribbit number (619) 916-2500. Dialing into this number gives you full access to your inbox to play and manage all of your messages. We recommend setting this up as a speed dial.
2. You will get an SMS (text message) notification every time you get a message. The SMS contains the text conversion of the voice message, so you can just read it. If you want to listen to it, you can get straight to the audio for that message by clicking the dial in # contained in the SMS message.
3. If you get email on your phone, you can enable email notifications for each message and read the text conversion of the voicemail from your email client. Note: The SMS notifications replace your standard "New Voicemail" indicator on your phone.

Please refer to the Ribbit for Salesforce User Guide or datasheet. These are available at www.ribbit.com/salesforce or at our Salesforce AppExchange listing. www.appexchange.com. Please contact support (support@ribbit.com) if you are looking for more information.

To use Ribbit, you need to simply tell your phone that missed or ignored calls should be sent to Ribbit instead of your legacy system. It's easy to switch back to your standard voicemail if you'd like to at anytime. To do this, set "call forwarding" on "busy/no-answer" to Ribbit's number: (619) 916-2500. Depending on your exact phone model, you will either be able to send a "star code" through your phone, or use your phone's menu to set call forwarding.

Using a "star code"
A star code is a string of numbers that start with " * " - which is why it's called a star code. The star tells the phone system that an instruction is coming and the number after the star is the instruction. For example, *72 turns on call waiting for most home phones. The Salesforce User Guide shows the "star code" and number that sets call forwarding on busy/no-answer for the major phone providers. If this code doesn't work for your phone, use the phone's menu system as follows. Some phones, like the Blackberry and Palm Treo series, don't recognize star codes as telephone numbers and see them as a dialing error. The good news is that these phones allow you to manually change the phone's call forwarding numbers.

Using phone settings
Start by looking for "Settings," "Phone," and "Forwarding." There are three forwarding conditions: Busy - you're already talking on the phone, Unavailable - your phone is off or out of signal, and No Answer (No Reply) - your phone rings and you don't answer it. Follow your phone's menu prompt to locate the call forwarding controls. Change each of the busy, unavailable, and no-answer/reply call forwarding numbers to Ribbit's system phone number (619) 916-2500.

No, the audio files for the messages are securely stored at Ribbit's hosting partner, OpSource. OpSource is a qualified Salesforce.com hosting partner.

Yes, Ribbit for Salesforce was designed according to AppExchange best practices and is a Certified application. For more information on Certification requirements go to: http://wiki.apexdevnet.com/images/a/ad/AppExchange_Security_Checklist.PDF

Calls that you answer or make with the phone embedded in the sidebar are effectively part of the web page. Accordingly, if you switch tabs or go to another page, the call ends. There are three ways to keep calls on the Ribbit phone alive while you surf the web or move from tab to tab in Salesforce: 1) Eject Mode: Clicking the "Eject" button below the phone will open the phone in its own mini-browser. From here you can take advantage of all of the phone features including answering calls to your phone and automatic call logging in Salesforce while you switch web pages. Some customers report that they find it convenient to put the phone in "Eject" mode as soon as they login to Salesforce. 2) Click to Call: When you dial calls from the Ribbit phone you can choose to take the calls on your phone or a land line phone. You can still dial from the web off the integrated Salesforce contact list and calls are still automatically logged in Salesforce. 3) Mid Call Move: By pressing "##" on the Ribbit phone keypad you can transfer the call from the web to your phone or any phone that's convenient. Once you do this you can freely move across web pages without interrupting your call,

Update speed varies depending on message length. In general, the text updates for messages that are 60 seconds or less will appear in under ten minutes from when the message is recorded. It may take up to 20 minutes for text conversion of longer messages.

Ribbit has partnered with PhoneTag, a leading voice-to-text transcription vendor to provide best in class service: a combination of speech-to-text software and specially trained operators provide the highest accuracy. Messages are passed to our partner in an encrypted transmission. Caller identities and phone numbers are not shared.

No. You are the only one who can listen to your messages. Messages that are from leads and contacts in Salesforce automatically create call logs with the text transcriptions to enable better documentation and faster collaboration. Messages from people who are not in your Salesforce database of contacts only appear in your message box and cannot be viewed, heard, or read by other Salesforce users. Of course, you can delete a message from either your phone or from the Salesforce message box.

The system is designed to automatically synchronize for you. If you delete a message while dialing in from your phone, it will also be deleted from the message box in Salesforce. If you delete a message from the message box in Salesforce, it will also be deleted when you dial in from your phone. If a message has an associated call log or task, the text transcription in the log will remain as documentation even after you delete the message. The link to listen to the audio file will no longer work if the message has been deleted.

Yes with Ribbit for Salesforce 2.0, you can now link your deskphone to Salesforce in addition to or instead of your mobile. This capability provides a convenient way to centralize access to all your voice messages. There are two system requirements to link your deskphone to Ribbit: 1. your landline system or provider must support conditional call forwarding (also referred to as Call Forward on Busy / No Answer), and 2. your system must present the DID (direct dial number) of the desk phone as it's caller ID.

It's easy to switch back and forth between Ribbit for Salesforce call routing and your standard voicemail if needed. We recommend setting up speed dials on your phone for the Ribbit activation conditional call forwarding code and the de-activation code. This way with a single click you can easily switch back and forth. The codes are as follows:

Anytime you log into Salesforce using a new computer, you will need to set the Flash Player settings to allow access to the computer's microphone. To do this you will need to login to Salesforce and click the Settings Button on the bottom of the Phone Section or click the Ribbit Tab to get you to the Settings screen. In the Settings screen, find the Flash Player in the left column and click Settings. This will bring up the Adobe Flash Player Settings box, select Allow and check the Remember box, then click the close button. This is required even if you currently do not have a microphone attached to the current computer.

Please send an email to support@ribbit.com, or call 1-800-474-2248.