" Salesforce is loading inside the Denali Control Panel user interface. "
If you encounter the sidepanel loading within itself such as the above example, please check 2 things in your Salesforce Org:
- Make sure you have the latest up-to-date DialSource Denali package installed.
- Make sure no Public Groups were added to the DSQuickDial public group. Individual Users as well as Roles and Profiles can now be added to the DSQuickDial public group (used for call conferencing and transfers). However, adding another public group into the DSQuickDial group will result in the "dialception" type of display issue.
As a reminder on how to add create the DSQuickDial group and how to add users to it:
Navigate to Setup in Salesforce and type “Public Groups” in the Quick Find search bar then click on the Public Groups hyperlink. Next, click on the New button:
Name the group exactly as DSQuickDial under the Label field and choose Users in the Search picklist. Move the designated users from the Available Members column over to the Selected Members column and click on the Save button:
[Denali only] Was the public group named exactly DSQuickDial? Make sure to name the Public Group exactly as DSQuickDial. Otherwise, Salesforce will load inside the Denali Control Panel user interface.
" The DialSource logo continues to spin and the Denali Control Panel user interface never loads. "
[Denali only] Are you on DialSource Development Mode? Make sure to leave the DialSource Development Mode checkbox unchecked. Otherwise, this may cause the DialSource logo to continuously spin and the Denali Control Panel user interface to not load. To disable DialSource Development Mode:
Navigate to Setup in Salesforce and type Users in the Quick Find search bar then click on the Users hyperlink. Next, click on the desired user’s name hyperlink and leave the DialSource Development Mode checkbox unchecked:
What browser are you currently on? Make sure to use Google Chrome. Using Internet Explorer may result in the Dialsource logo continuously spinning and the Denali Control Panel user interface not loading.
" Why is my Denali Control Panel user interface replaced by a grey box? "
[Denali only] Does the total number of users in your Call Center exceed the number of available DialSource licenses? Make sure that the total number of Call Center users does not exceed the total number of available licenses for your org. Otherwise, your Denali Control Panel user interface will be replaced by a grey box. In this case, you will need to remove enough Call Center users that the total number does not exceed your number of available DialSource licenses. Contact DialSource Support to check your total number of available DialSource licenses. To remove Call Center licenses in your org:
Navigate to Setup in Salesforce and type “Call Centers” in the Quick Find search bar then click on the Call Centers hyperlink. Next, click on the DialSource hyperlink then click on the Manage Call Center Users button:
Click on the Remove link next to username or check the checkbox next to username then click on the Remove Users button to remove users from Call Center: