Welcome to the Denali new user guide! This guide will walk you through the steps to get set up to Denali for all of your dialing and post-call automation needs. Below is a quick overview of what we’ll cover in this document:
Getting Started Back to Top
To get started using Denali, you’ll need to familiarize yourself with the user interface, as well as get your settings configured. This section will break down the menus and setup step-by-step.
The Denali user interface is contained within the Denali sidebar. Take a moment to review each of the components described below.
If you’ve missed an inbound call, you’ll see a number alert next to your History tab (left). It’ll also show in red in your call history (right).
User Settings Menu
The Denali user settings menu is accessed by clicking the Gear icon as described above:
Enable screen pop: If enabled, the active record will load on all Dynamics tabs currently logged into Denali.
Inbound Ready: If enabled, you will be notified when you receive an inbound call through Denali, allowing you to connect and answer the call. If your company is not setup to use Denali Inbound, checking this box will do nothing.
Initial User Setup
To get set up and connected to Denali, follow these simple steps:
- Enter your direct line in the Your Phone Number box.
- If applicable, enter your extension in the Extension box.
- Select your music of choice from the picklist values.
- Enable Screen pop/ Inbound Ready if desired.
- Click Save button.
How to Make a Call Back to Top
Now that you’re all set up and ready to start dialing, we’ll cover the different ways you can place calls to leads, accounts, contacts, etc., using Denali.
Click to Dial
To place a call via Click-to-Dial, connect to Denali and click any phone number in Denali with a hyperlink:
To connect to a Denali Campaign, connect to Denali and navigate to the Campaign section. Select the name of the Campaign you want to connect to and click the orange Start Campaign button.
Once connected, the first available record in the Campaign will automatically be presented. Click the Dial button to dial the record. Click the Skip icon in the upper right hand corner to skip the record. When finished dialing on the Campaign, simply click the End Campaign button to exit the Campaign.
(Note: It’s possible to start a Campaign without being connected to Denali. If you start a Campaign without being connected, the Dial button will not appear.)
Denali Queues are similar to creating a personal Campaign that only the Queue creator can access:
To manage your Denali Queues, navigate to the Dynamics Queues tab in Denali. In this tab, you can create and manage your Queues:
To create a new Queue, click the New button. A window will pop up to create the new Queue. Give your Queue a name and click Add button. The Queue will appear below:
To remove all records from a Queue, click the Purge button. To delete a Queue, click the Delete button:
To dial from a Queue, navigate to the Queue section of Denali and select a Queue from the drop-down menu:
To add a single record to a Queue, navigate to the record you wish to add, then click the Send To Queue button:
Some Campaigns may be set to “Preview Auto” rather than the default setting, Preview Manual. If a Campaign is set to Preview Auto, instead of seeing a Dial button, you’ll see a timer counting down. The amount of time is configured at your account level. When the counter reaches zero, the prospect will be dialed automatically. The length of the countdown between records is configured by your administrator.
Bad Number Notification
If a call can't be completed at the time it's placed - either because the number is disconnected, because it returned a busy signal, or any other reason - you will hear a message stating, "We're sorry, your call could not be completed as dialed." Since this could indicate a busy signal, it's worth trying back at a later time. If you get the same message more than once, it's likely a disconnected number, but you can always contact support for confirmation.
Using DialSource with KORE
If you are one of our clients with KORE integration in Microsoft Dynamics, your calling workflow will be slightly different. Instead of Click-to-Dial on Leads or Contact records, you will utilize the KORE Activity screen to place DialSource calls and complete all logging of details.
Please refer to our supplemental FAQ: Using Denali for Dynamics with KORE
Call Controls Back to Top
Once on a call, all functions of the call such as putting the prospect on hold, conferencing another caller in, or hanging up should be done through Denali. (Note: Hanging up the phone you’re using to connect to Denali at the end of a call will terminate your connection to Denali.)
Here’s an overview of the call controls:
Conferencing and Transferring
To conference in a third person, click the Add User icon to add a person to your call. This will automatically place the call on hold. Select the user you wish to conference in and a second call will be placed to that user. (Note: If the user you’d like to conference in doesn’t show up in the list, contact your Dynamics Administrator.)
To merge the calls into a conference call, click the Merge Calls icon. At this point you’ll be in a three-person call.
To perform a warm transfer, click the Leave Merged Call button. You’ll be able to select a Disposition and move on while the other two people remain on a call of their own.
(Note: If you remain for the duration of the conference call, you’ll need to hang up each leg of the call individually. Once both calls have ended, you’ll be able to select a Call Disposition.)
To leave an automated voicemail (also known as Voicemail Drop-in), you’ll need to create a recording (for instructions on how to create new recordings, see the next section). Each user can store up to 20 voicemail recordings.
Once you have some recordings to choose from, you’ll need to connect to the prospect’s answering machine. Once you’ve determined that you’ve reached an answering machine, click the Tape icon to leave one of your recordings.
Select the name of the message you’d like to leave. As soon as you select the message, you’ll be sent back to music. On another line, Denali listens to the answering machine, waits for the beep, and plays your recording. As soon as you hear music again, you can select the appropriate Disposition and move on to your next call without needing to wait (see the section below on how to create automatic voicemail recordings).
If you want to leave a personalized voicemail rather than an automated voicemail, wait for the beep and leave your message as you would normally.
Dispositions Back to Top
A Disposition corresponds to the outcome of the call. Each company’s Dispositions are customized to fit their specific process. The Disposition is the last thing you should select to complete the call process. It will log the call with the outcome and perform pre-determined automation within Dynamics. It will also send you on to your next call (if connected to a Campaign) or send you back to the ready state (if using Click-to-Dial or Queues).
If this feature is enabled by your Organization, some Dispositions may prompt you to enter values for certain fields. Simply review and save the choices, and those fields were update after clicking SAVE.
In this example, three fields are awaiting the Agent's input after the Update Contact Method disposition is chosen:
These Additional fields pull in the current values into the sidepanel prompt when dispositioning, making it convenient if you wish to keep the existing Value. Required fields have a red asterisk beside them. If you attempt to save a disposition without filling out all required fields, the disposition won't save and the menu will stay open. Optional fields can be left as is if need be.
*However, should your "DialSource Configuration User" become unsynced, the Values will show up empty by default. This is due to DialSource being unable to pull in those Values at this time. In this situation, leaving the Value as blank will not update the field. But, changing the value will eventually update the field once the sync is fixed.
Should the Configuration Sync break, you will see a visible notice informing you of this status. Please bring attention to your manager on this matter, so your team can correct this quickly.
If Additional Fields are not enabled, your management can contact your Customer Success Manager to discuss obtaining this feature.
For additional information, check out the Release Notes for when this feature was finalized.
DialSource Tab (Optional) Back to Top
If enabled, you will see a section on your record labeled "DialSourceTab." It essentially an embedded iframe for convenience.
This is a one-stop interface which allows you to not only view a history of Completed and Open Activities, but also create new Activities as well.
You can Click-to-Dial the listed Phone Numbers to update the Activity.
Use the top row to create a new Activity, relate it to a Contact or Contract Opp, and then call on it to have it update with the appropriate disposition / outcome of the call.
In the example above, the client has asked for the DialSource i-Frame to be embedded onto their Contact page layout. It gives them the ability to create new "Ticket Sales Opportunities" which is a custom object type which the client wishes to call on. Your team may have a different workflow which this DS tab can be customized for.
If the DialSource Tab is not enabled but you feel it may be beneficial for you, please have your management contact DialSource's Customer Success Managers to explore options of obtaining this feature.
Recording ManagementBack to Top
Although there are multiple sections under the Dynamics Recordings tab in Denali, the main section which is relevant for end users is Voicemail Drop-In. Voicemail Greetings and Inbound Greetings are for administrative use only:
Initially, the section for Voicemail Drop-in may be blank if you have not yet created any recordings. So that’s likely a good place to start.
Create a New Recording
To create a new recording, first, connect to Denali by clicking the Connect button. Next, navigate to the Dynamics Recordings tab in Denali. Then, scroll to the “New Recording” section at the bottom of the screen. Give the recording a name and make sure that “Voicemail Drop-In” is selected from the “Type” menu:
Once you click the Submit button, you’ll receive a prompt through your phone: “Please leave your message after the tone. When finished, hang up or press the Pound key.” (Note: Both hanging up and pressing Pound (#) will save your recording, but we recommend pressing Pound so that your Denali connection won’t end.) Record your message the way you want it to sound on your prospects’ answering machines.
After saving your recording, refresh your page and your new recording will appear:
Once you have a recording in Denali, you can listen to it to make sure it sounds perfect! To listen to a recording, connect to Denali and click the Play button. The recording will play through your phone. To delete a recording, check the box on the left and click the Delete button. To mark a non-Global recording as Global (or to mark a Global recording as non-Global), check the box on the left and click “Toggle Global Flag”:
To rename a recording, double click the name, enter the new name, and press Enter to save the new name:
A recording that’s marked “Global” will be available to all users at your company. A recording that is not marked Global will only be available to the person who recorded it.
SummaryBack to Top
This concludes the Denali for Dynamics user guide. If you have any further questions, contact your Customer Success Manager or firstname.lastname@example.org.