Welcome to the Denali for Salesforce admin guide! This guide will walk you through what you need to know in order to configure and administer Denali in your Salesforce org. There's a lot here, but all of it is important.
• Network Access
• Call Center
- Adding users
• Page Layouts
- Denali Call Info
- Denali Inbound
- Denali Other Info
- Leads, Contacts, Accounts, Opportunities, and Custom Objects
- DialSource Actions (Enterprise)
• Custom Inbound Logging (Optional)
• Permission Sets
• Softphone Layouts
• Account Recording Management
- External Storage
- Recording Encryption
• Campaign Manager
- Creating the Source Report
- Creating the Campaign
- Agent Access
- Record Owner Distribution
- Preserve Report Order
- Preview Auto
- Include Undialable Numbers
- Regional ID
- Campaign Details
- Campaign Access
- Search Campaigns
• Recording Redaction
• Audit Log
• Agent List
- Configuration Account
- Skip Recycle Time
- Caller ID Setup
- Disposition Groups
- API Token
- Account Caller ID
- Campaign Refresh
- Click to Dial Disposition Group
- Auto Hangup Idle Agents
- Global Settings
- Auto Disable Inbound Ready
• Agent Status
• Inbound Status (Inbound Only)
• Agent Groups
- Admin Group (Filter Campaign View by User Access)
• Inbound DID (Inbound Only)
- Inbound DIDs
- Agent Timeout
- Hold Timeout
- Rollover Mode
- How to Use Group Ring
- Agent Group
- Failover Group
- Inbound Groups
• Inbound Queues
Configuration Back to Top
These settings will typically be configured during the initial implementation, but may need to be re-visited at a later date. The following section summarizes the configuration details.
Network Access Back to Top
Located in Setup → Network Access, this section is required to allow your Salesforce instance to communicate with the DS Denali servers. Four IP addresses need to be added. Since Salesforce requires IP ranges to be saved rather than individual addresses, the same IP address will be used for the Start IP Address and End IP Address:
In certain instances, additional IP addresses may need to be whitelisted. See the full list here.
Call Center Back to Top
User setup is handled in the Call Center. To locate the Call Center, navigate to
Setup → Call Centers. There are 4 Call Centers as part of the Denali package. 1.0 and 2.0 refer to the version of the User Interface the Users will see. Clients who had previously installed an earlier version of the package may see different Call Center names. See our Call Center Guide for more details.
Lightning call centers work in Salesforce Lightning Experience, non-Lightning call centers work in Salesforce Classic. Due to Salesforce limitations, a User can be in Lightning or Classic, but not both at the same time.
Within the Call Center, you can view the number of users in the Call Center. Be sure that the total number of users in the Call Center never exceeds the number of Denali licenses provisioned to your company. Exceeding the number of licenses can cause loading issues.
To add and remove users from the Call Center, click the “Manage Call Center Users” button:
To remove a single user, click the “Remove” link next to their name. To remove multiple users at once, check the boxes next to their names and click the “Remove Users” button. To add users to the Call Center, click the “Add More Users” button:
Adding usersBack to Top
“Add More Users” will bring up a page which allows you to search for more users to be added. You can filter users by any field on the User record, then click the “Find” button. You can also leave all filter fields blank to display all users in your Salesforce org when clicking “Find”:
Salesforce will display all users that match the search criteria. To add users to the Call Center, check the box next to the user’s name and click the “Add to Call Center” button.
Conferencing Back to Top
To make a user available to conference, you’ll need to add the user to the Salesforce Public Group named “DSQuickDial.” Navigate to Setup → Public Groups and edit the DSQuickDial Group.
Search for Users to add to the group. The users will need their phone number listed in the Phone field of their Salesforce user profile.
Page Layouts Back to Top
These fields should be added to the relevant Page Layouts during the Implementation phase, but may need to be re-visited at a later date.
Task Back to Top
The Task Page Layout needs to be modified to contain call information:
Denali installs several fields on the Task object. For the purposes of this guide, these fields will be broken down into three sections:
- Denali Call Info (records standard information about the call itself);
- Denali Inbound (records information about calls served via inbound functionality);
- Denali Other Info (useful for reporting purposes but may not be necessary for most users to see at a glance).
Denali Call Info Back to Top
These fields display information about the call, displayed below as they appear on the Page Layout Edit screen:
- Call Disposition: the Disposition selected by the agent at the end of the call;
- Call Campaign: the Denali Campaign the agent was connected to when they placed the call (Click to Dial or Queue will be listed if the call was placed using one of those methods);
- Caller ID: the Caller ID presented to the prospect;
- Voicemail: the automated voicemail left for the prospect, if any;
- Call Duration (Salesforce standard field): the duration of the call;
- Recycled Until: when the Do Not Call (DNC) time applied by the Disposition expires;
- DS Get Recording: a hyperlink that opens a streaming player in a new tab to listen to the call recording.
Denali Inbound Back to Top
These fields display information about calls served by Denali Inbound, displayed below as they appear on the Page Layout Edit screen. These fields are only necessary if your company uses Denali Inbound.
- Inbound Queue: the Queue the record was a part of when the person called in
- Inbound DNIS: the phone number the person dialed (or was forwarded to) when they called in
- Inbound DNIS Name: the name associated with the Inbound DNIS the person called
- Inbound Prospect Wait Time: the amount of time the prospect spent on hold
- Inbound Agent Wait Time: the amount of time the agent was idle before taking a call
Denali Other Info Back to Top
This information is useful for reporting purposes, but may not be necessary for every user to see at a glance. Displayed below as it appears on the Page Layout Edit screen:
- Call Placed: the time the call was initiated;
- Call Started: the time the call was connected;
- Call Ended: the time the call ended;
- Session ID: the dialing session during which the call took place;
- Call ID: the unique ID associated with the call;
- Recording ID: the unique ID associated with the call recording;
- RTPQ Wait Time: the time between the record entering the Real Time Priority Queue (RTPQ) if applicable and being presented to an agent;
- RTPQ Group ID: the RTPQ group the record was served by.
Leads, Contacts, Accounts, Opportunities, and Custom Objects Back to Top
The same fields and buttons will be added to all objects your agents can dial on. This example will use the Lead object:
The DS InstaQueue button adds the record to the agent’s selected Queue:
In addition to the button, there are five custom fields, displayed below as they appear on the Page Layout Edit screen:
- Last Disposition: the Disposition of the most recent call to the record;
- Datetime of Last Disposition: the date and time of the most recent call;
- Last Call Campaign Name: the name of the Campaign the record was called on most recently;
- Total Call Count: the total number of calls placed to the record via Denali;
- Next Call: an optional field which can display when the lead should be called next. Updates to this field need to be determined via your post-call automation or sales process.
NOTE: If a call is initiated from a Task, the call will log on the parent object as Salesforce is unable to log a Task on a Task. The Denali Call Info fields on the parent object will update normally.
DialSource Actions (Enterprise) Back to Top
In the Enterprise package, call information is stored on a custom object call the DialSource Action (DSA), allowing organizations who install this version to work around Salesforce limits on the number of custom fields that can be installed on the Task object. All of the fields are already on the DSA Page Layout.
Custom Inbound Logging (Optional) Back to Top
We offer additional logging for tracking the history and results of Inbound Calls. If your team chooses to implement our Inbound Calling features, you may also want to consider having these additional custom objects which can give you more insight.
Here is a brief summary of what you can have:
- DialSource Offers (DSO): Call offered and presented to X Agents.
- DialSource Actions (DSA): The outcome of the offer. In the Enterprise package, all call information is stored on the DSA instead of the Task.
- DialSource Intervals (DSI): The timeframe of the call handled.
For more info as well as screenshots of sample custom Inbound Statistic records, please visit and view the Denali Release Notes: Release 4.1, Builds 2.5s, 2.2e
If your team decides this logging is beneficial to have, please reach out to your Customer Success Manager to discuss.
Permission Sets Back to Top
Three permission sets are installed as part of the package and can be located in Setup > Permission Sets.
These permission sets contain the needed permissions in Salesforce that are required for general users, managers, and admins to access the objects and VisualForce pages installed by the Denali package. They don't contain complete permissions within Salesforce such as "Export Reports" or "Manage Call Center Users," which will need to be opened up by your own organization's Profiles or Permission Sets.
Softphone Layouts Back to Top
Screen pop settings are set within Salesforce Setup. To locate, type "Softphone Layouts" in the Quick Find. Click "New" to create a new layout, or if you already have a layout you want to use, click "Edit" to edit the existing layout.
Give your Layout a name, and set it as the default or assign as needed. If only one Layout is created, it will automatically be set to be the default layout. Under "Select Call Type," select Inbound (even if your organization does not use Inbound).
Under the "Softphone Layout" section, make sure that everything is assigned as needed for your business process. Most clients find Salesforce's default settings sufficient:
Under "Screen Pop Settings," you will set the outcome for what happens when Agents use Screen Pop on Campaigns and Inbound calls:
The first section, "Screen Pops Open Within," also apply to Campaigns, so this is worth configuring even if your organization does not use Inbound calling. If "Existing browser window" is selected, the current browser window will be refreshed and directed to the detail page of the current record. If "New browser window or tab" is selected, the current page will stay the same and a new tab will open on the detail page of the current record.
The other settings apply to Inbound calls. This allows you to set what happens when Agents receive an Inbound call from a known number, an unknown number, or a number with multiple matching records.
Admin Back to Top
The DS Admin tab contains several features that are involved in the day to day administration of Denali, as well as account-level security and compliance settings.
Account Recording Management Back to Top
Account Recording Management is located in the first subtab of DS Admin, under the icon that looks like a microphone.
In this tab you can review, delete, and toggle the global flag for all recordings stored within your organization. You're not able to record new messages here, though - that's done in the DS User tab.
External Storage Back to Top
We offer the option to automatically export recordings to your own Amazon Web Services bucket. This feature must be enabled by a member of the Dialsource Support or Implementation teams. Once enabled, the menu for External Storage will appear below the main Account Recording Management settings.
Fill in the fields with the appropriate values that correspond to your AWS Bucket and click Save, then make a test call to ensure that the recordings are being exported correctly.
Recording Encryption Back to Top
We also offer additional encryption for your recording files. Like the external storage, this feature must be enabled by a member of the Dialsource Support or Implementation teams. Once enabled, the menu for Encryption will appear.
Simply toggle the switch, enter your encryption key, and click Save to enable recording encryption. With recordings encrypted, you'll see a loading bar before playing each encrypted recording:
NOTE: Be sure to store your encryption key somewhere safe. If you disable encryption or change the encryption key, you will lose access to all encrypted recordings. The DialSource team will not be able to recover them.
Campaign Manager Back to Top
A Campaign in Denali (not to be confused with a Salesforce campaign), is built from a Salesforce report. Denali Campaigns can involve any object in Salesforce. In this example, we will use Leads, but the same best practices will apply to all objects in Salesforce.
Creating the Source Report Back to Top
The Source Report provides the base data upon which a Denali Campaign is built. Anything that can be reported on in Salesforce can be turned into a Denali campaign.
Under the “Show” drop-down menu, select “All Leads.” When a Denali Campaign refreshes, the report is run again in Salesforce. The credentials used to run the report are the Configuration Account’s credentials. That means if a source report is built with “My Leads,” it will look fine to the person who created the report, but when the Campaign updates, the report will attempt to pull in records owned by the Configuration Account:
If you want to build a Campaign that only serves users the records that they own, you’ll use the “Record Owner Distribute” feature, which will be covered below.
Apply filters to your report to ensure that only the desired records appear in the report. In the case of Leads, this will include the “Converted equals ‘False’” filter to keep converted Leads out of the report.
Once you’ve applied your desired filters, it’s time to format your report. The report must be in Tabular format:
The Source Report will need the following fields as columns:
- Object ID
- Phone number
- Backup phone number (optional)
- A Name field
- Object Owner ID (if using “Owner Distribute”)
- Any other relevant information, such as the prospect’s company
DialSource Denali starts dialing at the top of the report, so if the sort order of the campaign is important, be sure that the highest priority records are at the top of the report.
Run the report to be sure it contains the correct records, then save the report in a public reports folder. The “Dialsource Reports v3” folder will work, or you can create a separate folder for Denali Campaigns, provided the folder is public:
Be sure to give your report a unique Report Name - this will be important during Campaign creation (next step). Technically, Salesforce will allow multiple reports to be saved with the same Report Name, provided the Report Unique Names are different, but this is definitely not the best practice.
Creating the Campaign Back to Top
Now that you’ve got your report, it’s time to turn it into a Campaign. First, navigate to the Campaigns subtab of the “DS Admin” tab. Clients on older versions of the package can also navigate to the “DS Campaigns” tab. To create the Campaign, click the “Create New Campaign” button:
Clicking this button will bring up the “Create A Campaign” window. Start typing the name of your Source Report to filter results, select the correct report from the drop-down menu, then click “Continue”:
This will bring up the main Campaign Creation menu. You’ll have the option to name your Campaign and map columns in your source report to Campaign fields:
The Report field will be populated with the report that you selected in the previous step.
If no Backup Phone field is included in the source report, just map the Phone field twice.
Multiple fields can be mapped to the Name Field, but keep the information fairly basic - it’ll need to fit inside the Denali UI when the record is presented to an agent.
Below the field mapping section is a section with multiple Campaign options, covered in the next section.
Agent Access Back to Top
Agents can be added here to automatically give them access to a new Campaign when it’s created. Agents can also be added and removed from the Campaign after creation.
Record Owner Distribution Back to Top
Record Owner Distribution allows multiple agents to connect to the same Campaign and have each agent only be presented with records that they own. Activating this feature will make the Owner ID Field visible for mapping. The Owner ID Field must be mapped to a column on your Source Report that contains the Record Owner User ID. This field must be mapped during Campaign creation.
Preserve Report Order Back to Top
Preserve Report Order sets a Campaign to reset to the top of the Source Report every time the Campaign refreshes. Records that have been previously dispositioned will be skipped until the DNC time associated with the previous disposition has expired. Enabling Preserve Report Order will make the field “Skip Recycle Time” appear.Skip Recycle Time applies DNC time to skipped records to ensure they don’t come back into the same Campaign from which they were skipped immediately. They are, however, eligible to enter other Campaigns during this time, though they will present a warning letting the Agent know that the record was recently dialed/skipped.
Preview Auto Back to Top
Preview Auto sets a Campaign to automatically dial a presented record after the Prep Time has elapsed.
Prep Time is measured in seconds and can range from 0 seconds to 120 seconds. NOTE: Prep Time counts down in the background, including while pages are loading, so we recommend at least 5 seconds of Prep Time for Campaigns that utilize the Preview Auto feature.
Include Undialable Numbers Back to Top
This feature allows Campaigns to present records with invalid numbers. When an agent clicks the Dial button, they will be presented with a message stating that the phone number is not valid.
Regional ID Back to Top
This allows you to toggle Regional ID on during Campaign creation. Currently, you'll still need to adjust the Return Number in the Campaign Details (next section) after creation.
Once everything has been mapped, click Save to save the Campaign. Your page will refresh and your new Campaign will appear.
NOTE: For large reports containing several records, this may take a few minutes as Salesforce needs to run the report fully in order for the Campaign to be created.
Campaign Details Back to Top
To manage a Campaign’s settings, click the Campaign name or the Edit button.
To change a Campaign’s name, edit the name in the text box and click Submit.
The total number of records in the Campaign appears below the name, along with a link to the Source Report for ease of location.
Preserve Report Order can be enabled or disabled by checking or unchecking the box. If the box is checked, the “Skip Recycle Time” menu will appear.
If desired, a Disposition Group and Caller ID can be assigned to the Campaign.
If no Disposition Group is assigned, all Dispositions will be visible.
If no Caller ID is assigned (Default), prospects will see the agent’s caller ID as set in in the Agent List. If the agent has no caller ID assigned, prospects will see the Account Caller ID.
The Refresh Interval can be adjusted if the Campaign needs to refresh on a different interval than your Account Default setting.
Include Undialable Numbers and Preview Auto can also be enabled or disabled. If Preview Auto is enabled, the Prep Time menu will appear.
Owner Distribute can be disabled, or re-enabled, but cannot be enabled initially if the field was not mapped during Campaign creation.
Regional ID is enabled here. Note: if you enable Regional ID for a Campaign, be sure to include a Return Number.
Campaign Start/Stop times are listed in 24 hour time and default to 8am-6pm. Start and Stop times look at the local time associated with the prospect’s area code. To adjust the times, select the new desired Start and Stop times and click Submit.
Campaign Access Back to Top
You can adjust Campaign Access here. Check the box next to an agent’s name to grant them access to the Campaign, and uncheck the box to remove access if they no longer need access.
Search Campaigns Back to Top
You can search your Campaigns by many parameters, including campaign name, names of agents assigned access, last updated date/time, and more.
Dispositions Back to Top
Denali Dispositions are created and managed in the Disposition Management subtab that looks like a pencil.
To create a new Disposition, type the name of your Disposition in the text box and click the “Submit” button:
Below the space to create new Dispositions, you can view and manage your existing Dispositions:
- Sort: The sort order in which the Dispositions will appear in the Denali panel (feature not currently deployed);
- Disposition: the name of the Disposition. Double click to edit the name;
- Notes: shows whether each Disposition requires notes;
- DNC Time: shows the amount of Do Not Call (DNC) time in hours that is applied to the record by the Disposition;
- Global Recycle Time: if True, the DNC time applies to the record in all Campaigns. If False, the DNC time only applies to the record in the Campaign where the Disposition was clicked.
To delete a Disposition, check the box next to the Disposition name and click the “Delete” button.
While the Sort Dispositions feature has not been deployed yet, the menu exists to set the order. To adjust the order of the Dispositions, click the "Edit Order" button to bring up the Dispositions re-order menu:
Drag and drop the Dispositions into the new order. The Sort numbers will reflect the previous sort order until you click Save to save your changes.
To turn notes on or off for a Disposition, check the box and click the “Toggle Notes” button.
To adjust DNC time and turn the Global flag on or off, click the “Options” button to bring up the Recycle Logic menu for that Disposition:
Enter the DNC time in hours, check the Global box if you wish to apply the Global flag, then click the “Save” button to save.
If you have activated the "Allow Unlinked Dispositions" feature, you'll see additional options in the Options menu:
If "Allow disposition without linking" is checked, that Disposition will be available on unlinked inbound calls. If unchecked, the Disposition will require an inbound call to be linked in order to be available. If "Disable when linked" is checked (which requires "Allow disposition without linking" to be checked), the Disposition will only be available for unlinked calls and will not be available for linked calls.
For best practices on post-call automation, refer to our Post-Call Automation in the Process Builder guide.
RTPQ Back to Top
RTPQ requires additional configuration to set up. When deployed, it allows records that meet your pre-determined criteria to be presented immediately to any user who is currently active in a Campaign. To learn more about the setup process, see our RTPQ Setup Guide.
The RTPQ menu in the admin tab allows you to view, review, and delete pending records in your company's RTPQ. Records can be distributed to individual users, to a specific Agent Group, or globally (in which case they will serve to the first available Agent).
To remove a record from RTPQ, click the red trashcan icon. Currently we do not offer the ability to purge an entire queue in one go from the client side, but if this is something you need to do, submit a ticket to support for assistance.
Global Back to Top
The top section shows Global records, which will serve to the first available Agent:
Group Back to Top
The second section shows records that will serve to the first available Agent within a designated Agent Group:
User Back to Top
The third and final section shows records that will serve to individual Users as soon as they become available:
Recording Redaction Back to Top
Located under the Target icon, this allows you to configure call recording redaction settings by state, province, or territory.
For each location you can choose to record either the agent leg of the call, both legs of the call, or no part of the call for both inbound and outbound calls in Denali. The location of the call is determined by area code.
This feature must be enabled on the back end for your organization by a member of the DialSource team. The menu will appear even if the feature hasn't been enabled, but the feature must be enabled for any changes to be applied.
The Audit Log is located under the last icon in the sidebar that looks like a table with a list inside it.
This contains a log of changes made to various Management settings. The log shows the timestamp and the name of the person (as they appear in the Agent List) who made the change.
Management Back to Top
The DS Management tab in Salesforce is where account-wide Denali settings are configured. The menu breaks this tab down into six different sections:
Agent List Back to Top
The Agent List shows a list of all agents and their user settings. Click any of the values (other than Name) to edit them.
- Name: displays the agent’s name;
- Caller ID: displays the caller ID the agent uses for Click to Dial. If no Caller ID is entered, the agent will display the account default Caller ID to prospects;
- Endpoint: the phone number the agent uses to connect to Denali;
- Return Number: the phone number that callbacks will route to if the agent is using Regional ID to place calls (NOTE: If no Return Number is entered, Regional ID callbacks will ring to a busy signal);
- C2D: shows whether the agent has Regional ID enabled for Click to Dial calls.
Settings Back to Top
The Settings menu allows you to configure account-wide settings. This menu is much larger than the others.
Configuration Account Back to Top
The Configuration Account is the account whose settings are used to update Denali Campaigns. This can be any user in your org with system administrator credentials:
If the credentials are valid, the menu will display “Good” in blue. If the credentials are invalid, the menu will display “Invalid Login” in red. The Password field will appear blank. If the credentials are invalid, enter the updated password in the “Password” box and click the “Update” button.
Skip Recycle Time Back to Top
To keep skipped records from returning immediately, recycle time (DNC time) must be applied. Assign the amount of time (1-24 hours) here.
Caller ID Setup Back to Top
Caller IDs can be assigned to individual Denali Campaigns to present a different caller ID than the account default (Note: there’s no limit to how many caller IDs can be saved):
To create a new caller ID, click the “New” button. To delete an existing caller ID, click the “Delete” button.
When creating a new Caller ID, enter the phone number with the country code and without any punctuation or formatting. Click “Add” to save:
Disposition Groups Back to Top
Disposition Groups are an easy way to only assign relevant Dispositions to a Denali Campaign or group of agents.
To create a new group, click the “New” button. To edit an existing group, click “Edit,” and to delete a group, click “Delete”:
When creating or editing a Disposition Group, move the desired Dispositions from the “Available Dispositions” column to the “Group Dispositions” column and click the “Save” button.
API Token Back to Top
This feature is only used in specific use cases. Leave it alone unless directed to use it by a member of the Dialsource Support or Implementation teams.
Usage Back to Top
This shows how many hours total your team has spent dialing in Denali and how many of your allotted licenses are currently in use.
Account Caller ID Back to Top
This shows the default caller ID for your account. If no other caller ID is filled out, either for an agent or for a Campaign, this is the caller ID that will display to the prospects.
Campaign Refresh Back to Top
This shows the interval at which your Denali Campaigns refresh. When a Denali Campaign refreshes, the report is run again so that the most current version of the report is reflected in the Campaign. The refresh interval can range from 30 minutes to 24 hours. To immediately refresh all Campaigns, click the “Refresh All” button.
Click to Dial Disposition Group Back to Top
This allows you to assign a Disposition Group to Click to Dial calls. If no Disposition Group is assigned, all Dispositions will be available to Click to Dial calls.
Auto Hangup Idle Agents Back to Top
If agents are idle for too long, they will automatically be disconnected from the system. The disconnect time can range from 5 minutes to 120 minutes (2 hours).
Global Settings Back to Top
Global Settings allows you to toggle eight different settings that affect your entire org. For clients running an older version of the package, this section was previously labeled Boolean Options.
Auto Record: When enabled, all calls are automatically recorded. When disabled, users will need to manually record each call.
Call Waiting: This box will appear after Call Waiting is enabled for your organization by a member of the DialSource team. Checking the box turns Call Waiting on. See the Call Waiting Guide for additional information. This feature requires the Denali 2.0 User Interface to be fully deployed to your team in order to work.
Disable Pause Record: When enabled, removes the "pause recording" button.
Disposition Hangup: When enabled, selecting a disposition will automatically end a call. When disabled, users will need to hang up and disposition their calls separately.
Disposition Locking: When enabled, users will need to be on the active record to select a disposition. When disabled, users will be able to select a disposition from anywhere in Salesforce. The call will log on the same record regardless.
Missed Call Logging: When enabled, users will get an alert in their History if they miss an inbound call. When disabled, users will not get the alert. This feature applies to clients who use Denali Inbound only; checking the box without Inbound functionality enabled won't do anything.
Dispositions without "Dial": When enabled, users will be able to select a disposition for a record presented by a Campaign without dialing first, allowing them to still take advantage of all the automation. When disabled, users will not be able to select a disposition until after they have placed a call.
Respect Salesforce "Do Not Call": When enabled, prevents calls from being placed to any record that has the standard Salesforce "Do Not Call" checkbox checked. When disabled, the box will have no effect on Denali. To use this functionality, all users will need to have Read access to the Salesforce standard "Do Not Call" field. They don't need Write access to the field, nor does it need to be on the Page Layout, but it must be accessible from a field-level security standpoint.
Separate Idle Timer for Queue Calls: When enabled, each inbound line or queue will have its own separate invisible idle timer. This allows agents to place outbound calls without worrying about losing their place in line to receive an inbound call. When disabled, inbound calls will be prioritized based on the users' Idle time as displayed in the Agent Status tab.
Auto Disable Inbound Ready Back to Top
It's easy for agents who are offline but available to forget to set themselves to unavailable when they go on break or leave for the day. Enabling this feature will allow you to automatically disable the "Inbound Ready" status for an agent who's enabled the status but isn't answering incoming calls because they're not at their desk.
You're able to select between 1 and 9 "strikes" after which point an agent will be removed from Inbound Ready status.
Agent Status Back to Top
At the top of the Agent Status screen, you'll see a color coded summary of the current status of all online agents. The full bar represents all agents currently online, with the segments and their relative size representing their respective states:
Directly below that, it shows each agent currently online and the statistics associated with their current dialing session:
- Org Name (not pictured): the name of your Salesforce org;
- Campaign Name: the name of the Denali Campaign the agent is currently connected to;
- Agent Name: the name of the agent;
- Session Start: the agent’s session start time;
- Session Duration: length of the agent’s session;
- State: the state the agent is currently in (e.g., Idle, Wrap-up, etc.);
- State time: how long the agent has been in that state;
- Total Calls: total calls made this session.
Actions Back to Top
To monitor or whisper to an agent, you must first be connected to Denali. To stop monitoring or whispering without disconnecting from Denali, press the # key on your phone.
You can filter the Agent Status screen by nearly every category. Type a user's name, a Campaign name, an Agent Status or more into the Search box to narrow your results automatically.
You can also filter your agents by Agent Group. Just start typing in the name of the Group(s) you want to filter by and select the names as they appear from the auto-fill dropdown. Each selected Agent Group will display separately.
Inbound Status (Inbound Only) Back to Top
Inbound Status shows all inbound callers who are currently on hold. This section will only appear if your org is configured for Inbound.
The screen automatically refreshes every 3 seconds. To pause the refreshes, press the Pause button in the upper right hand corner.
- Org Name: the name of your Salesforce org;
- Queue Name: the queue the caller has dialed into;
- Server: the Denali server that routed the call;
- Dialed Number: the number the caller dialed;
- Caller Number: the caller’s number;
- Agent Group: the Agent Group the call is currently routing to;
- Current Agent: the name of the Agent the call is currently presented to;
- Call Start Time: the time the caller called in;
- Wait Time: the amount of time the caller has been on hold.
Agent Groups Back to Top
Agent groups allow you to create groups of agents to assign Disposition Groups and assign to Inbound Queues (if Inbound functionality is active in your org):
- New: create a new group;
- Name: the name you give to the group;
- Group ID: the group’s unique ID on the DialSource backend;
- Action: Edit or Delete an existing group.
To create a new group, click the “New” button, give your group a name, and click the “Add” button:
After creating the new group, click Edit to add agents and (optionally) assign a Disposition Group. Click Save to save your changes:
Admin Group (Filter Campaign View by User Access) Back to Top
This feature needs to be enabled on the back end for your account by a member of the Dialsource Support or Implementation teams. It allows you to designate one of your Agent Groups as an Admin group that can view and manage all Campaigns, while the rest of users can only view Campaigns that they're a part of. This is useful for large companies with many Campaigns, enabling most users to only see Campaigns that are relevant to their teams.
When the feature is enabled, a new “Admin” button will appear in the Agent Groups section. Click the button to select your Admin group.
Make sure all users who need Admin access are in the group you're going to be using, then select that group from the dropdown and click Submit.
Once submitted, members of the Admin group will see a button appear in the Campaigns tab that allows them to toggle between viewing all Campaigns and viewing their Campaigns.
Users who are not members of the Admin group will only see Campaigns they have access to. The "Show Your Campaigns/Show All Campaigns" button won’t be visible.
Inbound DID (Inbound Only) Back to Top
This section shows all inbound lines associated with your Salesforce org. It will only appear if you’ve been configured for Inbound.
Inbound DIDs Back to Top
This is the main tab of the Inbound DID section. It displays all settings for each inbound line provisioned for your company.
Please note that any voicemails left by callers on a given inbound number will always be sent to the email address in the "Email" field, even if the user or users assigned to that number are no longer active. If a user with an assigned inbound line leaves your company and there isn't an immediate need to re-assign the line to another user, we recommend changing the email address associated with that line to that of an active user or group of users so that voicemails left for that number can be retrieved. If no email address is populated in the "Email" field, the caller will not be prompted to leave a voicemail because there is nowhere for their message to go.
- Org Name (not pictured): the name of your Salesforce org;
- DNIS: the inbound line that prospects will dial to reach you through Denali;
- Agent Timeout: the amount of time a caller will present to each agent before moving to the next available agent;
- Hold Timeout: the amount of time a caller can spend on hold before being sent to Rollover Mode;
- Rollover Mode: what happens after the Hold Timeout expires;
- Email: voicemail messages left by callers are sent to this email address;
- Name: the name of the inbound line.
- Options: set the inbound greeting, the voicemail greeting, and whether agents receive an audible ring when a caller is presented to them;
- Agent Group: assign an agent group to the inbound line;
- Failover Groups: assign agents or groups for the call to be passed to if all agents in the Agent Group are busy;
- Inbound Groups: adjust display settings including disposition group and banner;
- Delete: delete the inbound line. Don’t click this unless instructed to do so by a member of the DialSource Support Team or Implementation team.
Agent Timeout Back to Top
Agent timeout is measured in seconds and assigned from the drop-down menu. Callers will serve to the agent with the greatest idle time first, then round robin to the next available agent if the first agent doesn’t answer the call before the designated time elapses.
Hold Timeout Back to Top
Hold timeout is measured in seconds and assigned from the drop-down menu. This limits how long callers will wait on hold before being sent to Rollover.
Rollover Mode Back to Top
This is what happens to a call if the caller hits the Hold Timeout limit without their call being answered. Currently, Voicemail is the only available option.
Email Back to Top
If a caller leaves a voicemail, the voicemail message is sent as an audio file attachment to this email address. Double click the email address to enter a new address, and press Enter to save.
Options Back to Top
Click the “Options” button to open the Options menu. Here you can select a Voicemail Recording (plays when the caller reaches voicemail), an Inbound Recording (plays when the caller first calls in), and set the following features:
- Browser Based Audio Notifications: this enables an audible ring in the agent's headset sent by the browser, so they can hear ringing even if they don't currently have an active session.
- Headset Audio Notifications: this enables an audible ring in the agent's headset sent over the phone lines, so they will only hear ringing when they have an active session.
- Inbound Ringback: This sets what the caller hears - select "ringing" and they hear ringing, select "music" and they hear Classical music.
- Intelligent Routing: When enabled, if an inbound call is associated with a specific record, Denali will route the call to the record owner first. When disabled, all inbound calls will go to the agent with the longest idle time.
- Group Ring: When enabled, all available agents will be presented an inbound call at the same time. When disabled, inbound calls will present to one agent at a time, prioritized by how long each agent has been idle.
How to use Group Ring Back to Top
Group Ring was designed for use cases where an inbound call needs to be answered as quickly as possible. By enabling Group Ring, all available Agents in the Agent Group will receive the call at the same time. When one Agent answers the call, it will stop being presented to all other Agents.
When using Group Ring, the recommended setting is to set Agent Timeout and Hold Timeout to the same amount of time. This will prevent the call from being offered multiple times and showing up in multiple Agents' Call Histories as missed calls. So long as the call is answered on the first offer, nobody will see a missed call. This prevents unnecessary callbacks to a caller who is already being assisted.
Agent Group Back to Top
Agent Group sets the default agent or group the inbound line rings to. Select Agent or Group using the toggle and assign the Agent or Group using the drop-down menu. Click Save to save your changes.
By default, each inbound line is set to "Include Offline," which will allow calls to be presented to Agents who do not have an active connection, but have flagged themselves as Inbound Ready. If "Exclude Offline" is toggled, calls will only be presented to Agents with an active session.
Exclude Offline requires the Denali 2.0 User Interface in order to function.
Failover Groups Back to Top
You can set up to 3 Failover Groups in this section.
If the agent or group assigned in Agent Group is not available, the call will be passed to each Failover Agent/Group in succession until either the call is answered or the caller reaches the Hold Timeout.
Inbound Groups Back to Top
Inbound Groups allow you to assign a Disposition Group, add the inbound line to an Inbound Queue that includes multiple inbound lines; and set the banner text and color. Click the Save button to save your changes.
Inbound Queues Back to Top
Inbound Queues allow multiple Inbound DIDs to all use the same set of configurations set at the Queue level rather than needing to assign the configurations individually at the DID level. Most clients don't need to use this feature as each of their individual DIDs have different configurations. If you're interested in this feature, discuss with your Customer Success Manager whether it's the right choice for your use case.
Assigning Inbound DIDs to an Inbound Queue will cause the Queue settings to override any Inbound DID settings for Agent Group and Disposition Group. This means that if a DID that is set to ring to Agent Group A is added to a Queue that is set to ring to Agent Group B, all calls to that DID will ring to Agent Group B, not Agent Group A.
Click the “New” button to create a new Queue, then give the Queue a name, banner color, and agent group. Assign one or more Inbound DIDs to the Queue. If desired, assign a disposition group.
When an agent is presented with an inbound call from a DID that’s associated with an Inbound Queue, the Queue banner will display above the DID banner.
SummaryBack to Top
This concludes the DialSource Denali admin and manager guide. If you have any further questions please feel free to Submit a Request and we'll get back in touch with you in the blink of an eye!