Welcome to the DialSource Denali admin guide! This guide will walk you through what you need to know in order to configure and administer Denali in your Dynamics org.
• Agent List
- Configuration Account
- Skip Recycle Time
- Caller ID Setup
- Disposition Groups
- API Token
- Hours List
- Account Caller ID
- Campaign Refresh
- Click-to-Dial Disposition Group
• Auto Hangup Idle Agents
• Boolean Options
• Agent Status
• Inbound Status (Inbound Only)
• Agent Groups
• Inbound DID
- Inbound DIDs
- Agent Timeout
- Rollover Mode
- Intelligent Routing
- Agent Groups
- Failover Groups
- Inbound Groups
• Creating the Marketing List
• Creating the Campaign
- Agent Access
- Record Owner Distribution
- Preserve Report Order
- Preview Auto
- Include Undialable Numbers
• Campaign Settings
- Campaign Name
- Campaign Details
- Preserve Report Order
- Campaign Access
- Disposition Groups
- Caller ID
- Refresh Interval
- Include Undialable Numbers
- Regional ID
- Start/Stop Times
• Filter Campaign View by User Access
• Field Updates
• Scheduling a Follow-up Task
ConfigurationBack to Top
The Phone Call Layout needs to be modified to contain call information:
Denali installs several fields on the Phone Call entity.
- Denali Call Info (records standard information about the call itself);
Denali Call Info
These fields display information about the call.
- Call Disposition: the Disposition selected by the agent at the end of the call.
- Duration (Dynamics standard field): the duration of the call in minutes and seconds.
- Get Recording: a button that opens a streaming player in a new tab to listen to the call recording.
Leads, Contacts, Accounts, Opportunities, and Custom Entities
The same fields and buttons will be added to all entities your agents can dial on. This example will use the Contact entity:
Add the field “DS Total Call Count” to the layout to display the total call count to the record.
Denali Dispositions are created and managed in the Dynamics “Dispositions” tab in Denali.
Creating and Managing Dispositions
To create a new Disposition, type the name of your Disposition in the text box and click the Save button:
Below the space to create new Dispositions, you can view and manage your existing Dispositions:
- 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: 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.
- Recycle: click the "Recycle" button to apply DNC time and toggle the Global flag for each Disposition
- Additional Fields: Configure fields on the entities that users will be calling, allowing them to update those fields from within the Denali panel. These fields don't update in real time, but will auto-sync every half hour. They can also be manually synced by clicking the "Sync Fields" button.
- Contains Additional Fields: if True, indicates that Additional Fields have been configured for the disposition
- Option Sets Last Updated: The timestamp of when the last Additional Field sync was performed. Text-based fields update without the additional sync needed. However, dropdown fields need to have their values synced over. This timestamp will show when the last sync for those types of fields occurred, should your disposition have those fields.
To delete a Disposition, check the box next to the Disposition name and click the Delete button. To turn notes on or off for a Disposition, check the box and click the Toggle Notes button.
To update the values of the Additional Fields immediately instead of waiting for the next auto sync, click the Sync Fields button.
To adjust DNC time and turn the Global flag on or off, click the Recycle 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 Submit button to save.
Additional Fields--also referred to as "Configurable Fields"--can be available with the latest Denali for Dynamics version. Additional configurations will be required, so if this feature interests you, contact your Customer Success Manager to get the discussion started. For extra information about the feature, check out the Release Notes.
To configure additional field logic, click the "Add" button. This will bring up the Additional Field Logic menu. Select the entity you'd like to configure the fields for with the Entity dropdown menu.
Select the corresponding fields you wish to present with the disposition. Add them to either "Optional Fields" or "Required Fields." Required Fields must be populated in order for the agent to complete the disposition, while optional fields can be filled out but don't need to be. Click Submit to save.
Fields for multiple entities can be configured. Phone Call fields will show up every time, as all Denali calls log to Dynamics as Phone Calls. Fields for other entities, such as Contacts or Accounts, will only populate when the correct entity is called.
Adding Lookup Fields
Although not as common, your workflow may lead you to add Lookup Fields to your disposition logic actions. You must add them separate from the non-Lookup Fields, by toggling the Lookup Field switch.
To mark a Lookup field as Required, check the "Required" checkbox that appears below once the field has been selected:
Due to the nature of Lookup fields, they must be added one at a time.
Deleting Additional Fields
To delete additional fields, click the "Delete" button. It will bring up a similar menu.
Select the entity whose fields you'd like to remove from the Disposition and it will bring up a drop-down menu of the configured fields. Select each field you'd like to remove and click the "Delete" button.
Option Sets Last Updated Column
Also please note, if you add values to your fields, it take a while to sync the values so they can be used by Agents. Notice the column labeled, "Option Sets Last Updated." This is the timestamp which shows when the last sync occurred.
The Dynamics Management tab in Denali is where account-wide Denali settings are configured. The menu breaks this tab down into six different sections:
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.
The Settings menu allows you to configure account-wide settings. This menu is much larger than the others.
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. If the credentials are invalid, enter the updated password in the “Password” box and click the Update button.
Skip Recycle Time
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
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 the Add button to save:
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 the Edit button and to delete a group, click the Delete button:
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.
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.
This shows how many hours total your team has spent dialing in Denali.
Account Caller ID
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.
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
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
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).
The Boolean Options allow you to enable or disable six settings:
The Respect Salesforce "Do Not Call" box does appear in the Denali for Dynamics UI, but checking it has no effect. It will be removed in a later update.
The Agent Status screen shows each agent currently online and the statistics associated with their current dialing session:
- Org Name: the name of your Dynamics org.
- Agent Name: the name of the agent.
- Call Start: the agent’s session start time.
- Call 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.
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)
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 minute. To pause the refreshes, press the Pause button in the upper right hand corner.
- Org Name: the name of your Dynamics 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 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:
This section shows all inbound lines associated with your Dynamics org. It will only appear if you’ve been configured for Inbound.
Inbound Call Matching note: When an inbound call is offered to an Agent, Denali will automatically attempt to match the phone number calling in to one of four standard entity fields:
mobile phone. If a 1:1 match is found between the number and a record, Denali will automatically associate the call to the record, and
This is the main tab of the Inbound DID section. It displays all settings for each inbound line provisioned for your company.
- Org Name: 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 queue.
- Intelligent Routing: if the caller’s phone number is associated with a single record in Dynamics, routes calls directly to the record owner.
- 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 or Implementation teams.
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 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.
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.
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.
Click the switch to enable Intelligent Routing. If a caller’s phone number is associated with a single record in your Dynamics org, that caller will automatically be delivered to the record owner. If the phone number isn’t present or is associated with multiple records, the record will be delivered normally.
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 decide whether the calls will play a ringing sound when they are presented to the agents.
Agent Group sets the default agent or group the inbound line rings to. Select Agent or Group using the switch and assign the Agent or Group using the drop-down menu. Click Save to save your changes.
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 Group in succession until either the call is answered or the caller reaches the Hold Timeout.
Inbound Groups allows 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.
A Campaign in Denali can be built from either a Report or a Marketing List. Denali Campaigns can involve any entity in Dynamics. In this example, we will use Leads, but the same best practices will apply to all entities in Dynamics.
Creating the Marketing List
Be sure to give your Marketing List a unique name - this will be important during Campaign creation (next step). Technically, Dynamics will allow multiple Marketing List to be saved with the same Marketing List Name, provided the Marketing List Unique Names are different, but this is definitely not the best practice.
The Marketing List provides the base data upon which a Denali Campaign is built. While this is quite simple, the power of this should not be overlooked: anything that is on a Marketing List in Dynamics can be turned into a Denali campaign.
Navigate to the Edit Columns and click the Add Columns button. Add the appropriate columns that you want to be displayed in the Marketing List. Click on the OK button when you are done.
Under the “Use Saved View” drop-down menu, select “All Leads.” When a Denali Campaign refreshes, the Marketing List is run again in Dynamics. The credentials used to run the Marketing List are the Configuration Account’s credentials. That means if a Marketing List is built with “My Leads,” it will look fine to the person who created the Marketing List, but when the Campaign updates, the Marketing List 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 Marketing List to ensure that only the desired records appear in the report.
Once you’ve applied your desired filters, run the Marketing List to be sure it contains the correct records. Then click on the Use Query button.
Afterward, click the Save button on the bottom right of the Dynamics page to save the Marketing List.
NOTE: 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 Marketing List.
Creating the Campaign
Now that you’ve got your Marketing List, it’s time to turn it into a Campaign. To do this, navigate to the Dynamics Campaigns tab in Denali and click the Create New Campaign button:
Clicking this button will bring up the “Create A Campaign” window. Toggle the "List Source" switch to "Marketing List," select your Marketing List from the drop-down menu, then click the Continue button. NOTE: to build a Campaign from a report instead, simply toggle the switch to Report, select the desired report, and follow the same set of Campaign creation steps.
This will bring up the main Campaign Creation menu. You’ll have the option to map columns in your Marketing List to Campaign fields.
If no Backup Phone or Second Backup Phone fields are included in the Marketing List, just map the same field used for the Phone field.
For the Name field, keep the full content short - 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.
The "Agents" section allows you to immediately grant Campaign access to your desired set of Agents on Campaign creation. Select the names of all agents who need access from the drop-down menu.
Record Owner Distribution
Record Owner Distribution allows multiple agents to connect to the same Campaign and have each agent only be presented with records that they own. All records in the Report or Marketing List will appear as active in the Campaign, but only records owned by each user will be available to dial when they connect. To use this feature, the Owner ID field must be included in the Report or Marketing List and must be mapped on Campaign creation:
Preserve Report Order
Preserve Report Order sets a Campaign to reset to the top of the Marketing List 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 immediately. Skip Recycle Time can range from 1 hour to 24 hours.
Preview Auto sets a Campaign to automatically dial each record that’s presented by the Campaign. If Preview Auto is enabled, you’ll need to select a Prep Time from the dropdown menu. The Prep Time will display as a timer to the agent. When the counter reaches zero, the record will be automatically dialed.
Due to browser loading times, we recommend selecting at least 5 seconds for the Prep Time.
Include Undialable Numbers
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.
Once everything has been mapped, click Save button to save the Campaign. Afterward, refresh your browser page and the new Campaign will appear. NOTE: for very large Reports or Marketing Lists, this may take a few minutes as Dynamics has to run the full Report or Marketing List for the Campaign to be created.
To manage a Campaign’s settings, click the Campaign name.
To change a Campaign’s name, edit the name in the text box and click Submit:
Campaign Details displays the number of records in the Campaign and a link to the Marketing List for ease of location:
Preserve Report Order
Preserve Report Order sets a Campaign to ignore whether a record has been previously dialed and only looks at the sort order of the Marketing List. When the Campaign refreshes, it will go back to the beginning of the Marketing List:
If PRO is selected, you’ll need to assign a Skip Recycle Time. This applies DNC time to skipped records within the PRO campaign to keep them from coming back immediately. Skip Recycle Time can range from 1 hour to 24 hours.
Grant campaign access to any user by checking the box next to their name.
If desired, assign a Disposition Group to the Campaign. If no Disposition Group is assigned, all Dispositions will be available on the Campaign:
You can assign a Caller ID to a Campaign in the Caller ID section. If “Default” is selected, the Caller ID presented to the prospect will be the agent’s caller ID as set in DS Management. If the agent has no Caller ID set in DS Management, the account default Caller ID will be presented instead:
If a Campaign needs to refresh more often than other Campaigns in your org, you can set each Campaign to have its own refresh interval:
Campaigns by default will use “Default” as their refresh interval, which is set in DS Management as outlined above.
Include Undialable Numbers
If a Campaign includes undialable numbers, the records will be presented by the Campaign normally but the record will display a message if the agent attempts to dial.
If Regional ID is enabled for a Campaign, enter the Return Number without any punctuation or formatting in the box and press Enter to save:
Campaigns use start and stop times by looking at the local time associated with each prospect’s area code and only making records available if their local time is currently within the Campaign start and stop times. This allows reps to call prospects all over the country without having to worry about calling too early or too late. The start/stop default value is 8am-6pm. To adjust the times, select the new start and stop times from the dropdown menus and click Submit:
Filter Campaign View by User Access
This feature must be enabled on the Dialsource back end, so contact your Customer Success Manager to enable it.
This allows users to filter the Campaigns so that they can only see Campaigns they have access to. Before enabling this feature, create an Agent Group to be your Admin group and add every user to the group who will need to be able to access all Campaigns. See the Agent Groups section above (located in the Management section) for how to create an Agent Group.
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 to be in the Group are in the Group.
Click Submit to assign the Agent Group to the Admin function. 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 button won’t be visible.
The recommended way to perform advanced post-call automation in Dynamics is to use the Processes. Create one Process per Dynamics entity. This example will use the Lead entity. Give the Process a name and set it to start when a Record fields change (Call Disposition).
Click “Add Step” button and choose Check Condition. Start the process when a record is created or edited:
Each Disposition will correspond to an action group in the Process. Click into the Condition hyperlink.
The criteria are defined by the field that Dialsource automatically updates: Call Disposition Equals [Disposition Name]. Once the criteria is set, click on the Save and Close.
The most common form of post-call automation is to update fields on the record. To update fields, click “Add Step,” then for the Action Type select “Update Record.” For “Update,” select the Regarding Lead Record.
A single “Update Record” action can update as many fields as you like on the record. To update the fields, go to Set Properties and click on each field and assign the new value for updates.
Scheduling a Follow-up Task
Another common use of post-call automation is to have a Disposition automatically schedule a follow-up Task. To create a Task, click “Add Step,” and select the Action Type “Create Record.” Give the action a name and select “Task” from the Create dropdown.
To assign the task to the rep who clicked the Disposition, click on Set Properties and set the Owner field to Created by (Delegate)(Phone Call). To set the Due Date, go to the Due field and set the date. In this case, we chose 7 days, so input 7 Days after Record Created on(Phone Call) and click Save and Close.
This concludes the DialSource Denali for Dynamics admin and manager guide. If you have any further questions, contact your Customer Success Manager or firstname.lastname@example.org.