Hello, DialSource community. We’ve got some great new features and updates for you in this
edition of Denali Release Notes, from not just one, but two exciting releases! While the last
major release (3.4) was primarily focused on Inbound and Dispositioning, these next two
releases (3.5 and 3.6) were primarily focused on Campaigns. We’ve also added a few key
features for Recordings, Tasks and History, as well as a few housekeeping items and other
enhancements. Take a look!
- New Features
- Campaign Creation Facelift
- Add Agents on Campaign Creation
- Updated Campaign Management Interface
- Current Campaign on Agent Status Page
- Search Campaign Metadata
- Dynamic Campaign List View for Agents
- Task ID from Parent Task in Comments of New Task
- Recordings in Stereo
- Optional Recording Configuration by State
- Denali for Dynamics: Missed Calls in History
- Product Enhancements and General Updates
- Coming Soon
New Features - Bright and Shiny
Campaign Creation Facelift
We’re hard at work redesigning a fair bit of the UI, but in the meantime, we wanted to get you a better version of some the most used components. One of those areas is the New Campaign dialogue. Simply click “Create New Campaign,” select your Source Report, click Continue, then bask in the glory which is a much more intuitive Campaign creation screen.
Add Agents on Campaign Creation
Although there are many fancy enhancements to this screen, one feature we wanted to be sure didn’t get buried in the pile is the ability to add Agents directly from the creation screen. Just start typing their name(s) in the Agents box and add as many as you’d like!
Updated Campaign Management Interface
Now that you’ve created a few new Campaigns, you might want to go back and adjust a few settings using the newly updated Edit Campaign screen. While this will be tweaked slightly in the next release, it gives a much more consistent look at feel to the Campaign Management area.
Current Campaign on Agent Status Page
How about some Campaign updates for all you managers out there? What about showing the Campaign Name on the Agent Status page. Would that be helpful? Just kidding – we know it will be!
Search Campaign Metadata
During our Campaign refresh, we thought it might be helpful to be able to search Campaigns by some of the common Metadata fields. So in addition to the Campaign Name, we’ve added Campaign Members (you can search by name), as well as whether the Campaign has RegionalID enabled or not. If you think of anything else you might like to search by, feel free to let us know – we’re adding to this list all the time.
Dynamic Campaign List View for Agents
And last, but not least for Campaigns, we’ve added an awesome new feature which gives Agents the ability to only see Campaigns they are members of. This feature will still allow Admins to see all Campaigns.*
* Note: For this feature to work properly, it is critical that you have specified an Agent
Group as an Admin group, so please contact our support team if you would like to take
advantage of this option.
Task ID from Parent Task in Comments of New Task
For those of you who have started calling on the Task object (a feature introduced in Release 3.4), you will be pleased to know that we have enhanced this feature with added functionality. Each time you call on a Task, we will capture the ID of the “Parent” Task (the task which was called on) and pull that into the Comments field of the new Task which is created by the call.
Recordings in Stereo
Disclaimer: bad tech joke to follow. If you’ve ever had mono, you know it’s no fun at all. That’s why we’ve decided to introduce Stereo (multi-channel) Recordings. *Insert groan here.* In all seriousness, while this feature might sound like a small thing on paper, it actually opens up the door for all kinds of exciting things moving forward (think things like key word recognition and integrations with coaching software). We’ve already started working on some great new applications for this technology, one of which is up next!
Optional Recording Configuration by State
Because of the ability to split the call recording into two separate channels, this now allows for a customization that would give you the ability to select which channels should be recorded by state. For example, when making calls to Texas, perhaps the state laws allow you to record both the agent at the lead; however, when calling New York, you are only able to record the agent.*
* Note: This feature is available on an as-needed basis and will require the customization
to be purchased prior to installation and use.
Denali for Dynamics: Missed Calls in History
Adding to the growing list of features for Inbound, missed calls will now display in the History in Red, along with a notification showing the number of missed calls next to the History tab. Clicking on the History tab and viewing your missed calls will clear the notification, but the calls will still display red in History (think call log in iOS).*
* Note: This is a feature which needs to be enabled per Account. If you are interested in utilizing this feature, please contact our Customer Success team.
Product Enhancements and General Updates - Housekeeping and squashed bugs!
Added New Infrastructure
Recently, one of our vendors experienced a critical failure which took out a key piece of our infrastructure. In an effort to decrease the chances of a similar scenario in the future, we have cut ties with that vendor and brought that portion of our infrastructure in-house. We’ve also doubled the redundancy of that component, increasing from two servers to four servers in redundant pairs located in two geographically distinct data centers. Although a vendor failure is never a great situation, the silver lining is that in bringing this portion of our infrastructure in-house, we’ve seen a significant performance increase in that area over what the vendor provided.
Agent Idle Hang-up Process Improvements
In addition to the database changes put in place recently, telephony adjustments have been made to the method used to hang up Idle Agents. Previously, all idle agents were added to a queue and then were hung up one by one. Depending on the number of agents who were past their idle timeout period, this could result in agents being idle for additional time, essentially until their “turn” came up in the queue. Our telephony engineers have come up with a much more efficient, threaded process, which has tightened up the possible lag time between idle timeout being reached and the actual hang-up occurring.
Updates to Disposition Previous Call
In Release 3.4, we added the option for users to be prompted when they had forgotten to apply a Disposition on their previous call. This feature performs as intended, unless their previous call was during a previous session (typically from the day prior). In this case, there was no link to the previous call, so a new Task would log. Although everything was functioning as designed, this resulted in duplicate Tasks being logged. This feature has been adjusted to reference the existing Task created by that user, rather than creating a new Task.
Moved API for DS Management Pages to Standard Port
Finally, we have updated our API for the DS Management Pages (DS Management, DS Admin, etc.) to run on port 8001, a more standard port (as opposed to port 443). For most of your organizations, this change will not be significant. However, for a few of you with more stringent network security regulations, this will make Denali easier to install and maintain moving forward by eliminating the need to have your IT open port 443.
Coming Soon - What's up next?
We’re always building something, improving this or that, working to bring you new features as quickly as possible. Here are a couple that you might be interested in.
Denali for Salesforce: Missed Calls in History
I’m sure all of you Inbound users on Salesforce are incredibly jealous of the new Missed Call feature available in Denali for Dynamics. But don’t worry, we’re already hard at work getting this feature in place for you as well.
Softphone UI Redesign
In order to bring you a whole slew of updates and features related to the left-hand CTI panel in Salesforce, our engineering team is in the midst of an extensive redesign of the dialer. We just received an internal sneak-peek last week, and based on what we saw, it’s a safe bet to think about buying some balloons and dust off your favorite party hat!
Summary - What now?
For current Salesforce Denali users, the updated package (1.82) is available. However, most of these features are already in place as they are back-end updates and no package is needed. We do still recommend updating your package whenever you have the chance as there are a few updates included. To do so, just shoot our knowledgeable Support team an email.
Dynamics users who would like to take advantage of some of the new features are welcome to a demo of Denali for Dynamics. We recommend a discussion with our Customer Success team regarding the upgrade, as there are a few things to be aware of.
If you’re currently on Classic (V2) and are ready to upgrade to Denali, email our Customer Success team to discuss the transition.
Finally, if you’re interested in either the Account level options that need to be enabled, or the Recording Configuration by State, contact one of our Customer Success folks who can help get that going for you.