Overview - What's in the release?
Here at DialSource, we work hard every day to bring you the very best product. At our core,
we’re an engineering firm, constantly pushing the boundaries of what sales acceleration
software can do for your business. Our developers have burned the midnight oil, completing a
truly exceptional release for you, jam-packed with awesome features and enhancements!
- New Features
- Product Enhancements and General Updates
- Coming Soon
New Features - Bright and Shiny
Preview Auto Dialing Mode
For those of you who are familiar with Preview Auto from Classic (V2), you'll be excited to hear that it's now in Denali, with some improvements! We've included a customizable Countdown Timer, which will display a clock counting down towards dial. This allows for a configurable amount of time between calls.
Display and Disposition Undialable Numbers
Previously, if numbers came up in a Campaign that were undialable, they would be skipped over. Now, we've added the ability to display them so that your agents can see the record and determine why the number cannot be dialed. We've also added the ability to Disposition those records so that you track your bad leads.
Log Calls for Tasks on Parent Object
Now, when your users place calls using Click-to-Dial directly from a Task in Salesforce, the call will log on the parent record. So, let's say you call from a Task on an Opportunity, the call will log as a new Task on the Opportunity itself. This one is a major crowd-pleaser!
Stand Alone Inbound
For those of you using Inbound, this one is a feature that you've been waiting for! Previously, for your agents to receive inbound calls through Denali, they had to be connected to the dialer and in a Campaign. Today, when "Inbound Ready" is selected in the Settings (new option in the gear icon), an agent who is not on the dialer can receive an inbound call and click Answer. Simple as that. Once they click Answer, Denali will call the number they have stored as their connect number and then connect them to the incoming call. You're welcome!
Inbound Ringing in Agent's Ear
While we're on the subject of Inbound, we've added a feature so that agents can enable an audible ring in their headset when receiving a call through Denali.
Additional Inbound Metadata Fields
And last but not least for Inbound, we’ve added five additional fields for better metadata on Inbound calls: Inbound Agent Wait Time, Inbound Prospect Wait Time, Inbound DNIS, Inbound DNIS Name and Inbound Queue.
Out of Dialer Dispositioning
This is another huge crowd pleaser! Your agents can now apply a Disposition to a record without having made a call. Think “Sent Email” or “Scheduled Meeting.”
Disposition Required After Hang-up
I know this never happens to your agents, but occasionally, someone may forget to select a Disposition before proceeding to the next call. This can cause some confusion and loss of data for the previous call. To help with that, we’ve added a feature where the UI will prompt the agent to select a Disposition for the previous call if they proceed to another connection.
List Recycle Outside of Dialer
Another big win is the ability to have outside source modify the Recycle Time for records, or disqualify leads that are part of a Campaign, through the use of a REST API.*
* Note: This is available on an as-needed basis and will require professional services to work with our Implementation team.
Product Enhancements and General Updates - Bugs Squashed!
Inbound Call Revokes Breaking Session State
In addition to the database changes put in place recently, telephony adjustments have been made to help alleviate issues where call revokes from inbound calls alter the agent’s session state.
We’ve taken most of the music offline and are no longer streaming the majority of the stations.* Some stations (like NPR) will naturally still be streamed. This should vastly improve the reliability of the music.
* Note: Classic Rock and Trance are still being streamed for a short period of time, but will be migrated to our servers shortly.
Inbound Queues Moved to Inbound Tab (Phone Icon)
We’ve also made some adjustments to where the Inbound Queues are located. Inbound
Queues can now be found on the Inbound Queues tab of the Inbound (phone icon)
section under DS Management.
Coming Soon - Why is this here?
New DS Tab Layout
Admins who visit the Tabs area of Salesforce often may stumble across a new tab for DS User, as well as some items being shifted around. We’re in the process of redesigning the tab layout to provide easy access for Admins and Users to the key features they use on a regular basis. This will be a work in progress, but will yield a more intuitive UI in the coming weeks. In the mean-time, access to your most commonly used features should remain in the same location as well as the new location while we complete the transition.
Summary - What Now?
For current Denali users, if you’re as excited as we are about these features and would like to upgrade to the new package, shoot our knowledgeable Support team an email.
If you’re currently on Classic (V2) and have been anxiously awaiting Preview Auto to upgrade to Denali, email our Customer Success team to discuss the transition.
Finally, if you’re interested in the option of have an outside source update the recycle time on your leads, contact of Customer Success folks who can help scope out that project for you.