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Denali Release Notes: Release 4.2.0, Builds 2.94s, 2.24e

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Drew
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Good day, hikers! We've got some great enhancements as well as some new tools to help you out as you make the climb up to the summit of Denali. This update includes items from release 4.2.0 and contains some items for 2.94s (standard) and 2.24e (enterprise), as well as 1.0.20 (DfD). Check out some of the cool new features below! 

New Features - All

Product Enhancements - All

Product Enhancements - SFDC

Product Enhancements - DfD

Summary

The previous release was primarily focused on building back-end components and enhancements (bug fixes). Don't misunderstand - we've made a lot of significant improvements in this release as well. However, we've also rolled out a bunch of awesome features along with those fixes! Take a look at some of the new features below. 


New Features Back to Top

There are a batch of new features available for all platforms, as well as two specific to Denali for Dynamics, listed below.  

Audible Desktop Notifications for Inbound Calls (including DLD) Back to Top

Most of you are already aware that we've always had an audible notification for Inbound calls via the agent's headset. However, if the agent is not wearing their headset, or more likely, receiving the notification while not connected in Inbound Ready mode, it's quite possible that the agent could miss the on-screen notification and therefore miss the call. To help with that, we've added the ability to enable an audible desktop notification when receiving an Inbound offer, both for a call or a Dynamic Lead Distribution (DLD) request. This feature will need to be enabled on a per-phone number basis by our wonderful dev team. Cue the parade and party hats... 

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-2466, DEV-2467 

Audit Logging for DS Management Pages Back to Top

Ever have that experience where you update your settings one day, and then somehow, they are changed the next day? What's that? Just me, huh? Ok. Well ... IF you ever experience that, just take my word for it, it's kind of annoying! To help track down the system gremlins, we've added Audit Tracking on the DS Management - Settings page. Moving forward, when any form element is changed, that update is logged in the logs.settings_audit collection. To display all of that useful information, we've added a new sub-tab to DS Admin: 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2435, DEV-2460

Separate Idle Time for Inbound Queue Calls Back to Top

As most of you know by now, inbound calls are offered to agents according to who is most idle in an effort to ensure the shortest wait times for callers. An agent's idle time is determined based on how long it has been since their last action (e.g., ending their most recent call starts their "idle" timer). However, the challenge comes in when an agent is a member of inbound queues in addition to making outbound calls, as well as perhaps receiving inbound calls to their direct numbers. If that is the case, an agent making an outbound call will be placed back at the bottom of the queue to receive an inbound call. This is not necessarily an issue in and of itself, but can become one over time if not all agents are equally busy. To help account for that, we've added in the ability for an agent to have a separate "idle" timer for their inbound group number which will count the time since they were last offered a call from that specific queue. The result is that outbound dials and inbound calls to their direct lines will have no effect on their position in the group queue. 

Package Update: No
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-2461, DEV-2605

Auto Disable Inbound Ready Back to Top

Inbound Ready is a very helpful setting, allowing an agent who is not connected to Denali to be able to receive an Inbound offer. We've made it even more powerful in this release with the addition of the desktop notification option. But we didn't stop there ... you can now specify a number of "strikes" each agent is allotted, after which, Inbound Ready will be disabled so that we don't continue to offer them calls. Example: an agent leaves for the day but leaves Inbound Ready checked. After a while, that agent is "most idle" and will potentially receive offers multiple times, slightly slowing down the delivery to available agents. Enabling the "strikes" option will remove them from that status after "x" offers and free up the delivery path to more available agents.  

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2595, DEV-2457

Control Auto Recording by Agent Group Back to Top

This is another great feature included with the April 4th release! You now have the ability to specify the Auto Record behavior for Inbound calls, as well as DLD offers, at the Agent Group level (Outbound calls are still governed by the Account Default since they do not have an Agent Group associated with them). You have three options to choose from in order to specify the desired behavior: Auto Record On (True), Auto Record Off (False), or Account Default (whatever is configured under DS Management - Settings). 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2455

Respect Inbound Ready for DLD Back to Top

While we're talking about Dynamic Lead Distribution (DLD), let's throw in another nice-to-have ... DLD offers will now respect Inbound Ready! This means that your agents do not have to be connected to receive a DLD offer (just like Inbound). Pretty nice, right? As a reminder, DLD is the enhanced version of RTPQ (Real Time Priority Queue) and is a paid feature that comes with a new API for your team to utilize when sending new leads to reps immediately. If you're interested in talking through the application of DLD in your sales process, feel free to have a quick chat with a friendly CSM today!  

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2048

DfD: Regional ID Support Back to Top

We have now added support for the use of Regional ID to the Denali for Dynamics platform. This feature enables your reps to place calls to prospects using a number in their local area code. There is an additional cost for this feature because you will own numbers in each of the area codes you dial into. If you're interested in utilizing this feature, please reach out to our Customer Success team. 

Package Update: No
DS Backend Setting: No
Paid Feature: Yes
Related Tickets: DEV-2488

DfD: Support for Missed Call Logging Back to Top

Another valuable feature add for DfD is the ability to log Missed Calls. This is relevant to all DfD clients who are using Inbound. Once you've upgraded to 1.0.20, if your agents miss an Inbound Call, we will create a Phone Call titled "DialSource Missed Call" similar to the below: 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2379

 

Product Enhancements - All Back to Top

And now, let's talk about the updates, fixes and enhancements to existing features. Get ready ... some of these are pretty impactful. This section contains updates that apply to all platforms. 

Removed "Continue" Button on Campaign Creation Back to Top

When creating a Campaign, you must first select a source report and then click "Continue" to advance to the configuration screen for the Campaign. Once you're done with the setup, at the bottom of the second screen, there was a "Save" button and right along side it, the "Continue" button was still there. This was a little confusing since it really didn't do anything useful - "Save" is the one you wanted. So we've removed it on the second screen.  

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2491

Allow Regional ID to be Enabled During Campaign Creation Back to Top

While we're on the topic of Campaign Creation, we have one more cool enhancement. We've added the ability to enable Regional ID on the creation screen. This will save a step, so rather than having to create the Campaign and then go back in and edit it to turn on Regional ID, you'll be able to do it all at the same time. 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2493

Better Filtering for International Numbers Back to Top

There were certain number formats which, when including an extension but not separated by a character, would actually represent an international number (e.g., 886.555.4443x33 is a US number with an extension, but 886.555444333 is a Taiwanese number). This was causing some issues with numbers being available to be dialed. We've updated the database to not allow any number format beyond 10 digits, unless it is separated by a character (any character should be fine). 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2445

New Conference Bridge System Back to Top

Each time an agent makes a call through Denali, they are placed in a "conference room" with the number they are calling. That conference room handles passing audio back and forth. Think of it as the bridge between the agent and the lead. Recently an issue came up where, on some recordings, silence was being suppressed on the agent side of the call. This is normally good for the on-call experience and was actually intended to help tune out some of the background noise on louder calls. However, the way this presented itself on the recordings was that as the recording went on, the agent portion of the recording would get shorter and shorter (dropping the silence) while the lead leg stayed the same length. This resulted in the mis-alignment of the audio, which became more and more apparent the longer the length of the recording. Here's a simple visual representation of what was happening: 

After working on the tuning of our current conference bridge tool, we made the decision to swap out the tool for a new one. Since making that switch about a month ago in development and testing, we have not had a reoccurrence of the dropped silence and believe we have this one licked. We'll continue to fine-tune things on the new tool, but all updates have yielded positive results. 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2508

Header Updates in Agent Status Page Back to Top

For those of you who spend much time on the Agent Status tab in DS Management, you will notice this change immediately. These headers used to read "Call Start" and "Call Duration," which, while not technically incorrect, were also not as accurate as they could have been. They now read (more accurately) "Session Start" and "Session Duration."

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2492

Alpha Sorting of Agents in Agent Group Back to Top

The Edit modal on the Agent Groups tab was previously sorted by the Document ID (a field referenced in SFDC that typically corresponds to the order that record was added to the database). This made the dialogue a little challenging to use since that ID is not visible, nor is it particularly helpful to a human. So we’ve changed that and now sort the Edit pop-up alphabetically by first name:

 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2442

 

Product Enhancements - SFDC Back to Top

And now, a few enhancements specific to Denali users on the Salesforce platform. Prepare for a couple of "mic drop" moments.

Preview Auto Compatible with Screen-Pop Back to Top

Let's just dive right in with the most exciting fix we have to discuss. As those of you who use Preview Auto know, there was previously a known issue when using Preview Auto and Screen-Pop simultaneously. We knew we could resolve this with our new UI (coming soon). However, until now, we were not sure we could do anything to resolve this frustration point in the existing interface. But our phenomenal Dev Team was able to address this nagging thorn in our side. You may now use Preview Auto with Screen-Pop! In addition, the result of this fix is that you can now skip records at any time, elect to dial before the timer is complete, close campaigns, etc., all from different tabs without issue. Whew! 

NOTE: For existing Preview Auto users, please note you no longer need to end the Campaign before the end of your current call. You are now free to return to a standard workflow (dial, talk, end call, Disposition, end Campaign). 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2439

Updated Type for Missed Calls (Enterprise) Back to Top

This one is pretty straight-forward. In the Enterprise package, Missed Calls were logging as Outbound Type. This was not a functional issue, but did make reporting a little more challenging. We've updated that so that the Type for these records is now "Inbound."

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2472

Timeout Added for Waylaid Tasks Back to Top

Recently, we ran into a scenario where Salesforce was taking a very long time to log a task. The way the task worker is setup, we are expecting a "Yes" or a "No" from SFDC. But we were not prepared for a "No Answer" response. In that case, SFDC would eventually time out, but a timeout would take 30 minutes. In the meantime, the tasks taking a long time to log could potentially block other tasks from logging if they were in the same queue (of which we did see a case). In this scenario, though unlikely, we saw cases of SFDC not responding to our server for upwards of 30 minutes. To account for the "No Answer" option, we've implemented a 30 second timeout on the request to SFDC to log the task. If we don't receive a "Yes" within 30 seconds, we'll send that task to the background/retry worker, along with the "No" responses to mitigate the potential for a traffic jam. 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2588

Connect Using Either Button (C2D) Back to Top

When attempting to place an Outbound call using Click-to-Dial, if you are not connected to Denali before clicking the number in SFDC, the prompt on the dial panel presented two "Connect" buttons - the standard one with the "Curvy D" at the top, as well as an orange one on the information panel. Previously, the orange one did not work in that scenario. We've updated that so you can now click either "Connect" button. 

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: CS-780

Call Logging for Unlinked Inbound Calls Back to Top

Until this release, Inbound calls that came in but were never linked to a record were not trackable. But, thanks to some wizardry worthy of Mr. Potter, we will now log calls for these anomalies: 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2489

Updated Hold Music on V2 Classic Back to Top

We've made a slight adjustment to the hold music (what a prospect hears when you put them on hold) in V2. Since the beginning of time (or at least DialSource V2 Classic), the hold music has been Classic Rock. As of this release, we've updated this to Classical to be consistent with Denali. 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2683

Fix for Stuck in Wrap-up on Redial Back to Top

Get ready for a "fringe case" fix. Scenario: a user hangs up before selecting a Disposition (totally fine), but then clicks the Dial button again on the same record (unlikely as a standard use-case, but theoretically possible). At this point, they receive the message letting them know they've just called this person and confirming that they do indeed intend to call them again. The user clicks "No" on the message. In that case, the selected record and Dispositions are removed, thus stranding the user in a Wrap-up state without a way to Disposition the initial call. We've fixed this so that clicking "No" will still allow you to select a Disposition before moving on to the next record. 

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2505

Redundant DS Tabs Removed From Package Back to Top

Out of the box, the DialSource Denali Salesforce Managed Package includes seven custom tabs:

  1. DS Admin
  2. DS Management
  3. DS User
  4. DS Dispositions
  5. DS Campaigns
  6. DS Recordings
  7. DS Queues

We're moving forward, albeit somewhat methodically, on a refactor of these tabs. The first major step was to consolidate the components from the seven tabs into the first three (Admin, Management and User):

These tabs better reflect typical roles. The next major step is layering some additional restrictions and security on each of those tabs. The remaining four tabs (Dispositions, Campaigns, Recordings and Queues) have been removed from the Managed Package as they are redundant. But don't worry, this won't do anything if you are currently using the tabs. Here's a quick excerpt from SDFC documentation to help clarify:

The deleted tabs will remain in the subscriber orgs until a package upgrade (with the tabs deleted) in their org, at which point the tabs will then move to the 'Unused Components' section of the Package Details page. This is to ensure no data/metadata is lost in a subscriber org without action being taken by the subscriber. 

Once the package upgrade (with the deleted tabs) has completed, the subscriber will then have the option to remove the tabs.

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2505

 

Product Enhancements - DfD Back to Top

We do also have some updates for Denali for Dynamics. Most of them are behind the scenes, but here are some of them you may want to know about.  

Support for REST API Method Back to Top

Build 1.0.20 now includes support for a REST API endpoint for performing CRM actions. You will likely notice two UI changes when switching to REST: first, the Campaign Creation page will now show the Display Name of fields instead of the API Name; second, the Integration Account section of the management page will switch to show the fields needed for REST (as opposed to Username and Password). 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2321

Inactivity Timer Update Back to Top

Dynamics has a timer that purges some of the user’s cached data due to inactivity. This inactivity timer was set to 10 minutes, which caused several functions to stop working if an agent didn’t touch the interface for more than 10 minutes. One of the more noticeable areas was Queues misbehaving. This could be taking a long call, stepping into a meeting or going to lunch. We’ve increased this inactivity timer to 6 hours which resolved issues stemming from 

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2624

 

Summary Back to Top

As always, release time is a great time to check your current version and update your package for either SFDC or DfD! To do so, just Submit a Request and let us know you'd like to update your Denali package.

Or, if you’re currently on Classic (V2) and are ready to upgrade to Denali, please reach out to our Customer Success team and they'll get you started down the path to transition today. 

Finally, as I am sure many of you have already seen, we do try to work as many Feature Requests as possible into each release. So if you have a good idea for Denali, all you have to do is visit the Feature Request section to add a post and comment or vote on existing requests! 

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