Denali Release Notes: Release 4.3.0, Builds 2.96s, 2.30e

Good day, Hikers! Here are details on our latest release. There's some good stuff in here that will allow you greater customization of your org-wide setup.

New Features

• Group Ring
• Toggle Disposition Without Dialing
• Manage Denali Permissions in Salesforce 
• Addition of "Request Support" Link
• Music Selection for Inbound DID

Product Enhancements

• Inbound Search No Longer Case Sensitive
• DfD - Ability to Download Records in Web Browser
• Buttons Rendering in Salesforce Lightning
• RTPQ Records Maintain Incoming Call Color

Summary

New Features Back to Top

Group Ring Back to Top

Has there been a time where an inbound call was routed to an Agent and the Agent was not immediately available?  Well now, with the addition of "Group Ring" to DialSource Denali's suite of features, you can configure your Inbound Calls to ring all your Agents simultaneously. The Agents don't all have to be connected to Denali to leverage "Group Ring," as it's compatible with "Inbound Ready."

If the feature is enabled, the user experience will be as follows:

1. Prospect calls Inbound DID.
2. All agents assigned to the Inbound DID are alerted of the incoming call.  
3. The first agent to answer the call is the one who connects with the call. After the first agent connects with the inbound call, the alert disappears for all the other agents.
4. If no Agents answer the call, it will appear as a missed call in the Agents' History tabs.

Package Update: No
DS Backend Setting: Yes
Related Tickets: DEV-2795

Toggle Disposition Without Dialing Back to Top

Denali allows Agents to disposition calls without dialing. Previously, this feature was automatically enabled for all accounts. Now, this feature can be turned off under the Global Settings under the DS Management. We have also renamed "Boolean Options" to "Global Settings" since it is a more user friendly name for changing your Global Settings. 

After enabling this feature, agents will be able to select dispositions without dialing the record first.

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Related Tickets: DEV-1522

Manage Denali Permissions in Salesforce Back to Top

You can now manage access to all Denali features via Salesforce permissions. This means critical access to high-level features can be granted by checking a box. These permissions can be accessed via "Custom Settings" in Salesforce setup. To access the permissions, you would:

1. Navigate to Setup.
2. Search for "Custom Settings".
3. Select "Manage" for DialSource Denali Permissions.
4. Choose the features you wish to enable or disable for a specific user group. 

In the above example, everything but the Agent List has been granted:

Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No

Addition of "Request Support" Link Back to Top

We have added a link into DialSource for Denali so that your Agents can submit a request directly to our Support team via the Zendesk "Submit a request" page. 

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2887

Music Selection for Inbound DID Back to Top

Previously, all inbound callers would hear Classical music while on hold. Now, when receiving in a call, you can choose between the caller hearing music, or a more standard ringtone. We've also moved the Intelligent Routing feature to the "Options" page of the Inbound DID settings:

Package Update: Yes
DS Backend Setting: No
Paid Feature: No

Product Enhancements Back to Top

This batch of enhancements improves general usability across the board.

Inbound Search No Longer Case Sensitive Back to Top

The search box for Inbound DIDs was previously case-sensitive. This has been fixed and the search box now correctly filters the table rows regardless of the case of the search terms.

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2565 

DfD - Ability to Download Records in Web Browser Back to Top

We found that a good number of you were interested in using Denali for Dynamics through the web browser interface. However, the experience in the web browser is limited and did not allow users to download recordings.  The only way to download recordings was through the Denali for Dynamics Applications installed on your computer.  Now, you can log into your Denali for Dynamics account in any web browser and download a recording, just like you would download a regular file.

Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2726 

Buttons Rendering in Salesforce Lightning Back to Top

In Salesforce Lightning, when the Denali panel was minimized, calls would still dial out but buttons would sometimes fail to render when the panel was expanded to complete the call. This has been resolved with the latest package release.

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2616

RTPQ Records Maintain Incoming Call Color Back to Top

Previously, if an agent who was presented with a record via RTPQ, the yellow RTPQ box would change to a blue Campaign box if the agent refreshed the page or navigated to a different page. This has been resolved and the RTPQ record box will now remain yellow.

Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2814

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.