Good day, Denali climbers!
Today marks a much anticipated day for DialSource: the introduction of some of our biggest features in recent history! We've been hard at work for many months on these updates, which will be coming out in our August release. First, we've built a new CTI component (soft phone), providing a much more modern look and feel. Next, the much anticipated Call Waiting will be added to our feature suite in August. And finally, we have redesigned the Inbound Ready function, adding new capabilities. Because of their impact, we wanted to make sure you have plenty of time to review them and get excited! Check out the details below (Note: Screenshots from the design files have been included to give a preview of the updates, though slight adjustments may be made prior to release.):
- New CTI Component (Soft Phone): As you can see, our updated soft phone component includes a sleek new UI, providing a much improved user experience. In addition, it includes fixes for several bugs that were challenging to address in the existing version (more details to come in the full Release Notes). But most importantly, the new architecture allows us to design more flexibly and efficiently moving forward.
Customer Action: Update Call Center URL after migrating to new servers (DS assisted)
Package Update: Must be on package 2.96+
- Call Waiting: Agents will be able to receive notification of, as well as answer, an Inbound call while on an active call. This gives the user the same capabilities as a traditional desk phone. The Call Waiting feature will only be available in the new soft phone.
Customer Action: Understand redefined Inbound Ready
Package Update: Yes
- Redesigned Inbound Ready: Today, checking Inbound Ready only applies when you are disconnected from Denali, meaning that connected agents are always defaulted to Inbound Ready. If you are disconnected from DialSource, you have the option of enabling Inbound Ready, which provides the ability to receive Inbound calls even while disconnected. After the update, Inbound Ready will govern your ability to receive calls while both in a disconnected and connected state. If you want to receive an Inbound call, you must have Inbound Ready enabled, regardless of your state. This is more intuitive and also allows the agent to do things like put themselves into "Do Not Disturb" in order to focus on outbound calls for a period of time.
Customer Action: Train all DS users (managers and staff) on new Inbound Ready function
Package Update: No
We hope you're as excited as we are about what these updates mean for the future of Denali! As we move the technology forward, stay up-to-date with the current package to take full advantage of all Denali has to offer. If you have any questions or concerns, feel free to reach out to your friendly Customer Success Manager or contact Support.