Welcome to the Denali 2.0 for Salesforce new user guide! This guide will walk you through the steps to get set up to Denali for all of your dialing and post-call automation needs in Salesforce. Denali 2.0 first became available to clients in August of 2018. If the content you see here doesn't look like what you have, you may need the original Denali 1.0 for Salesforce Guide.
Here's a quick overview of what we’ll cover in this document:
Getting Started Back to Top
To get started using Denali, you’ll need to familiarize yourself with the user interface, as well as get your settings configured. This section will break down the menus and setup step-by-step.
User Interface Back to Top
The Denali user interface is contained within the Salesforce sidebar. Take a moment to review each of the components described below:
1. Open the User Settings Menu
2. Shows your connection status and allows you to connect or disconnect
3. Toggle availability for inbound calls. This will have no effect if your organization isn't set up for inbound calls.
4. Call Controls buttons (only available on a call)
5. Report Issue
6. View and dial Denali InstaQueues
7. View and dial Denali Campaigns
8. View your recent call history
9. Search your available Denali Campaigns for a specific Campaign
10. Examples of Denali Campaigns. The number next to the Campaign name is the number of records that are currently available to dial.
User Settings Menu Back to Top
The Denali user settings menu is accessed by clicking the gear icon as described above:
1. Collapses the User Settings Menu without saving any changes
2. Enter your phone number here. This is the number you will use to connect to Denali.
3. If you have an extension, enter it here. If you don't have an extension, leave this blank.
4. Select the radio station you'd like to listen to in between calls. If you don't want to listen to anything, select No Music (pictured).
5. Toggle this switch to enable Regional ID for Click to Dial calls. This switch will only appear if your organization uses the Regional ID feature.
6. Toggle this switch to enable Regional ID for InstaQueue calls. This switch will only appear if your organization uses the Regional ID feature.
7. Toggle this switch to enable Screen Pop, which will automatically load the current record on your screen. Note that if you have multiple tabs open, the record will pop in all open tabs.
8. Click the link to open a web form to contact Support for help!
9. Click the Save button to save your changes. The button will only appear after changes are made.
Regional ID is a feature that presents a local phone number to the prospect.
Report Issue Back to Top
If you need help, we are here! Clicking the "Report Issue" button will bring up the report menu. First, select a category by clicking the button that closest matches the issue you're experiencing. If you're not sure which category to pick, that's okay - we can adjust the ticket later once we get more information from you.
After selecting your category, enter your email address so we can contact you and a short description of what happened, then click "Submit Report."
Once your report is submitted, it will automatically create a ticket in our ticketing system and a member of the support team will contact you directly to gather any additional information we might need, to schedule a troubleshooting call, or anything else that will assist in getting you back up and running.
How to Make a Call Back to Top
To connect to Denali, click the red "Disconnected" to open the menu and click "Connect." Your phone will ring - answer it! Now you're connected, and will remain connected until you end your session.
You can end your session by hanging up your phone or by selecting "Disconnect" from the dropdown menu.
Now that you're connected, let's go over the different ways you can make calls.
Click to Dial Back to Top
To place a call via Click to Dial, connect to Denali and click any phone number with a green phone icon next to it. This can be done from anywhere in Salesforce where you see the green phone icon.
Denali Campaigns Back to Top
To launch a Campaign, just click the name of the Campaign. When launched, the Campaign will present the first available record. The names of all the campaigns will be replaced by the name of the active Campaign.
Click the green phone to place a call to your prospect. Click the green arrow to move to the next record in the Campaign without calling the current record. Click the red X to end the Campaign and return to the main Campaign menu.
Preview Auto Back to Top
Some Campaigns may be set to “Preview Auto” rather than the default setting, Preview Manual. If a Campaign is set to Preview Auto, you'll see a countdown timer below the record's name and number. The amount of time is configured at your account level. When the counter reaches zero, the prospect will be dialed automatically. The length of the countdown between records is configured by your administrator.
Undialable Numbers Back to Top
Campaigns can also be configured to present records with undialable numbers. Clicking Dial on a record with a bad number will display a message that the number is undialable. You’ll be presented with the Dispo Without Dial option so you can still select a Disposition, which lets you track your activities and take advantage of all the post-call automation. Disposition without Dialing is covered in the next section.
NOTE: Calls dispositioned on records with invalid numbers will note that no call was placed.
Disposition Without Dialing Back to Top
Some organizations enable the ability to disposition a record in a Campaign without dialing first. If your organization has this enabled, when a Campaign presents a record, you'll see the record presented with a "Dispo Without Dial" button. If you click that button, it will bring up the Dispositions.
If you decide to call after all, click the "Cancel and Call" button will return you to the ready state.
NOTE: Calls placed without dialing will note “No call was placed” in the Comments section of the logged activity.
Queues Back to Top
Denali Queues are similar to creating a personal Campaign that only the Queue creator can access.
To manage your Denali Queues, navigate to the Queues subtab of the “DS User” tab in Salesforce. This subtab is indicated by the icon that looks like a numbered list. In this tab, you can create and manage your Queues.
To create a new Queue, click the “New” button. A window will pop up to create the new Queue. Give your Queue a name and click “Add.” The Queue will appear below.
To remove all records from a Queue, click the yellow “Purge” button. To delete a Queue, click the red “Delete” button.
To add records to a queue, you can use one of two methods:
From the record detail page, simply locate the "DS InstaQueue" button at the top and click the button. The record will be added to your selected Queue.
To add several records at a time from a list view, select the records you wish to add and click the "DS InstaQueue List" button. The selected records will be added to your selected Queue.
***NOTE: Due to Salesforce limitations, DS InstaQueue List is currently only available in Salesforce Classic, not Salesforce Lightning Experience. DS InstaQueue is still available from individual record detail pages in Lightning Experience.***
Regardless of the method you use, the record must have a valid phone number in the Phone field. If the record has no phone number or an invalid number, it won't be added to the Queue.
Once you've created at least one Queue and added some records, follow these steps to call them:
1. Select the Queue you wish to call from using the dropdown menu. If you only have one Queue created, only one option will be available.
2. Use this text box to filter records in your queue by name.
3. Click the record's name to be taken to the record page in Salesforce.
4. Click the record's phone number to place a call to that number. After you complete your call and select a Disposition, the record will automatically be removed from the Queue.
5. Click the X to remove the record from your Queue without calling them if you no longer need to call them.
Bad Number Notification Back to Top
If a call can't be completed at the time it's placed - either because the number is disconnected, because it returned a busy signal, or any other reason - you will hear a message stating, "We're sorry, your call could not be completed as dialed." Since this could indicate a busy signal, it's worth trying back at a later time. If you get the same message more than once, it's likely a disconnected number, but you can always contact support for confirmation.
Call Controls Back to Top
Once on a call, all functions of the call such as putting the prospect on hold, conferencing another caller in, or hanging up should be done through Denali. (Note: Hanging up your phone you’re using to connect to Denali at the end of a call will terminate your connection to Denali.) Here’s an overview of the call controls:
1. Displays the prospect's name and number
2. Displays the status of the current call
3. Places the current call on hold
4. Hangs up the current call
5. Link the call to the record you are currently viewing. This associates the call with this record instead of a different record the call was placed from (for outbound calls) or an unknown record (for some inbound calls).
6. Pause or resume the call recording. The dot in the center will flash when the call is recording. Some organizations may have disabled the ability to pause the recording.
7. Opens the Notes box
8. Creates a Task on the active record
9. Brings up the menu to conference in a third person for conference call or warm transfer. Clicking this button automatically places the call on hold.
10. Leave an automated voicemail message on the prospect's answering machine
11. Submit a support request
12. Filter the Dispositions by name
13. Examples of some Dispositions. Yours will be custom to your process.
Notes Back to Top
New to Denali 2.0, you can now take notes at any time while on a call. When you select your Disposition, the notes will automatically be added to the logged call, even if notes aren't required for that Disposition. If notes are required, the notes you take will be copied into the notes box that pops up, so all you need to do is click the Save button.
Create Task Back to Top
Introduced in build 7.1, you can now create a follow-up Task directly from the Denali panel. Clicking the Create Task button will bring up the Task creation menu. This can be done while on the phone with the other person, or after ending the call but before selecting a Disposition.
Salesforce will give you a reminder at the scheduled time, just like any other Task:
All fields must be filled out in order for the Task to save.
Conferencing and Transferring Back to Top
To conference in a third person, click the “Add Call” button to add a person to your call.
This will automatically place the call on hold. Select the user you wish to conference in and a second call will be placed to that user.
Note: If the user you’d like to conference in doesn’t show up in the list, contact your Salesforce Administrator.
To merge the calls into a conference call, click the “Merge Calls” button. At this point you’ll be in a three-person call.
To perform a warm transfer, click the “Leave Merged Call” button. You’ll be able to select a Disposition and move on while the other two people remain on a call of their own.
If you remain for the duration of the conference call, you’ll need to hang up each leg of the call individually. Once both calls have ended, you’ll be able to select a Disposition.
Dispositions Back to Top
A Disposition corresponds to the outcome of the call. Each company’s Dispositions are customized to fit their specific process. The Disposition is the last thing you should select to complete the call process. It will log the call with the outcome and perform pre-determined automation within Salesforce. It will also send you on to your next call (if connected to a Campaign) or send you back to the ready state (if using Click to Dial or Queues).
Disposition After Session Disconnect Back to Top
Typically, you’ll want to disposition the final call of your dialing session before ending your session. However, we’re all human and make mistakes sometimes. If you forget and hang up your phone before selecting a disposition for your last call, the call will remain under the label "Calls To Disposition."
If you only have one call remaining to disposition, it will be selected by default, and you'll be able to select a Disposition.
If your organization has Call Waiting enabled, you may have up to two Calls to Disposition at a given time. In this case, the selected call will be highlighted in blue. Select a call by clicking on it, then select the correct Disposition for the call.
Automated Voicemail Drop Back to Top
To leave an automated voicemail (also known as Voicemail Drop-in), you’ll need to create a recording (for instructions on how to create new recordings, see the Recording Management section). Each user can store up to 20 voicemail recordings.
Once you have some recordings to choose from, you’ll need to connect to the prospect’s answering machine. After you’ve reached an answering machine, click the Leave Voicemail button to bring up your list of recordings.
Select the name of the message you’d like to leave. As soon as you select the message, you’ll be sent back to music. On another line, Denali listens to the answering machine, waits for the beep, and plays your recording. As soon as you hear music again, you can select the appropriate Disposition and move on to your next call without needing to wait.
If you want to leave a personalized voicemail rather than an automated voicemail, wait for the beep and leave your message as you would normally.
Outbound Call Linking Back to Top
Outbound call linking allows you to link an outbound call to a different record than the one you initially placed the call to. For instance, if you call someone who is out of the office and reach their coworker instead, you can link the call to the coworker's record by locating the record you'd like to link to in Salesforce (using Salesforce search if needed) and clicking the link button.
Inbound Call Handling Back to Top
If your company is set up to use Denali to handle inbound calls as well as outbound calls, there will be a few additional settings and controls to manage. If your company does not use Denali for inbound calls, you can skip to the next section.
To set your availability to receive Inbound calls, click the Inbound Ready button to toggle your Inbound Ready status on or off. If the button is yellow, Inbound Ready is off and you won't receive incoming calls. If the button is green, Inbound Ready is on and you'll be available to receive calls regardless of whether or not you're currently connected.
If you’re likely to be working in a tab where Denali doesn’t load, we recommend enabling browser notifications so that you’ll be notified when you receive an incoming call.
Inbound Calls While Connected Back to Top
When an inbound call comes in, the banner at the top will show the name of the queue that the caller has dialed in through. The yellow box will display the caller’s name if their phone number is associated with a specific record in your Salesforce org. If the phone number is associated with multiple records or isn’t stored in your org, it will display “Unknown Name.”
Once you click the green “Answer” button, you’ll be connected to the caller.
Inbound Calls When Not Connected Back to Top
If you receive an inbound call while not connected, instead of Answer, the green button will be labeled Connect. On clicking it, the connecting call will be placed to your desk phone, just like when you start a dialing session normally. Once you connect to your session, you will also be connected to the caller.
Linking Calls Back to Top
To link an inbound call to a record, click the Link button. This will link the call to the record you are currently viewing in Salesforce.
Once linked, the call will display the record’s name rather than “Unknown Caller.”
In order for the disposition to log correctly, you must link the call to a Salesforce record. If you select a Disposition on an inbound call without linking, it will log as "DialSource Unlinked Inbound Call" and not be associated with the record of the person you spoke with.
If needed, you can create a new Salesforce record prior to selecting a disposition. Once the call is linked to a record, proceed exactly as you would with an outbound call. You must link your call in order to select a disposition.
Missed Call Notification Back to Top
If your administrator has enabled Missed Call Logging in DialSource Settings, you can take advantage of seeing information pertaining to inbound calls which you have missed or not answered.
If you miss an inbound call (i.e. be offered an Inbound call but do not answer it), your History subtab will give you an indication of the number of calls which you have missed. The indicator will be in red, click the number to dismiss it.
Clicking on the History sub-tab to view your missed "orphan" call for the Inbound phone number.
Clicking the Missed Call (in place of the record's name that would appear for a completed call) will take you to the logged Task for the missed call.
Task Logging for Missed Calls Back to Top
*As with Missed Call Notifications, your Salesforce Admin will need to have Missed Call Logging enabled in order for you to use this feature.*
By clicking on the Missed Call in your History sub-tab, you can bring up and view the task created which represents your missed call.
For any missed call you receive (linked or otherwise), you will be able to return the call just by clicking the phone number within the history tab.
In the Standard package, if the number is Unknown (i.e., does not match a record in Salesforce), the task will include the number that called in the Comments.
In the Enterprise package, it will allow you to return all calls directly through Denali, including Unknown numbers by using the DialSource Action object.
Call Waiting Back to Top
*As with Missed Call Notifications and Task Logging, your Salesforce Admin will need to have Call Waiting enabled in order for you to use this feature.*
If your company has enabled Call Waiting, you'll be able to accept incoming calls any time you're flagged as available, even if you're already on a call. If an inbound call presents to you while you're already on a call, you'll have three options:
End & Accept: Ends your current call and answers the incoming call.
Decline: Decline the incoming call and remain on your current call. The incoming call will serve to the next available agent.
Hold & Accept: Places your current call on hold and answers the incoming call.
When you complete a call but haven't selected a Disposition, it will appear in a new section: Calls to Disposition. Your completed calls will remain here until you select a Disposition, even if you end your dialing session. You can have up to two calls to disposition at a time, so if you have two, you'll need to disposition them before making or receiving another call. Notes for each call will remain associated with the correct call even if you switch between the two.
Recording Management Back to Top
Recording Management is located in the first subtab of the main DS User tab, with the icon that looks like a microphone:
It can also be located in the DS Recordings tab for clients who use that tab.
There are multiple sections in the Recordings Management tab. Voicemail Drop-In allows you to record a message to leave on a prospect's answering machine.
Voicemail Greetings are used for Inbound. An inbound caller will hear your Voicemail Greeting if you aren't able to answer the call and it goes to voicemail. If you have your own inbound line, you'll need to record one of these:
Inbound Greetings are also used for Inbound. This greeting will be played for an inbound caller before they hear the hold music. If you have an inbound line, you'll want to record one of these as well.
Creating a New Recording Back to Top
To create a new recording, first, connect to Denali by clicking the “Connect’ button. Next, navigate to the DS Recordings tab in Salesforce. Then, scroll to the “New Recording” section at the bottom of the screen. Give the recording a name select the appropriate type from the drop-down menu:
Once you click the Submit button, you’ll receive a prompt through your phone: “Please leave your message after the tone. When finished, hang up or press the pound key.” (Note: Both hanging up and pressing # will save your recording, but we recommend pressing # so that your Denali connection won’t end). Record your message the way you want it to sound when your client hears it.
After saving your recording, refresh your page and your new recording will appear in the appropriate section.
Once you have a recording in Denali, you can listen to it to make sure it sounds perfect! To listen to a recording, connect to Denali and click the “Play” button. The recording will play through your phone. To delete a recording, check the box on the left and click the “Delete” button. To mark a non-Global recording as Global (or to mark a Global recording as non-Global), check the box on the left and click “Toggle Global Flag.”
To rename a recording, double click the name, enter the new name, and press Enter to save the new name.
Global Recordings Back to Top
A recording that’s marked “Global” will be available to all users at your company. A recording that is not marked Global will only be available to the person who recorded it.
Summary Back to Top