Good day, Hikers! This release is a bit light on new features since we've been focusing our time on migrating our infrastructure to Google Cloud, addressing client issues, and getting Denali 2.0 ready for primetime.
We've worked extensively with our amazing beta participants to optimize the user experience on our new Denali 2.0 user interface. We've made tremendous progress and look forward to migrating all of our clients to the latest and greatest we have to offer.
Google Infrastructure Enhancements Back to Top
Over the past few months, we've spent a good amount of time and resources migrating key components of our infrastructure from Rackspace to Google Cloud, which offers a more robust enterprise-grade ecosystem. This provides enhanced stability, centralized monitoring as well as allows for us to scale our infrastructure seamlessly based on client needs.
Product Enhancements Back to Top
These key enhancements expand our call logging capabilities in Salesforce, particularly to support calls on related objects.
Support Logging Calls on Converted Records Back to Top
Salesforce allows calls to log on converted objects before and after a call, but it doesn't allow calls to log on objects that are manually converted during a call. This occurs because call logging requires a consistent Object ID. For example, if an agent calls a lead and converts it while on the phone, a new contact (and possibly an account and opportunity as well) is created with a new Object ID. This resulted in a failure to log call activity because Salesforce was attempting to log the call activity to a non-current Object ID, which was associated with the old lead. Denali is now able to detect the new Object ID and successfully log call activity to all objects associated with the converted object ID during a call.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-3864
Support Calls Placed via Account Contact Relationships Back to Top
With the advent of Lightning, Salesforce has introduced a standard junction object called the Account Contact Relationship. This allows Contacts to be related to more than one Account and functions in place of a standard Contact Related List in client orgs that use it. This object doesn't support activity logging. Denali now automatically logs calls placed against the Account Contact Relationship object to log on the appropriate Contact record.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-3863
Ticket List Back to Top
The following tickets are resolved in this release:
|DEV-3437||Fixed bug causing agents to get stuck in wrap up|
|DEV-3546||Built UI for Strikes|
|DEV-3584||Built UI for "Prefer Less Busy Agents"|
|DEV-2947||Resolved duplicate Agent Entries in Agent Status Sub-Tab|
|DEV-3448||Fixed bug causing agents to get stuck in inbound-locked|
|DEV-3475||Fixed bug causing ring time to be added to call duration|
|DEV-3520||Improved state updates in the agent status table|
|DEV-3573||Separate Beta Agents From Production Agents In DLD/Inbound Find Idle Agent|
|DEV-3574||Store UI in agent status document|
|DEV-3625||Update Queues to support Unicode characters|
|DEV-3626||Only show queue flags if separate idle timers is enabled|
|DEV-2836||Fixed bug that interfered with placing outbound DLD calls|
|DEV-3644||New Call Centers|
|DEV-3745||Create Database Monitoring Tool|
|DEV-3907||Add RTCP logging To Logs|
|DEV-3466||Fixed edge case where disposition DNC time was not respected in Campaigns|
|DEV-3648||Fixed bug where inbound ringing wasn't audible on lines using Group Ring|
|DEV-3860||Fixed bug where pressing # disconnected agent session|
|DEV-3957||Make The Dial In Token Persistent Across User Setting Rather Than Agent Status|
Summary Back to Top
Our aim is to have all of our clients upgraded to Denali 2.0 by the end of the year; your Customer Success Manager will be reaching out to you soon to schedule some time to upgrade you. But if you just can't wait, drop them a line to schedule your upgrade appointment!
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. While the sunset date for Classic (v2) isn't set just yet, that date is steadily approaching and we want to be sure we have all of our clients up and running on the latest and greatest technology we have to offer. Likewise, if any of the features that require additional configuration fit your use case, our CSMs are the ones to contact! We're all here and happy to assist.