This is a guide for the new Dial Pad feature, introduced in Release 4.9.0 for Denali 2.0. This feature needs to be enabled on the DialSource back end on the account level to make it available to clients.
Note: Currently, Dial Pad is only supported for Salesforce.
When Dial Pad is enabled, the "Add Call" button in the CTI panel changes from a person with a small plus sign (Quick Dial only) to a large plus sign. Don't worry, it's still the same "Add Call" function - just more options!
As before, clicking "Add Call" when on a call places the active call on hold and brings up the Quick Dial menu. Simply click "Dialpad" to bring up the Dial Pad:
To dial using the Dial Pad, you can click the buttons using your mouse, type using your keyboard, or paste a number directly into the "Phone Number" box. Press the green phone key to dial.
Calling a Client Directly
If you have a client's phone number that is not in a dialable phone field on their record, or perhaps you don't wish to add it to a record (such as placing a one-time call to a personal cell phone), you can place the call using the Dial Pad.
Note: Calls initiated via the Dial Pad will be "Unknown" calls and will need to be linked to the appropriate record.
Once connected, click the "Add Call" button to open the Add Call menu and select Dialpad. Follow the steps outlined above to place the call:
Once on the call, it will display as "Unknown Caller" and is not yet associated with a record until linked. If any of your Dispositions are available for Unlinked calls, those will be available, but other Dispositions will not. To associate the call with the right person's record, navigate to that record and click the link icon. After that, complete your call and select a Disposition as with any other call.
Transferring a Client to a Colleague
Note: In order to use Dial Pad to perform conferencing and transfers, your organization must have Call Waiting enabled.
In many cases, you'll want to add a colleague to a client call, either for a conference call or to perform a warm transfer. Call your client normally, then click "Add Call" and select "Dialpad," as above.
The client call will be associated with the client's record, while the colleague call will appear as "Unknown Caller." Follow the normal steps to perform a warm transfer:
Select the appropriate Disposition for the client call based on the outcome of the call as normal. Don't forget to then select the a Disposition for the colleague call to complete the process:
Calling a Conference Line
The Dial Pad is a great way to call into a conference line you may have set up for a group client meeting. To do so, just pop open the Dial Pad and enter your conference number. Once you're connected to the conference system, you'll need to use the keypad on the phone you are using to connect to Denali for leg a. So, if you are connected to your desk phone, you'll need to enter your passcode for your conference via your desk phone. We are planning to add DTMF support in a future release.
Calling the Colleague First
There's no rule saying you have to call the client first if you already know you'll need to introduce them to a colleague. Just place the call to the colleague first, put them on hold, and call the client via the steps outlined in our Add Call via Click to Dial Guide.
Taking the Client off Hold
If needed, you can take the client off hold while conferencing in a colleague. Clicking "Add Call" will place the client on hold, but you can click the Resume Call button to resume the call before placing the call to your colleague.
Once you dial your colleague, the calls will automatically be merged, so the client will hear the colleague's phone ringing. After this, proceed with the merged call normally.
There are a wide variety of applications for the Dial Pad - the only limit is what you can do with a phone and with your CRM. The exact steps and Dispositions used will vary based on your company and process. To learn how best to integrate this into your process, your Customer Success Manager can set up a call to discuss together.