As of Release 4.9.0 for Denali 2.0, in addition to using the existing Quick Dial group, it's now possible to add an additional party to your existing call via Click to Dial!
For your reps to use this feature, it needs to be enabled on the DialSource back end at the account level. Note: This feature will be enabled automatically for accounts who use Call Waiting, but Call Waiting is not required to use it.
When you're on a call and wish to place a second call, simply place the first call on hold and click a dialable number on a record in your CRM. The first call must be on hold: if you try to place the second call without putting the first on hold, you'll get this alert on your call panel.
Once you have two open calls, all call controls (e.g., Merge Calls, Leave Merged Call, etc.) function as you're used to when adding a call via the existing Quick Dial group. However, because these calls are both treated as "lead" legs, keep in mind that you'll need to link and disposition each call separately.
The currently selected call will have a blue box around it. When you select a Disposition, it will be applied to the selected call. As both calls will always need a Disposition, we recommend creating specific Dispositions to correspond to different use cases. To assist with this, when asking for this feature to be enabled for your org, your CSM will discuss best practices for implementation, training and reporting. We'll now go over a few of the most common use cases for this feature.
Adding a Colleague to a Client Call
Current Functionality (Quick Dial): When using Quick Dial to add a colleague, that requires the colleague to have a user license in your CRM. This presents a challenge for some clients.
New Functionality (Click to Dial): Now, if you want to call a colleague on any phone number, you can call them on any number listed in your CRM (typically, on their contact record). To do so, simply place the client on hold, locate your colleague's record, and click the phone number to dial:
As outlined above, merge the calls, introduce your client to your colleague, and complete the conversation:
When the conversation is complete, link the call representing your colleague to the Client's record:
For the Client call, select the Disposition appropriate to the outcome of the call. For the Colleague call, select a Disposition designated by your process for conference calls:
Both calls will appear in the Activity History on the Client's record:
Calling the Colleague First
Current Functionality (Quick Dial): Calling your colleague first is not available using the Quick Dial Group.
New Functionality (Click to Dial): If you know in advance that you'll need to have a colleague on the line from the outset, you can call the colleague first. Once your colleague is on the line, place them on hold and call your client, following the same basic steps outlined above.
Introducing Two Clients
Current Functionality (Quick Dial): Calling two leads is not available using the Quick Dial Group.
New Functionality (Click to Dial): You can use the same tool to introduce two clients to each other (e.g., referral, best practice discussion, etc.). Once you are on the call with the first client, place them on hold and call the second client:
Once you reach the second client, you can merge the calls, introduce the two clients, and leave the merged call:
After leaving the merged call, Disposition each client's call as appropriate:
There are a wide variety of applications for this new functionality. 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.