Inbound Call Handling

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. 

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

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

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.