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
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.
Bad Number Notification
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.
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.