Global Settings allows you to toggle settings that affect your entire org. For clients running an older version of the package, this section was previously labeled Boolean Options.
Note: Some settings are only available upon request. If you wish to enable a setting that is not currently available in your org, contact your Customer Success Manager.
Auto Record: When enabled, all calls are automatically recorded. When disabled, users will need to manually record each call.
Call Waiting (Available Upon Request): When enabled, agents will have the ability to receive calls while they are on a call. See the Call Waiting Guide for more information.
Disable Pause Record: When enabled, the pause recording button will be removed from the Denali interface.
Disposition Hangup: When enabled, selecting a disposition will automatically end a call. When disabled, users will need to hang up and disposition their calls separately.
Disposition Locking: When enabled, users will need to be on the active record to select a disposition. When disabled, users will be able to select a disposition from anywhere in your CRM. The call will log on the same record regardless.
Missed Call Logging: When enabled, users will get an alert in their History if they miss an inbound call. When disabled, users will not get the alert. This feature applies to clients who use Denali Inbound only; enabling this setting without Inbound functionality has no effect.
Dispositions without "Dial": When enabled, users will be able to select a disposition for a record presented by a Campaign without dialing first, allowing them to still take advantage of all the automation. When disabled, users will not be able to select a disposition until after they have placed a call.
Respect Salesforce "Do Not Call": When enabled, prevents calls from being placed to any record that has the standard Salesforce "Do Not Call" checkbox checked. When disabled, the box will have no effect on Denali. To use this functionality, all users will need to have Read access to the Salesforce standard "Do Not Call" field. They don't need Write access to the field, nor does it need to be on the Page Layout, but it must be accessible from a field-level security standpoint.
Separate Idle Timer for Queue Calls: When enabled, each inbound line or queue will have its own separate invisible idle timer. This allows agents to place outbound calls without worrying about losing their place in line to receive an inbound call. When disabled, inbound calls will be prioritized based on the users' Idle time as displayed in the Agent Status tab.
Call Forwarding (Available Upon Request): When enabled, agents will have the ability to forward their calls to any number. See the Call Forwarding Guide for more information.
Log Click-to-Dial as Campaign for separate records (Available Upon Request): When enabled, click to dial calls will be logged on the task (Standard Package) or DSA (Enterprise Package) as the name of the Campaign. This behavior applies only when you are calling on a campaign. When disabled, click to dial calls will be logged as a click to dial call while making a call outside the campaign.