With the recent precautions around COVID-19, many companies are directing their employees to work from home whenever possible. Thanks to existing entirely within your CRM, DialSource Denali goes wherever you go. To use Denali when working remotely, there are a few easy steps to follow:
We've seen Agents in the past who are working on a different computer, such as a laptop, with a smaller screen where the top panel gets cut off due to the resolution on the screen.
To work around this, you can zoom your browser out. This will allow you to view the entire panel and access the User Settings menu. This can be done by pressing Ctrl + - on a Windows computer or Cmd + - on a Mac. Once you've updated your settings, you can return to normal zoom.
If you typically connect with a desk phone, you may need to connect with your home phone, cell phone, or softphone instead. To connect with a different phone, you'll need to update your phone number in the User Settings Menu.
Note: When working remotely you may notice some differences in the user experience depending on the quality of your network setup. Visit speedtest.dialsource.com to test your connection performance to your servers.
DialSource relies on a stable phone connection in order to properly function, so please keep this in mind if you experience issues not commonly seen under normal working conditions.
- Home WiFi connected softphone users may experience degraded audio at times that can be perceived as choppy audio or even delays. In addition, users of softphones when connected via WiFi may experience disconnections of their agent sessions due to potential interference in the wireless connection.
- You can minimize the impact by using a wired connection and, if connecting with a cell phone, finding the location in your house or home office where signal is strongest.
- If you are using a remote desktop application to access your work computer from a home computer, it is likely that you will experience general latency as your remote application will take time to sync with your work computer.
- If you are connecting with a cell phone, check out the following doc for tips and tricks: Connecting with a Cell Phone - Best Practices
If you normally have prospects call you back on your desk phone and need your Caller ID updated to show your cell phone number, that's adjusted in the Agent List. Your system administrator can adjust this for you if you don't have access.
If your prospects call you back on a Denali Inbound line, you won't need to make any changes to your Caller ID as your Denali line will go with you. If your company doesn't currently use Inbound for Denali but you're interested in learning more, contact your Customer Success Manager.
Note: Discounts are available for clients who want to utilize Inbound for Work from Home scenarios. Your Customer Success Manager will know the details.
After you're all set up, proceed normally with your workday. Follow your company's directives for working remotely. Stay safe, wash your hands, and be well!
This Trailmix on Salesforce Trailhead may be useful to Salesforce clients (some parts may also be useful to non-Salesforce clients) looking for tips on working from home.