As an alternate means for connecting Denali, your organization can request Dial-In access for establishing the agent session audio bridge. This is useful as a backup in case the standard method is impaired due to a carrier outage or other local factors that could prevent agents from receiving our connection call. With this method, you'll be using your telephony network to create the bridge to our servers rather than use our carriers to bridge to your phone.
If your Org has requested Dial-In Access, we will configure a Dial-In number for agents to call and provide a unique PIN for each agent. This will be enabled Org wide and new users will need to log in to their CRM at least once to have a PIN generated on our side. Once they have done so, you can request the PIN for the user by opening a Support Ticket or contacting your CSM.
- Rather than click on "Connect" in the Denali softphone, the agent would call the Dial-In number from the device they wish to use for the agent session audio connection.
- Once prompted, they will enter their unique PIN followed by the # sign.
- The Denali softphone will change to "Connected" once the PIN is entered and the agent can go about using the system normally.
Note: It is recommended for agents using Stand-Alone inbound to click on "Connect" should an inbound call come in while they are not connected due to the time it takes for the agent to dial out and enter their PIN.