Release Notes for October 2020

Good morning and happy Monday, DialSource family! We've got a release with several items to kick off your week. Check the sections below - some of these affect both Salesforce and Microsoft Dynamics CRMs, and others affect one or the other but not both.

Changes

[CHANGE] Previously, when a user tried to place a call via Dial Pad or Quick Dial while they are already on a call, the call would fail but it wouldn't be clear why. Now, a push notification appears instructing them to first place the current call on hold first. 

Impacts: end users

CRM: Salesforce, Microsoft Dynamics (Unified Interface only)

[CHANGE] Previously, the Disposition Notes pre-populated text read “Notes for call disposition required,” which caused confusion as Disposition notes are not always required. The text now reads “Enter disposition notes here.” 

Impacts: end users

CRM: Salesforce, Microsoft Dynamics (Unified Interface only)

Fixes

Both CRMs

[FIX] The bottom of the "Report Issue" menu was cut off on softphones shorter than 750 pixels in height. Users were not able to scroll to the bottom unless the softphone's height was adjusted. (784040, 784065)

Impacts: end users

CRM: Salesforce, Microsoft Dynamics (Unified Interface only)

[FIX] For Inbound Queue Dashboards, if an agent was in multiple groups associated with the same queue, their idle time and position could show incorrectly. (799028)

Impacts: Managers with access to Inbound Queue Dashboards

CRM: Salesforce, Microsoft Dynamics (all versions)

Salesforce Only

[FIX] In the Campaign Manager, searching for a Campaign failed if that Campaign had an ampersand (&) in the name.

Impacts: Managers with access to Campaign Manager

CRM: Salesforce

Microsoft Dynamics Only

[FIX] The message prompting a user that a number had been called recently and confirming if they would like to proceed with the call was erroneously showing the record as "Unknown Caller."

Impacts: end users

CRM: Microsoft Dynamics (Unified Interface only)

[FIX] In Dynamics Unified Interface, an intermittent issue occurred with creating Callbacks if the "rollup to parent account" feature was not enabled.

Impacts: end users

CRM: Microsoft Dynamics (Unified Interface only)

Good afternoon, Denali for Salesforce users. It's been a while since we released a new package version, but this one is definitely worth the wait. It brings two much-anticipated features: Snooze Callbacks and Grant Account Login Access. 

Note: These packages were originally released as 12.18e and 12.23s. These packages contained logging issues that were patched in the latest versions. The latest versions are referenced in the title above.

Snooze Callbacks

Callback Tasks are a great way for users to manage follow-ups with a specific person at a specific time, but when the time rolls around it might not be exactly right. With this package, users are now able to snooze their Callbacks for the desired amount of time. This gives them the flexibility to call when they need to without needing to decline the previous task and create a new one.

For more details on Callback Task creation and snoozing, refer to our user guide here: Create a Callback Task

Note: Once the package install is complete, Snooze will also need to be enabled by a member of the DialSource Development team. You can open a ticket with Support or have your Customer Success Manager do so on your behalf.

Grant Account Login Access

Note: this feature is only available in the Enterprise version of the package.

If our Support or Development teams need access to your environment for troubleshooting or configuration, you can now set that up from within Salesforce. Just a few clicks, and we're ready to go.

For more details, check out Salesforce's official Help article for the feature here.

To get the latest package installed, contact your Customer Success Manager today!