Using Denali

Getting Started

• Starting an Agent Session using the Dial-In Method
• Interface Components
• User Settings
• Report an Issue

Making a Call

• Calling Campaign Records that contain Many Numbers
• How to Make a Call
• Queues
• Campaigns
• Dial Pad Guide
• Add Call via Click to Dial

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Call Controls

• Call Controls
• Conferencing and Transferring
• Create a Task
• Take Notes

Inbound Calls

• Queue Position Dashboard
• Inbound Call Handling
• Enabling Browser Notifications in Chrome
• Inbound Agent Prioritization in Agent Groups
• Missed Calls
• Call Forwarding

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Greetings and Voicemails

• User Recording Management
• Voicemail Drop-in

Reports and Dashboards

• DialSource Dashboards

After a call

• Dispositions
• Create a Callback Task
• Linking Calls
• Double Linking Guide
• Logging Disposition Fields
• Locating the Call Recording