Well, DialSource Clan, it's that time again ... Release Time! This update includes Builds 3.9.2 - 4.0 and contains a good mix of features and product enhancements for Builds 2.1 (standard) and 2.2 (enterprise). Check out some of the cool new features below!
- Missed Call Notification
- Task Logging for Missed Calls (with Management Checkbox)
- Outbound Call Linking
Product Enhancements and General Updates
- Management Page Updates
- Disable Disposition Before Linking "Unknown" Inbound Calls
- Disable Disposition Before Call on DLD Offers
- Enable Call Controls on Unknown Inbound Calls
- Use Either "Connect" Button for Stand Alone Inbound Calls
- Removed "Allow Calls" Boolean for DNC from DS Management
- New Detail in CTI Panel When Calling on Non-Typical Objects
- Resolved Merged Call Related UI Issues
- Idle Agent Hangup Time Default to 30 mins
- Removed Duplicate Task when Dispositioning Non-Connected Call
New Features - All Back to Top
To help you bring in the new year in style, we've got a great batch of new features which are sure to please! With things like Missed Call notifications and Voicemail Transcriptions, we're confident we have something for everyone in this release.
Voice Mail Transcriptions Back to Top
We're pretty excited about delivering this functionality as it's one of the first big requests we received through Base Camp (shameless plug for use of the Feature Request section of the Community). The ability to receive transcriptions of your voice mails, delivered via email along with the audio file is now available!
After spending many long weeks researching and developing the best method to be able to provide this feature, we came to the realization that in order to get the needed transcription quality, we would have to go with a best-of-breed, paid solution. As a result, there is a cost for this feature. If this sounds like something you'd like to take advantage of, just reach out to our Customer Success team to find out more!
Package Update: No
DS Backend Setting: Yes
Paid Feature: Yes
New Features - SFDC Back to Top
While VM Transcriptions is available for everyone, we do have a few features which are now available for Salesforce (SFDC) users. As you may know from previous releases, a couple of these were already features in Denali for Dynamics (DfD). Now, we're bringing that same power over to SFDC.
Missed Call Notifications Back to Top
We're very excited to announce a real crowd-pleaser in Missed Calls! This is something we've been working on for quite some time and are excited to finally be bringing you the first client-facing iteration. 
Basically, this works exactly as missed calls do on your cellphone, with a record for each missed call showing in red text in the History section of Denali.
Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Task Logging for Missed Calls Back to Top
This brings us to our next exciting feature add, which is the ability to log separate Tasks for each missed call. Missed Calls will now each create a record if enabled, and will allow you to return the calls for known callers (numbers that match a record). In the Standard package, if the number is Unknown (i.e., does not match a record in Salesforce), the task will include the number that called in the Comments. In the Enterprise package, it will allow you to return all calls directly through Denali, including Unknown numbers by using the DialSource Action object.
We've allowed this to be selectable by account in Settings in case you would prefer not to add the additional storage space. However, the functionality is (in our humble opinion) more than worth the storage consumed (approx. 2kb/task):
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Outbound Call Linking Back to Top
You know that handy feature for Inbound where you can link a call 
to a record of your choice? Wouldn't it be nice if you could do the same for Outbound calls? Let's say you call your contact (Contact A) at XYZ Company, but for whatever reason, they need to transfer you to another person (Contact B). As it stands today, because you placed the original call to Contact A, the call, along with all associated data will log against Contact A.
No longer! Part of version 2.1/2.2 is the ability to use the same Link function you're familiar with for Inbound, but on Outbound calls.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
New Features - DFD Back to Top
I know you didn't think we were going to leave our Dynamics friends out in the cold... And believe me when I say SFDC folks should be jealous on this one!
Configurable Fields on Dispositions Back to Top
Starting today, we now support the use of additional fields in conjunction with Dispositions.
What this means is that when your user selects "Interested," you have the ability to define at an administrative level what additional fields you would like the reps to complete, in addition to whatever fields are already filled in via the Disposition logic. These fields can either be required or optional, and will display in the left-hand dial panel after clicking the Disposition (the same functionality as the existing Notes box).
Additional fields can either exist on the entity being called, or the phone call entity itself. Fields can be configured (added/removed) via the Disposition Manager and will appear if the user is calling on the appropriate entity.
There is a decent amount of configuration that will need to be done in order to utilize this feature, so we recommend setting up some time with one of our Implementation Engineers. To do so, please reach out to your Customer Success Manager.
Package Update: Yes
DS Backend Setting: Yes
Paid Feature: No
Product Enhancements Back to Top
We've made some updates to existing features, as well as a few behind the scenes things we thought we'd let you know about.
Management Page Updates Back to Top
We've spent a significant amount of time making the DS management pages more useful with the addition of some great tools!
Filter by Agent Status:
First-up, on the Agent Status page, we've added a great deal of additional functionality with the ability to filter by Agent Groups:
To filter, simply begin typing the Agent Group name(s) you would like to see and select them from the auto-fill list. Each Agent Group selected will appear in a separate table, allowing for filtering, sorting, searching, etc. per group. We'll continue to add functionality here, but this should really help out those organizations with large numbers of agents ...
New Columns on Inbound Status Page:
Next, on the Inbound Status Page, we've added a couple of useful columns: Agent Group and Current Agent. The Agent Group will tell you which Group the call is currently routing to, and the Current Agent will display who the offer is being presented to within that group:
Note: If we are searching the Agent Groups associated with the DID but there are no available agents, the groups we are searching will display in the Agent Groups column, while the Current Agent column will be blank. Similarly, if the call is coming in to an agents' direct line but they are not available, the Agent Group will say "Individual Agent" and the Current Agent will be blank.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Disable Disposition Before Linking "Unknown" Inbound Calls Back to Top
When accepting Inbound calls from unknown numbers, some users were able to select a Disposition without linking the call. This has been updated. If you would prefer not to select a Disposition, or forget to select a Disposition before hanging up, you can simply click the "X" to skip the Disposition.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Disable Disposition Before Call on DLD Offers Back to Top
The same logic as above applies here, but in regard to Dynamic Lead Distribution offers (Dispositions are disabled until you have placed the Outbound call).
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Enable Call Controls on Unknown Inbound Calls Back to Top
Occasionally, call controls (hold, record, etc.) were disabled for Inbound calls from unknown numbers. This issue has been resolved.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Use Either “Connect” Button for Stand Alone Inbound Calls Back to Top
When accepting an Inbound Call using Stand Alone Inbound, you can now click either "Connect" button to connect to Denali and be connected to your inbound call.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Removed “Allow Calls” Boolean for DNC from DS Management Back to Top
If you are using the feature to respect the standard SFDC Do Not Call field, there was previously a secondary field called "Allow Calls if 'Do Not Call' Unavailable." This field was confusing and over-complicated a perfectly good feature - so we've removed it! The main take away is this: if the "Do Not Call" field is not on the page layout, your agents will still be able to place the call because we can't see it to determine whether the call should be prevented or not.
Package Update: No
DS Backend Setting: No
Paid Feature: No
New Detail in CTI Panel When Calling on Non-Typical Objects Back to Top
For those of your who call on non-typical Objects in SFDC (e.g., Tasks, Cases, Actions, Opportunities), you will be pleased to know that the CTI Panel will no longer read "<objectType> DS Call." Instead, the same format will be followed as when calling off of standard Object types.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Resolved Merged Call Related UI Issues Back to Top
There were a few nagging items that would pop up from time to time when merging calls from unknown numbers, depending on the order of operations (UI freezing, user stuck in wrap-up). Rather than bore you will all the details, we'll just say that the issues with merged calls have been resolved and the order of operations should no longer matter.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Idle Agent Hangup Time Default to 30 mins Back to Top
Prior to this release, the default Agent Idle time displayed was blank for new accounts. This has been updated to now show the correct default value of 30 minutes.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Removed Duplicate Task when Dispositioning Non-Connected Call Back to Top
If an agent dispositioned a call that was still ringing (not connected) prior to hanging up their Leg B call, the result would be a Task logged with all the appropriate
Package Update: No
DS Backend Setting: No
Paid Feature: No
Summary Back to Top
As always, release time is a great time to check your current version and update your package for either SFDC or DfD! To do so, just Submit a Request and let us know you'd like to update your Denali package.
Or, if you’re currently on Classic (V2) and are ready to upgrade to Denali, please reach out to our Customer Success team and they'll get you started down the path to transition today.
Finally, don't forget that we still need your help! We've already got over 100 excellent Feature Requests, but not very many votes or comments ... To engage with our product roadmap and help influence the direction of the product, all you have to do is visit the Feature Request section and add a post. If there's already one there for your suggestion, feel free to add a comment, but most importantly, don't forget to vote (even on your own posts)!!
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