Happy Valentines Day, DialSource family. Instead of roses and chocolate this year, we got you a Release. Hope you like it ... 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!
- Agent State Logging
- Add Agents to Inbound Group During Offer
- Background Worker Now Uses API User to Log Tasks
- Agent Status Update
- Graphic While Searching in DS Management
- Auto Hangup Idle Agents Default
- Update when CallID not Passed
- In-Ear Ringing Default to On for DLD Offers
- Removed Server Column from Inbound Status Page
- Inactive Users on DS Management in Lightning
- Support for Calls on Tasks/DSA Records (Enterprise Package)
- Moved User Verification from PlaceCall to Task Worker
- Allow Calls to Record Where DNC is Not Available
- Stereo Recording Alignment
- Missed Call Logging for Inbound Ready Agents in Enterprise Package
- Two "DialSource Automated Calls" Created with Dispo While Ringing
- Calls on Tasks Overwriting Notes
- Sort Records in Queue by Document ID
- Support for Special Characters in VM Drop-in Names
- Calling on "Contact" will Remove Record from Queue
- Support for Non-Ascii Characters in Report Criteria
- No Call Dispos Updated
- Fixed Dispo-Hangup Leaving Call Open (not closing)
- Preview Auto Option Removed
This release has a couple of great features, however, it was primarily focused on building back-end components and playing the ground work for features to come. We also worked extremely hard on product enhancements and bug fixes. Between the enhancements and prep-work for future releases, we knocked out nearly 70 roadmap items! We won't put you to sleep with all the behind the scenes work, but here are a few of the ones you're likely interested in ...
New Features Back to Top
We have one feature for SFDC and one for DfD. And before you get all teary-eyed at the lack of presents under the tree, these are all about quality over quantity!
ALL: Bad Number Notification Back to Top
We've received a request from a number of reps for some additional (i.e., more direct) indication when you attempt to dial a number that cannot be completed or "bad" number. We do currently play an audible beep, but it's not as specific as end-users would like. To make that a bit more clear, we've now added an audible recording that says, "Your call cannot be completed as dialed. Please check the number and dial again." This is a "small" feature, but will make a big impact on your reps from a day-to-day workflow perspective.
SFDC: Inbound Statistic Objects Back to Top
If you're taking advantage of our Inbound functionality, we've create three additional Custom Objects that are available. The three new Objects are DialSource Offers (DSO), DialSource Actions (DSA), and DialSource Interval (DSI). These new objects allow for the tracking of Offers to agents(who was the call presented to) via the DSO, the Actions taken against those offers (e.g., Answered, Rejected, etc.) on the DSA, as well as what Interval those items occurred in (segmented into 15 minute increments):
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: Yes
DS Backend Setting: Yes
Paid Feature: Yes
DfD: InstaQueue from List View Back to Top
This feature can be added to the growing list of awesome enhancements we're bringing to Denali for Dynamics from the Salesforce world. Through some wizardry by our dev team, we can now add a "DS InstaQueue" button to your DfD command ribbon! This allows your users to queue up records from list views, providing virtually limitless options for on-demand call lists (e.g., Follow-ups from Yesterday's Activities).
There is some configuration that needs to be done by our dev and implementation resources, so there is a small investment in Professional Services time to enable this feature, but the payoff is huge!
Package Update: Yes
DS Backend Setting: No
Paid Feature: Yes
Product Enhancements - All Back to Top
As mentioned, we've a metric ton of updates to existing features, as well as a few behind the scenes things we thought we'd let you know about.
Agent State Logging Back to Top
As you know from using the DS Management page, you've always have real-time visibility into the Agent Status. However, we are now logging each agent state change, along with the reason for the state change. This is extremely helpful to our dev team when verifying why offers are/are not presented, why someone is in wrap-up, etc.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2313
Add Agents to Inbound Group During Offer Back to Top
Prior to this release, if agents were added to an Agent Group associated with an Inbound DID once a call was already being offered to the group, those agents would not be eligible to receive the call currently on offer. This functionality has been enhanced so that agents added to the Agent Group during offer will be eligible to receive the current call. NOTE: This enhancement also applies to DLD offers.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2381, DEV-2376, CS-766
Background Worker Now Uses API User to Log Tasks Back to Top
When users place a call and update tasks by selecting a Disposition, etc., Denali is not actually taking those actions - the user is. As such, we are dependent on the users' session being valid at the time the action is taken. If Salesforce returns a message rejecting their session the task creation or update is placed on hold, pending a good session. Those tasks are retried every four hours in the background and will log as soon as the session is valid again. As of today, once the tasks hit the background worker, they will then be processed through using the API user for your Denali Account. That means the next time the background worker runs, they will absolutely log/update, provided the API User credentials are good. This update will allow for faster task logging. Don't worry - the tasks will still be owned by the initiating user.
NOTE: If you report off of Created by rather than Owner, you may want to chat with a member of our Implementation team to ensure your reports are adjusted to look at the Task Owner field.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2398
Agent Status Update Back to Top
When attempting to offer a call to a single agent, the Agent Group column read "single_agent." This was somewhat confusing and has been removed. In the future, we will add additional tracking capabilities to indicate if a call is routing to an agent's direct line rather than a group/queue.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2289
Graphic While Searching in DS Management Back to Top
While records are being queried and the screen is updating based on search parameters, we've added a helpful "loading" graphic to make it more clear when the system is updating your record set:
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2301
Auto Hangup Idle Agents Default Back to Top
The default for Auto Hangup Idle Agents has been set to 30 minutes and will now display that in DS Management.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2146
Update when CallID not Passed Back to Top
Occasionally, Salesforce does not provide us with the CallID which is needed for updating Tasks on Disposition. Previously in this case, the Tasks were not able to be updated. We've enhanced this process to allow for the CallID to be provided by our database rather than SFDC so that these Tasks can still be updated.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2361
In-Ear Ringing Default to On for DLD Offers Back to Top
We've updated the API to allow for a variable to be passed which controls in-ear ringing. The default is Off, but it can be turned on using the variable.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2349
Removed Server Column from Inbound Status Page Back to Top
The Server column is used internally for support, but has no relevance to end-users so we have hidden that column.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2307
Product Enhancements - SFDC Back to Top
Below are a few enhancements specific to Denali users on the Salesforce platform.
Inactive Users on DS Management in Lightning Back to Top
The scripts that removed inactive users from the DS Management page were not working exactly as intended for Lightning users. These scripts have been optimized to respect Denali users regardless of the CRM/version they are currently running.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2307, CS-717
Support for Calls on Tasks/DSA Records (Enterprise Package) Back to Top
Prior to release 4.1, calls attempted against Tasks or DSA Records were not supported in the Enterprise package. We've added support for that action, so now calls can be placed against both of those items conveniently.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2322, CS-735
Moved User Verification from PlaceCall to Task Worker Back to Top
While this might sound technical, it's actually pretty simple. Basically, each time a user places a call through Denali, we performe a check with SFDC to make sure that user still had a valid session. Sounds good, right? Well, the catch was that if the initial call was placed with a bad session, Salesforce would reject all future tasks logged/updated during the same dialing session. And while that was not a huge issue as all of those tasks went to the Background Worker and were processed through in the normal course of business (as soon as the user had a new dialing session with a good SFDC session), it did result in some confusion about the number of DialSource Automated Calls. Those calls only existed as placeholders and were updated later, but it was still a bit annoying. Moving that initial login to the Task Worker should help to alleviate this issue.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2342
Allow Calls to Record Where DNC is Not Available Back to Top
Recently, we released a feature for Salesforce to respect the native "Do Not Call" checkbox. While the feature was working exactly as intended, we did decide to make one slight adjustment, which is to now allow calls to records which do not have the flag present (e.g., the Account). Now, if there is no "Do Not Call" field on the record (does not have to be visible, just present), we will allow the call since there is nothing to tell Denali to block it.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2374
Stereo Recording Alignment Back to Top
Recording files on stereo recordings were occasionally not lining up because the recording on the agent leg of the call began when they clicked the dial button, while the lead leg did not start until the connection was established. This caused the two legs to be out of alignment when played back. This is now resolved.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2377
Missed Call Logging for Inbound Ready Agents in Enterprise Package Back to Top
Missed Calls were previously trying to log against their session for Inbound Ready agents. However, this does not make much sense since technically they don't have a session. Instead, we'll log all missed calls against a single session for the day for Inbound Ready agents. We'll also be logging those using the API user to avoid issues with those being sent to the background worker as Inbound Ready agents typically don't have an active SFDC session.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2356
Two "DialSource Automated Calls" Created with Dispo While Ringing Back to Top
If the agent selected a Disposition on a call during ringing, two DialSource Automated Calls would be created. We've taken care of this issue and a second call will no longer be logged in that scenario.
Package Update: Yes
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2306, CS-732
Calls on Tasks Overwriting Notes Back to Top
If a call was placed on a Task, and then that same Task was dispositioned again using the No-call Disposition option, the second Disposition would overwrite the previous call. We've updated that unique scenario so that the second sequential call against the same Task will log separately.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2297, CS-725
Sort Records in Queue by Document ID Back to Top
Speaking of Queues, if you add multiple records to a queue, you might have noticed that sometimes the sort order would be somewhat "fluid." This is because when you initially add the items to your preferred Queue, it would add in the order you selected the records. However, that's not how they are sorted by Dynamics - they are sorted by Document ID. So to resolve the pesky things hopping around on you, we've now updated the queues to sort the records by Document ID. This will result in records not necessarily showing up in the order added, but they will stay in the order they appear rather than moving around as the list updates.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2405
Product Enhancements - DfD Back to Top
We also have some enhancements for Denali for Dynamics. Here are a few of the ones which will probably make the biggest impact.
Support for Special Characters in VM Drop-in Names Back to Top
Prior to this release, if there were special characters in the Name of the Voicemail Drop-in (e.g., "Test & Test"), call duration and VM data would not write to the Task. We've enhanced that Name field to accept special characters. You can now go crazy with the names ... but ... we don't recommend it.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2365
Calling on "Contact" will Remove Record from Queue Back to Top
If you are using our new iFrame model and you use Queues, you might have noticed that calling against the "Contact" option (as opposed to an open Activity or TSO) would result in the record not dropping off the queue. We've added support for this functionality - calling against the "Contact" option will now drop the record from the Queue once the call is dispositioned.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2359
Support for Non-Ascii Characters in Report Criteria Back to Top
We've added support for non-ascii characters (&@!) in the filters of your reports. Which is a good thing, because a surprising number of folks had interesting stuff in their filters, which caused Campaign Creation to not be super happy.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2300
No Call Dispos Updated Back to Top
Two updates were made to the "No Call" Disposition process in DfD - added two values to the dispo, and corrected a typo in the form.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2329, DEV-2402
Fixed Dispo-Hangup Leaving Call Open (not closing) Back to Top
When Dispo-Hangup was used, occasionally the Phone Call would still be left open, rather than closed as intended. This issue has been resolved.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-1901
Preview Auto Option Removed Back to Top
The Preview Auto checkbox has been removed on Campaigns for Denali for Dynamics since that feature does not exist in DfD at this time.
Package Update: No
DS Backend Setting: No
Paid Feature: No
Related Tickets: DEV-2405
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 thousands of Feature Requests To share your notes on 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, comment, but most importantly, don't forget to vote (even on your own posts)!!
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