Salesforce Omni-Channel Call Controls
Call controls are found throughout Omni-Channel. You may not see all of these controls on every screen. To see some options, you must click the Omni-Channel (Online) tab at the bottom of the screen. The Omni-Channel window pops up.
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Mute/Unmute: Click the microphone icon to mute your side of the conversation. The microphone shows a line through it when you are muted. Click again to unmute yourself.
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Recording: Toggle Recording on to start recording the interaction. The toggle changes from gray to blue when you are recording. Toggle Recording off to stop recording the interaction.
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Add Caller: Click to open the list of contacts you can add to the call. Select the agent, queue, or transfer list and then click Call. If the agent is not in the list, you can use the Keypad to enter the phone number with which you want to connect. The first participant is placed on Hold while the new participant is connected to the interaction. The following functions become available.
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Merge: Click Merge to conference all the participants into one call.
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Swap: Click Swap to switch which participant is on hold.
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Leave the call: Remove yourself from the interaction. If you are the only agent on the call, the interaction will end.
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Blind Transfer: Click to open the list of contacts to whom you can transfer the call. Select the agent, queue, or transfer list and then click Call. If the agent is not in the list, you can use the Keypad to enter the phone number with which you want to connect. The call is transferred to the new agent.
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Keypad: Click to open the keypad. You can use the keypad to dial other agent numbers and to make outbound calls.
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Pause/Play: Click the Pause icon to place the caller on hold. Media, such as music or a recorded message, is played to the caller while they are on hold. The icon changes to a Play icon. Click the Play icon to take the participant off hold.
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Disconnect: Click the disconnect icon to remove the individual participant from the call.
Adding a Caller to an Interaction
The Add Caller option enables you to add one or more participants to a call and have individual controls for each participant. These controls let you:
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Speak with each participant individually as a consultation.
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Merge all participants together to form a conference.
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Transfer the caller to another participant as a warm transfer.
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Disconnect a participant from the call.
Adding Participants to an Interaction
To add a participant to a call:
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Click the Omni-Channel (Online) tab at the bottom of the screen. The Omni-Channel window pops up.
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Click Add Caller.
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Select a participant from the list. You can select an agent, queue, or transfer list contact. The list of agents displays only agents that are currently available to take a call. You can also use the Keypad to enter an external phone number in E.164 format - for example, +14165551111.
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Click Call. The contact is placed on hold while you speak privately to the new participant.
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Click Merge to conference all the participants into the same conversation.
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Click Swap to switch your call from one participant to the other.
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If you want to add other participants, repeat the steps above until all participants are added. The contact and previously added participants are placed on hold while you speak privately to each new participant.
Note: If you hang up or disconnect from the contact while you are adding participants the interaction ends for all participants.
Transferring a Call to Another Agent
If you’ve already accepted an interaction, but need to have another person handle the call, you can directly transfer the interaction to another agent, queue, transfer list, or telephone number without waiting to speak to the new participant or for the transfer to complete. This is often referred to as a blind transfer.
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While on the call, click Blind Transfer.
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Select who or where you want to transfer the call. Select a participant from the list. You can select an agent, queue, or transfer list contact. The list of agents displays only agents that are currently available to take a call. You can also use the Keypad to enter an external phone number in E.164 format - for example, +14165551111.
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Click Transfer. The customer is transferred and you are removed from the interaction.
Placing an Outbound Call
You can place outbound phone calls by either using the Keypad or by clicking a phone number in a contact's details. You must be in the Available state to make an outbound call. You can change to Outbound mode if you want to ensure that you don't receive incoming work offers while working with outbound calls.
To change to Outbound mode, click Settings on the Omni-Channel panel and select Outbound as the Telephone Mode. Click Save Changes.
Note: Remember to change back to Inbound mode after you are done working with outbound calls.
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On the Phone tab, click the Keypad icon.
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Enter a phone number in E.164 format. For example, +15065551111. Or click a contact's phone number
Note: You can enter the phone number using your keyboard or click the numbers in the keypad.
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Click Call or press Enter. You will see “Dialing” and then “Connected,” after the customer joins the call.
Wrap-up Phase
The wrap up phase gives agents a set amount of time after a customer conversation to wrap up their work before they start a new conversation. You can perform actions such as adding notes or assigning a disposition code.
If Wrap Up is enabled, the wrap up phase begins when you click End Call. The After Conversation Work panel shows with a Time Remaining count down.
During the remaining time, you can add Call Notes and a Disposition Code.
Selecting a Disposition Code
Dispositions enable you to categorize the outcome of a call or an interaction with a customer. You can select a disposition during the interaction or during the Wrap Up phase.
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To add a disposition code to an interaction, click Disposition. The disposition window displays.
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Click the Select a Disposition List field and then select the disposition you want to apply from the list that pops up.
Note: The disposition code options are configured by your administrator.
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Click OK to assign the disposition to the interaction.
