Salesforce Omni-Channel for Partner Telephony
Permissions to Use Omni-Channel
All agents must be assigned the CxEngage Agent (Partner Telephony) and Recording Permissions permission set to use Omni-Channel.
Logging Into Omni-Channel UI
When you are ready to receive calls, log into your phone system from the Phone tab on the Omni-Channel panel.
1. Enter your Username and Password.
2. Click the Log In button.
3. Click the Tenant arrow and select the tenant you want to work with from the list.
Note: Your status automatically changes from Offline to Away.
4. To begin taking calls, click the Status arrow and select Available.
See Presence Status for more information on statuses.
Logging Out of Omni-Channel
When you are ready to log out of Omni-Channel, click the Status arrow and select Phone System - Log Out.
Presence Status
The presence status of an agent indicates if that agent is online and available to receive calls.
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Available - Agent is ready to accept interactions in Omni-Channel.
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Busy - Agent is unable to accept interactions in Omni-Channel.
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Away - Agent is unable to accept interactions in Omni-Channel.
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Offline - Agent is not available to take calls in Omni-Channel.
Changing Telephone Modes
When you are logged in to Omni-Channel, you can specify your work mode. The work mode defines the direction for interactions that you will handle.
To change your Telephone Mode, click Settings and scroll down to Telephone Mode. Check the box for the appropriate mode.
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Inbound - You will only receive inbound interactions. This can include transfers and queue callback requests. This is the default work mode when first logging in to Omni-Channel.
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Outbound - You will only be offered outbound interactions that you did not initiate. For example, interactions created by a customer requested call.
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Agent Inititated - You will not be offered any inbound or outbound interactions. This only includes interactions with a direction of Agent Initiated. For example, interactions that you create by using the keypad.
Click Save Changes.
Note: Work modes can be changed by users with the default Agent, Supervisor, or Administrator roles or a custom role that includes either the MANAGE_MY_DIRECTION or MANAGE_ALL_USERS_DIRECTION permission.
Accepting an Inbound Voice Call
The Omni-Channel panel displays three tabs: New, My Work, and Phone.
When an inbound call is offered to you, it displays on the New tab.
Note: The number beside the New tab increases and decreases as you accept or reject calls that are offered to you.
The New tab lists the available calls by phone number of the caller with the date and time of the interaction and how long the call has been in the queue.
Note: If the number is in the contact list, the caller’s name or company shows.
Click the checkmark beside the phone number or name to accept the call. The number beside the My Work tab increments by 1.
Note: If the call is not answered within the amount of time defined in CxEngage, the work is offered to the next available agent.
After you accept a call, it shows on the Phone tab. Information such as how long the call has been Connected and the direction of the call (Inbound/Outbound) displays. Controls that allow you to Pause and Disconnect the call as well as Mute, Record, Add Caller, Blind Transfer, dial a number on the Keypad, and End Call display on the screen.
You are able to add Actions & Recommendations and Call Notes for the interaction.
Click the End Call button to end the interaction.
If Wrap Up is enabled, the After Conversation Work panel shows with a Time Remaining count down. Add any Call Notes and Disposition codes to the interaction.
Click the All Done button to finalize the interaction.
