Handling a call

When a call arrives and is offered to you, there will be a call notification in the bottom left of the Omni interface.

• Click Answer to pick up the call. The call dialog will open, showing the contact's history and contact details. 
• Click Reject to decline the call. It will be offered to the next available agent instead.
• If you do not click either button, after a short period, the call will automatically be rejected for you. In this case, LeadDesk assumes you are not at your desk and will automatically switch off Inbound, so no further calls or messages will be offered until you start inbound again.

Call dialog

Call controls

From left to right:

• Hang up. Click this to end the call, but keep the call dialog open. Useful if there is wrap-up work that needs doing. You will still need to assign an outcome.
• Recording. Click to switch call recording on or off. If the dot is red, the call is being recorded.
• Customer. Click to switch recording of the customer's side of the conversation on or off. If the dot is red, the customer is being recorded. In the above screen shot, note that the call is being recorded, but the customer is not.
• Hold. Click to put the call on hold, and again to take it off hold.
• Mute. Click to mute your microphone. Click again to unmute.
• Keypad. Click to bring up a keypad if you need to type digits in the call.
• Phonebook. Click to consult or transfer the call to a colleague. Also includes conference call if available on your environment.
• Close. Click to choose an outcome for the call.

Clicking the line in the banner above the Close button will minimise the call dialog, allowing you access to other areas of the Omni interface. Doing so does not end the call.

Other areas of the interface

• You can send messages to the contact while in a call with them. Click the Email or SMS tab to send messages.
• If you need to arrange a callback for this customer, click the Add Callback tab.
• To add a note about this call to the customer's history, click the Note tab.
• You can review the contact's History. It can be useful to see previous conversations the customer may have had with the team.
• The Contact details appear to the right of the interface. Click Edit if you need to update the information.

Finishing a call

At the end of a call you record a call outcome.

1. Click the Close button in the call controls.
2. Select the appropriate outcome from the list.

The call dialog will close and you will be available for further calls and messages again.