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.

Answering the call

• After you accept a call, it appears in your Active list, just as messages do. Calls are identified with the phone icon, and show the project associated with the call.
• Additionally, some of the call controls also appear in the call's card in the Active list.

Call controls

Many of the call controls appear in the call's card in the Active list. If the call is in progress, you will see buttons to (from left to right): Toggle call recording of the agent. Toggle call recording of the customer. Toggle to put the call on hold. Toggle to mute your microphone. Access the DTMF keypad. Start a conference call (if used) After you hang up a call, these call controls will be removed.

Other call controls appear in the banner above the call history: Hang up the call. Transfer call. End call and select outcome.

Finishing a call

What happens at the end of a call can vary depending on several different settings your Admin might have set. This screenshot shows the typical behaviour:

Whether the contact hangs up the call, or you click the button to hang up, you are blocked from receiving further calls until you select an outcome.

• You should click the End call button and select an outcome from the list.
• This gives the call an outcome, and sets you open to receive further calls.
• However, while this ends the call, it does not end the conversation. The conversation might continue through a different channel, or you may need to call the contact back.

• To end the conversation, click the Close button, and select an outcome again, this time for the conversation.

Alternative workflows

While this workflow provides the most comprehensive view of the way calls and conversations may interact, it is not suitable for all use cases. Your Admin may have set either of the following variations:

• One or more outcomes may be set to close both the call and the conversation at the same time. 
  If you select one of these outcomes at the end of a call, it will not only close the call, but the conversation as well. In this case the call will immediately drop from the Active list, and you will not be prompted to give an outcome for the conversation.
• If a project has no outcomes defined, or only one outcome, it can be set to assign that outcome automatically at the end of the call.
  In this case, when either party hangs up the call, you do not need to assign an outcome to the call, but the conversation will remain open, and the outcome must be selected for it before it will drop from your Active list.
• If both above are true, at the end of a call an outcome will be assigned to the call and the conversation automatically, and it will drop from your Active list as soon as either party hangs up.