Inbound calls in the Outbound interface

The Outbound agent interface is also able to receive inbound calls, if your Admin has set it up for the project you are working on. Admins looking for information about the options for inbound calls, should refer to Inbound settings for outbound projects.

Switching on inbound

In your Outbound interface:

1. Go to the Outbound page.
2. Click the Inbound tab. 

3. Click the Start inbound toggle switch. 

As noted, you are now available for inbound calls from any projects. The project shown at the top of the screen is still your selected project, and the settings for that project will be used.

Unless your Admin has enabled call blending (see below), while Inbound is switched on, you will not be able to leave the Inbound tab. To switch inbound off again:

1. Click the Start inbound toggle switch tot he off position.

Selecting queues

By default, you will receive calls from all queues you are associated with, but your Admin may have given you permission to select the queues you serve 

To select the queues to serve: Click the pen icon to the right of Active queues. Click to tick or untick queues to select the queues to serve. If you click to untick a queue group, all queues in that group will be deselected. Alternatively, click the Select all or Clear all links to change the setting for all queues. Click the Save button.

Automatic answering

You can enable settings that will automatically answer calls offered to you. Your Admin may have switched these on for the project, in which case you will not be able to switch them off. to manual switch either option on:

1. Click to tick Answer direct inbound calls automatically.
2. Click to tick Answer queue calls automatically.

Inbound and robot calls

Although the call robots are making outbound calls, they are treated as inbound calls for the agent. To receive calls from the robot, you must have Inbound switched on.

Inbound and call blending

Your Admin may have enabled "call blending" for your project. This lets you leave the Inbound tab while Inbound is switched on, useful if inbound calls are infrequent and you still need to do regular progressive outbound calls.

If call blending is enabled:

• Click the Start inbound toggle switch as normal to switch between inbound on or off.
• You will see on screen information letting you know if inbound calls are ON or OFF whichever tab you are on.
• When you finish a call, the system checks for inbound calls waiting in the queue before proceeding to the next outbound call.

• Inbound calls remain on, whichever tab of the Outbound page you are on.
• If you go to another page in the interface, for example the Orders page, inbound will be switched off automatically.

Receiving an inbound call

If you have automatic answer set, the call will immediately open in the call dialog when it is offered to you.

Otherwise, you will see the Incoming Call dialog: 

1. Click the ANSWER CALL button to accept the call.

The call will open, and can be managed as with any other calling, including assigning an outcome at the end. For more information on the contact card in the call dialog see Call dialog, the Contact card and call comments.