This article provides an overview of what steps are required to connect a phone number to a queue and from there on to an agent. It provides links to articles which detail the various steps.
The typical model of a call's journey through LeadDesk looks like this:
The calls are handled by an inbound route, which typically directs the call to a flow. The flow might then connect the call to a single queue or might contain an IVR menu system which can direct the call to different queues based on the caller's selection. Finally the queue directs the call to an agent.
When setting up LeadDesk it is generally best to work backwards, starting from the queue.
Creating a queue
The article Creating an inbound call queue gives an overview of the steps involved in creating a queue. It is part of the Implementing Omni guide, but its instructions also apply if you are using inbound for outbound.
If you do not want to use queues it is possible to skip this step and link calls directly to an agent, either from the flow or from the inbound route. See Directing inbound calls to an agent without a queue.
Creating a flow
Flows do not need to be complex structures. At their most fundamental level they determine what happens to a call when it arrives, and that may simply be to give a greeting and pass the call to a queue as described in Creating a simple flow.
Flows can be much more powerful and versatile. In these articles, you can read more about Planning a flow and the individual Applet descriptions for call flows. To see some ideas of what flows can do for you, see Examples of flows
Creating an inbound route
Finally, you will need an inbound route. See Creating inbound routes for calls.