To navigate these support documents, it will be helpful to understand which LeadDesk interface you are using.
The screenshots within this article are representative of the different LeadDesk interfaces, but your local installation will probably look a little different.
Application or browser?
We recommend that Admin users use LeadDesk through a browser. Specifically, we support Google Chrome.
Agents using LeadDesk might also use it in a browser, but might alternatively use the dedicated Windows application. The application version offers improved control of sound settings for agents.
If you are using an Admin account, you will have access to creating contact lists, agents, reports and a whole host of other actions. You cannot make or receive calls using an admin account, but you can listen in to calls made by your agents.
When you log in to an Admin account, you will see the Overview page, with a top menu to navigate around other parts of the interface.
If you use LeadDesk primarily to make calls, perhaps as part of a sales campaign, survey, or charity, you are an agent, probably using the Outbound interface.
There are two different looks for LeadDesk Outbound. The new version has buttons on the left including Outbound and History, with links across the top including Overview and Callbacks.
Alternatively, you may be using the Legacy Outbound interface. This older interface has most of the same functionality, but looks quite different:
If you use LeadDesk primarily to receive calls, emails or messages, perhaps in a customer service environment, you are an agent, and likely using the Omni interface for inbound calls.
Omni can still be used to make calls. Buttons on the left let you switch between Inbound and Outbound:
LeadDesk also offers an interface that lets you click on phone numbers on webpages to dial them. This is a much slimmed-down version of LeadDesk, but you may use it alongside your own CRM tool.