This article is part of the Implementing Omni series. The previous article is Setting SMS sender details.
The building blocks for setting up inbound call handling are very similar to setting up email handling. As before, you will need an inbound route, a queue, a project, potentially a flow and agents. While you can go directly from an inbound route to a queue, if is usually better to manage calls with a flow first.
If you have multiple numbers which customers call, you could replicate this structure for each number, keeping routes and queues separate.
Alternatively, if you want to have a single number which customers call, and a menu system the customer uses to determine the team who will handle that call, you can use a flow.
As before, when we build our structure in LeadDesk, we work backwards, starting with the queue.