Support for Agents
Information for Outbound, Omni and Talk.
Getting started
- Which LeadDesk am I using?
- Resetting your password
- Logging in with multi-factor authentication (MFA)
- Recording calls in stereo or mono
- Switch interface with profiles
- Understanding LeadDesk browser notifications
Outbound for call centers
- Inbound calls in the Outbound interface
- Manage audio settings for Outbound agents
- Using the new Products and Orders
- Associating phone numbers with the LeadDesk Windows application
- Synchronising calendar with Google or Outlook
- Overview of the Outbound interface
Omni for customer service
- Introduction to the Omni interface
- Choosing which queues to serve
- Contact history: Using the linear view
- Contact history: Using the conversation view
- Which agent gets the next call or message?
- Receiving calls and messages
Talk
- Keeping microphone active between calls
- Making a call with Talk
- Talk: Handling inbound and robot calls
- LeadDesk click to dial options
- Call controls: Call recording, mute and hold
- Talk call outcomes and SMS
Basic troubleshooting
- Troubleshooting internet connection issues
- No audio, poor quality audio and audio settings
- LeadDesk log in page doesn't load or isn't available
- Disk quota low
- Calls stop working for Bluetooth headsets in Windows 11
- Troubleshooting audio problems in Windows 11
Error messages explained
- Date picker shows NaN value instead of date
- Chat menu disappeared / not visible
- LD Agents - White screen
- When calling an inbound number: the number is invalid
- LD Agents - Cannot find MAC address
- LD Agents - Cannot connect to the VoIP server