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  1. LeadDesk Support
  2. Support for Admins
  3. Inbound

Inbound

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  • Managing agents' project greetings
  • Playing an announcement when a call is picked up
  • Managing inbound calls for Outbound agents
  • Connecting a phone number to a call queue
  • Viewing and managing inbound routes
  • Creating inbound routes for calls
  • Creating inbound routes for email
  • Creating inbound routes for webchat
  • Creating an inbound route for Facebook Messenger
  • Creating an inbound call queue
  • Creating an inbound message queue for Omni (email, SMS, chat)
  • Using queue groups
  • Directing inbound calls to an agent without a queue
  • Using the Timing applet to set opening hours and public holidays
  • Defining a call queue's opening hours
  • Managing agent capacity
  • Creating agent capacity rules
  • Setting up a voicemail for an agent
  • Skills and Agent skills
  • Uploading announcements
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