Call controls in Omni-Channel

AI-generated summary

Genesys Cloud Resource Center provides call control capabilities within the Omni-Channel widget for Salesforce Service Cloud Voice, enabling agents to manage inbound and outbound calls alongside other service channels in a unified interface. The Phone tab offers essential call management functions including Phone Book, Hold, Mute, Blind Transfer, Resume, Add Caller, Keypad, and End Call features. Agents can answer incoming calls either manually by clicking Accept or automatically if auto-answer is configured at the queue, campaign, or user level, with system notifications displaying caller details during call connection. The Phone Book feature allows agents with appropriate permissions to save time by making quick calls to other agents or queues using speed dial lists without requiring Direct Inward Dialing (DID) numbers, facilitating internal communication and collaboration. Contact types in the Omni-Channel Phone Book map to corresponding Genesys Cloud contact types, such as Contact mapping to External Contacts, though Genesys Cloud does not provide a direct mapping for the Directory contact type. Critical operational requirements include ensuring incoming calls appear in the Omni-Channel before being answered on desk phones to enable proper Salesforce call record creation, and initiating all call transfers from the Omni-Channel rather than desk phones to maintain accurate voice call records. Agents with appropriate permissions (External Contacts > Contact, Routing > Queue, or Conversation > Communication – Target) can access these features. The documentation includes a feedback mechanism allowing users to rate article helpfulness, specify feedback reasons, indicate their role, and provide contact information. Related articles are suggested, covering topics such as CX Cloud integration with Salesforce, queue management, omni-channel synchronization, call center setup, and call configuration features.

PrerequisitesClick to expand

Agents can answer inbound calls and make outbound calls in the Omni-Channel. The Omni-Channel widget in Salesforce Service Cloud Voice unifies voice calls with other service channels, enabling agents to manage all interactions in one place. It optimizes call routing, presence management, and integrates with Service Cloud features, improving agent efficiency and customer experience.

The Phone tab in the Omni-Channel offers the following common functions to manage the calls:

Phone Book
Hold
Mute
Blind Transfer
Resume
Add Caller
Keypad
End Call

The Omni-channel widget with the available call controls

For more information about using the Omni-Channel, see Help Customers on the Phone in the Salesforce documentation.

Notes:

Ensure that you follow these procedures when you use desk phone to handle the calls:

The incoming call must appear in the Omni-Channel before you answer it on the desk phone. This sequence is necessary because the call record must be created in Salesforce before the call can be marked as connected.
Always initiate the call transfer from the Omni-Channel and not from the desk phone. This action ensures that the voice call record is created in Salesforce.

Answer an incoming call

When an incoming call routes to you in the Omni-Channel, you can accept it manually or the system can connect it automatically if auto answer is configured.

Manual answer

When an incoming call alerts in the Omni-Channel, click Accept to connect the call.

Auto answer

If your administrator has configured auto answer for your queue, outbound campaign, or user level:

The call connects automatically without requiring you to click Accept in the Omni-Channel.
A notification appears immediately at the top of your console that displays the caller details:
You can begin speaking with the customer right away while the Salesforce Voice Call record and screen pop finish loading.
To dismiss the alert banner, click Close on the notification.

Phone Book overview

The Phone Book option available in the Omni-Channel widget for the contact center Lightning app helps agents to save time and effort by making quick calls to other agents or queues. The phone book facilitates smooth internal communication and allows agents to collaborate more effectively. The agents must have one of the following permissions to view the Phone Book option:

External Contacts > Contact – View
Routing > Queue – Search
Conversation > Communication – Target

The phone book allows agents to make calls to other agents or queues using speed dial lists without needing a Direct Inward Dialing (DID) number and improves agent-to-agent communication.

The phone book displays a directory of agent and queue contacts. Agents can select and dial contacts directly.

Note: The contact types in the Omni-Channel Phone Book are mapped to corresponding contact types in Genesys Cloud where applicable. For example, the Contact type is mapped to External Contacts in Genesys Cloud. The Directory contact type, however, does not have a direct mapping to any contact type in Genesys Cloud.

The phone book list in the Omni-Channel in Salesforce Service Cloud Voice console

[NEXT] Was this article helpful?

Get user feedback about articles.