Calls in Omni
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      3. Calls in Omni

      Changes to the interface for handling calls in Omni

      Call interface changes. Recording call outcomes.

      This article refers to functionality on limited release. It is expected to be widely available in 2025.

      We are changing the way calls look and behave in Omni. This article describes what those changes are and where to find the options you need in the updated interface. The changes include:

      • And overhaul of the way calls look in Omni.
      • A change to the way call outcomes are handled.

      Call interface changes

      Before

      Before the change, when an agent is dealing with a call in Omni, the call dialog appears on top of the rest of the interface, hiding it. The agent has the option to minimise the call if they need to see other information. The call controls appear in the banner at the top of the dialog:

      After

      This change removes the separate call dialog, instead agents interact with calls in a manner similar to messages.

      • The incoming call pop up appears as normal in the bottom left of the agent's screen
      • After you accept a call, it appears in your Active list, just as messages do. Calls are identified with the phone icon , and show the project or queue associated with the call.
      • Additionally, some of the call controls (see below) also appear in the call's card in the Active list.

      Call controls

      Many of the call controls have been moved to the card in the Active list. If the call is in progress, you will see buttons to (from left to right):

      • Toggle call recording of the agent.
      • Toggle call recording of the customer.
      • Toggle to put the call on hold.
      • Toggle to mute your microphone.
      • Access the DTMF keypad.
      • Start a conference call.
      After you hang up a call, these call controls will be removed. 

      Other call controls still appear in the banner above the call history:

      • Hang up the call.
      • Transfer call.
      End call and select outcome. 

      Recording outcomes

      Perhaps even more important than moving the call controls, this update sees a change to the way outcomes are recorded. In the past, recording an outcome for a call would also end the conversation with the contact.

      With this update, ending the call and assigning an outcome leaves the conversation open and on your active list. This means that further calls and messages may be added to the same conversation.

      When you are ready to record an outcome for the call:

      1. Click the End call button and select the outcome.

      When you are ready to record an outcome for the whole conversation:

      1. Click the Close button and select the outcome.

      Only then will the call be removed from your Active list.

      Changes in action

      See the new interface in this video recorded on a LeadDesk test environment: