How do I deal with a call in Omni?

When a call arrives and is offered to you, there will be a call notification in the bottom left of the Omni interface.

Click Answer to pick up the call. The call dialog will open, showing the contact's history and contact details.
Click Reject to decline the call. It will be offered to the next available agent instead.
If you do not click either button, after a short period, the call will automatically be rejected for you. In this case, LeadDesk assumes you are not at your desk and will automatically switch off Inbound, so no further calls or messages will be offered until you start inbound again.

Handling a call

When you accept the call, it will be added to your Active list.

Call controls

Most of the call controls appear in the card for the call in the Active list.

	Recording. Click to switch call recording on or off. If the button is dark, the call is being recorded.
	Customer. Click to switch recording of the customer's side of the conversation on or off. If the button is dark, the call is being recorded. In the above screen shot, neither side is being recorded.
	Hold. Click to put the call on hold, and again to take it off hold.
	Mute. Click to mute your microphone. Click again to unmute.
	Keypad. Click to bring up a keypad if you need to type digits in the call.
	Conference call. If enabled for your environment, clicking this will switch the call to a conference call, allowing you to invite other participants.

Three other important call controls appear in the call banner:

Hang up. Click this to end the call, but keep the call dialog open. Useful if there is wrap-up work that needs doing. You will still need to assign an outcome.
Transfer call. Click to consult or transfer the call to a colleague.
End call. Click to choose an outcome for the call.

Other areas of the interface

Directly under the call banner, you will see two or more tabs:

History. Click this tab to see the history of all interactions with the contact. This might appear as a table of conversations, or a linear list of interactions, depending on preferences set by your Admin.
Conversation. This shows the history of the current conversation. This may only be the current call, but the conversation could include other calls and messages too.

Additionally, you may see other tabs:

Other conversations tabs, if you open them from the history. Note that these additional tabs don't become active.
Tabs added to the project by your Admin. These tabs let you access other sites within the Omni interface. In this screenshot, the LeadDesk tab would let the agent visit the LeadDesk homepage without leaving Omni.

Below these tabs are options to add new events to the conversation:

You can send messages to the contact while in a call with them. Click the Email or SMS tab to send messages.
If you need to arrange a callback for this customer, click the Add Callback tab.
To add a note about this call to the customer's history, click the Note tab.

Finishing a call

The call ends when either:

The contact hangs up the call at their end.
You click the hang up button in the call banner.
You click the End call button in the call banner and select an outcome (see below).

Until you have selected an outcome, the call is considered “unfinished”. You will see a notification to that effect at the top of your Active list, and you will not receive any calls or messages until the call has been assigned an outcome.

Selecting outcomes

In LeadDesk, each call, inbound or outbound, usually requires an outcome to be selected. In addition, every conversation usually requires an outcome to complete it and remove it from your Active list. The exception to this rule is if the conversation is associated with a project with one or no outcomes set. In this instance, your Admin may have selected that you do not need to record an outcome for the call or conversation.

At the end of a call you record a call outcome.

Click the End call button in the call banner.
Select the appropriate outcome for the call.

Once the outcome for the call is provided, you will be able to receive further calls and messages, and the notification will be removed from the top of your Active list. The conversation will remain on your Active list until the conversation is also given an outcome.

Click the Close button in the call banner.
Click to select the appropriate outcome for the conversation.