How do I call a contact?

Manual calls. Contact calls. Outbound calling.

There are several ways to call a contact in Omni.

Manual call

If manual calling has been enabled on your environment, you can call any number inside Omni, whether there is a contact associated with that number or not.

As long as you are not already in a call:

1. Click the Manual contact button.
2. In the Manual contact dialog, make sure Phone number is selected.
3. Type the phone number to call.
4. Click the Call button.

From the contact details

If you have the contact open already, either because you are handling a message from the contact, or you have opened the contact from the History page, you can place a call directly from the contact's page.

As long as you are not already in a call, you can call a contact whenever you have their details open.

1. Click to select the Call tab.
2. As long as your contact needs to have at least one valid phone number, click the Call button to start the call.

Multiple phone numbers

If your contact has multiple phone numbers, click the main phone number to see a list of alternate numbers. Click to select the phone number you want to call.

From the Callbacks page

If a callback has been recorded for a contact, they will appear in the Inbound page of Omni on the Callbacks tab.

In the Inbound page of Omni:

1. Click the Callbacks tab.
2. If necessary, search for the contact using the Callback deadline filter.
3. Click the phone icon to the right of the table for that contact to call them. 

Outbound calling

You can also make calls from the Outbound page of the Omni interface. This page lets you work through the contacts in a contact list, calling each contact in turn.

1. Click the Outbound page from the left-hand menu.

All calls placed in the Outbound page will be associated with a specific project, and draws contacts from that project's contact lists.

Selecting the project

To change the project you are dialing from:

1. Click the pen icon to the right of the current project name.
2. In the Outbound settings dialog, click the Select project drop-down list and click to select the appropriate project.
3. If prompted, click to select the appropriate option from the available Calling methods.
4. Click Apply.

Begin calling

To start calling: 

1. Click the Start preview calling button (or Start progressive calling, depending on your choice for Calling method).

The contact details for the first contact will open.

• If you are using progressive calling the first call will be placed immediately.
• If you are using preview calling, you will need to click the Call button to place the call.

End calling

When finished, close the last call as normal, then click the Stop preview calling button (or Stop progressive calling, as appropriate).