Inbound calls
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      1. Onboarding Guide
      2. Getting Started with Omni
      3. Inbound calls

      How do I create an inbound route for calls?

      Directing calls to queues, flows or agents.

      The inbound route is the bridge between the call and the queue or flow that will handle it.

      Creating a route

      To create a new inbound route, in your Admin account:

      1. Go to the Inbound page.
      2. Go to the Inbound routes subpage.

      All your LeadDesk phone numbers will be listed on this page. You can create a route for one of those numbers by editing its destination:

      1. Click to select the route you want to change.
      2. Click the  icon to the right of the Create button, or click the Three_dots.png to the right of the route information and select Edit destination.

      Alternatively, you can create a new route and select the phone number within the Destination settings dialog:

      1. Click the Create button.
      2. In the Destination settings dialog, click the Type drop-down list and select Call.
      3. Click the Phone number drop-down list and select the appropriate number, if necessary. The list will offer all LeadDesk phone numbers that do not yet have a destination.

      Choosing the destination

      For the Destination type, you can select:

      • Agent
      • Flow
      • LeadML
      • Queue

      Your choice here will determine what other fields you need to complete.

      Agent

      To route calls to this number to a specific agent:

      1. Click the Destination type drop-down list and select Agent.
      2. Click the Select destination drop-down list and choose the specific agent you wish to route calls to.
      3. Click OK.

      Using an inbound route to directly route calls to an agent does not handle the situation where the agent is not available, or the call is arriving out of hours. It is recommended that you use a flow instead as that can capture these situations. 

      Flow

      Creating a flow lets you create a method for initially handling a call without needing an agent. Flows can then direct calls to a queue, or to a choice of several queues attached to a menu. To direct inbound calls to a flow:

      1. Click the Destination type drop-down list and select Flow.
      2. Click the Flow drop-down list and select the name of your flow.
      3. Click OK.

      LeadML

      LeadML is the language used to create flows. It is possible you might have created LeadML code outside the Flow tool and this option lets you link to that.

      1. Click the Destination type drop-down list and select LeadML.
      2. Type the LeadML name.
      3. Type (or more likely paste!) the URL of your LeadML code.
      4. Click OK.

      Queue

      You can choose to route calls to a number to one of your queues, but when you do, LeadDesk will autogenerate a Flow to handle the request.

      1. Click the Destination type drop-down list and select Queue.
      2. Click the Queue drop-down list and select the queue you wish to use.
      3. The project associated with the selected queue will automatically be added to the Project (auto) field.
      4. Click OK.

       

      When you choose the Destination type as Queue and click OK, LeadDesk will automatically create a flow for you which takes calls to this number and routes them to the queue. 

      This means that although you select the Destination type to be Queue, it will show in the table as LeadML.

      The name of the flow created for you will appear in the Destination name column of the table. If you want to edit this flow, you will find it in the Flows subpage.