How do we handle inbound calls?

Requirements for inbound calls

Whether you receive calls for a customer service call center, or just expect some contacts to call you back when you call them, Agents using the Outbound interface are also able to handle inbound calls.

To handle message channels, agents need to be using the Omni interface!

To set this up for your agents, you will need:

At least one phone number that can handle inbound calls.
An inbound route for each of these phone numbers.
A call queue.

You may also consider creating flows to better manage and preprocess incoming calls.

For information about setting up these elements for inbound calls see the "Getting started with Omni" section on inbound calls.