Missing a call. Missing multiple calls.
Missing a call
In the Omni interface, whenever you are offered a call, you have the option to either Reject or Answer it. If you miss the call and select neither option, LeadDesk will switch off inbound for you.
This is done so that if you are away from your desk but forgot to turn off inbound, new calls will not be offered to you until you are back.
You will see a message in the bottom left of the screen:
You will need to click Start inbound again to be offered further calls or messages.
This only applies to calls. Missing messages offered will not switch of your inbound.
Missing multiple calls
When an Admin sets up an inbound call queue, they can define a number of missed calls allowed.
If you miss more than this number of calls in a row (restarting inbound after each missed call), you will be blocked. The next time you try to start inbound, you will see a new message:
To reset your count of missed calls to zero, you must log out and log back in again.
Your count of missed calls will also reset when you accept a call.
Admins can also unblock an agent, but this does not reset the agent’s count of missed calls. If the agent misses the next call after being unblocked, they will become blocked again.