Call Control

note

In SCV, if the agent is in a call, the presence does not change in Omni, but the capacity is on 100%. This means that no other Omni tasks are routed to the agent.

Incoming Call

To be able to receive a routed incoming call, the agent state must be Available.

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Direct calls to an agent are possible when agents are in both Available or Busy states.

Outgoing Call

b+s Connects for Service Cloud Voice provides several ways to initiate an outgoing call.

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The b+s Connects for Service Cloud Voice solution automatically removes all characters except numbers, hashtags (#), asterisks (*), commas (,) and leading plus signs (+). It also removes the first occurrence of (0).

tip

The CRM Administrator can configure additional dialing rules that can alter the dialed number further. For more information, please contact your CRM Administrator.

Enter a phone number to make a new outgoing call

1. Enter the phone number of the person / company to be called (including any dial prefix necessary)
2. Press the Call button

Initiate an outgoing call from Salesforce (Click-to-dial)

Clicking on a phone number field within Salesforce will initiate a new outgoing call or a consultation call if there is already an active call.

Consultation Call

The following table shows how to initiate a consultation call. Consultation calls are used to consult with a coworker or supervisor while keeping the customer call on hold.

Controls	Description
	Press the Add Caller button
	Either select one of your contacts and click the Call button ...
	... or open the Keypad and enter a phone number to call
	Press the X button to end the consultation call. If the consultation call is still ringing, either the Leave Call or X button ends the call.

info

The Leave Call button only ends the consultation call if the consultation call is not already connected. If the call is already connected, the Leave Call button works as a warm transfer.

Blind Transfer

Blind Transfers are used to directly transfer a customer to a coworker or supervisor. When calls are transferred directly, customers will hear the call ring prior to the coworker / supervisor accepting the call.

Controls	Description
	Press the Blind Transfer button
	Either select one of your contacts and click the Call button ...
	... or open the Keypad and enter a phone number to call

Phone Contact Search

When adding a caller to an established call with Add Caller or blind transferring with Blind Transfer, a list showing all agents in your team and the state those agents are in will be visible. This list can be searched by Name, State or Phone Number.

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For more information about Phone Contact Search and Consultation Calls please consult the official Salesforce Documentation

Warm Transfer

In order to transfer a customer to the consulted coworker / supervisor, it is necessary to first place a consultation call. When transferring to a consulted coworker / supervisor, customers will not have to wait for the call to be accepted by the consulted party. Warm transfer can only be performed when consultation call is activated.

Controls	Description
	Press the Leave Call button

Conference

In order to start a conference with the customer and the consulted coworker / supervisor, it is necessary to first place a consultation call.

Controls	Description
	Press the Merge button

Leave Conference Call

Either the End Call or the X button can be used to leave the conference call.

Wrap-Up

The state Wrap-Up provides extra time to finish work after a call has ended. If Wrap-Up is not configured for your agent in Cisco, the Voice Call record is closed directly after the call has ended.

To end Wrap-Up, the Voice Call record may be closed or the Omni-Channel state may be changed.

Key Pad

By clicking on the Key pad button, a number pad is shown on the agent's Omni-Widget. It is only available during active incoming or outgoing calls and is meant to send DTMF tones.

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Note that the key pad cannot be used to initiate new calls and it is not possible to delete numbers that have already been sent.

Phone Contact Search for Outgoing Calls

The agent can select another agent from the same team to initiate outgoing calls. Calling a Queue or Entry Point is not possible.

Controls	Description
	Press the Phone Book icon
	Then select one of your agent contacts and click the Call button ...