• Omni-Channel widget is added to the contact center.

Agents can answer inbound calls and make outbound calls in the Omni-Channel. The Phone tab in the Omni-Channel offers the following common functions to manage the calls:

  • Hold
  • Mute
  • Blind Transfer
  • Resume
  • Add Caller
  • Keypad
  • End Call

This image is a screenshot of the Omni-channel widget with the available call controls.

For more information about using the Omni-Channel, see Help Customers on the Phone in the Salesforce documentation.