Call controls in Omni-Channel

Genesys Cloud CX for Salesforce BYOT: Feature coming soon

Prerequisites
  • Omni-Channel utility is added to the Contact Center Lightning app.

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

  • Hold
  • Mute
  • Blind Transfer
  • Resume
  • Add Caller
  • Keypad
  • Raise
  • 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 utility, see Help Customers on the Phone in the Salesforce documentation.