Call controls in Omni-Channel
- 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:
- Blind Transfer
- Add Caller
- End Call
For more information about using the Omni-Channel utility, see Help Customers on the Phone in the Salesforce documentation.