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            Make and Answer a Call in Agentforce Contact Center

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            Make and Answer a Call in Agentforce Contact Center

            Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To make and answer calls:

            Agentforce Contact Center Rep (Salesforce Voice) permission set.

            Learn how to view permissions in this permission set.

            Make sure that you have a phone number with outbound voice capability and set the number as your default Caller Line Identifier (CLI).

            1. To dial out, first set your status to either Online for All or Voice Online.
              Set status to show the rep is available.
            2. There are a few ways to dial out to connect with users. From the Omni-Channel widget, use the keypad to dial a number manually and then click Call.Copy and paste a number into the dial pad, and click Call.
              Make a phone call from the utility.
            3. Click the phone number in a phone field of a contact, lead, activity, or account. Not all numbers are enabled for click-to-call. To check if a number is enabled for click-to-call, look for the phone icon at the beginning of the number.
              Check for the phone icon to call the number
            4. You can answer calls coming from a PSTN number or WhatsApp. From the Omni-Channel widget, go to Inbox and click the checkmark to answer the call. To know which channel the call is coming from, see the icon in the call message.
              Answer a call and know which channel it comes from.
            5. To put a caller on hold, click the Pause button. When you’re ready to resume the call, click the Play button.
              Pause and Play buttons to put a call on hold.
            6. Call recording begins when the call is connected to a rep or based on what you’ve configured in your org settings. To configure call recording, see Enable Recording and Transcription. To pause the recording, click the recording button. Recording is paused across all segments of the call, and remains paused till it is manually resumed. Recording remains paused even if the call is transferred or merged with another call. To resume recording, click the Resume button. When you pause or resume recording, transcription is also paused or resumed.
              Pause call recording from the softphone utility.
            7. To notify your supervisor of a call, click the flag button. Enter a message for the supervisor and click Raise.
              Raise a flag to alert the supervisor.
              Your supervisor is alerted in Command Center for Service, and your flag is added to the Raised Flags widget in their supervisor wallboard. If you no longer need help, you or the supervisor can lower the flag.
            8. To mute a call, click Mute. To unmute the call, click Muted.
              Mute and unmute a call.
             
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