Handling Inbound Calls

To receive Inbound calls in Omni-channel softphone for Service Cloud Voice, you first need to configure a Contact Flow in Amazon Connect and assign a Phone number to the Contact flow.

1. Login to the Omni-channel widget and change the Agent state to Available.

2. When you set your presence status, Salesforce uses single sign-on (SSO) to connect you to your company’s Amazon Connect instance. It can take a few seconds to complete the SSO. After SSO is completed, you can make and receive calls on the Phone tab in the Omni-Channel utility.

3. When a customer calls, the IVR and navigates through different menus and finally selects to talk to an agent, the call is routed to the agent through queues.

4. The call is auto answered based on the configurations in Service Cloud Voice.

   

5. Every time an Inbound Call is made, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record is updated with new data about the call.

   

6. Once the Voice Call page is opened, the Salesforce record (Contact or lead, etc.) that matches the customer’s phone number or unique ID is opened as a sub-tab to the Voice call record.