Salesforce Voice: Making and receiving calls through the Omni-Channel Phone

Once the Salesforce Voice (SFV) connector is successfully set up (check our article Installing Salesforce Voice Integration for more information), you can use the Omni-Channel Phone to make and receive calls directly within Salesforce. This guide explains how to log in, place outbound calls, receive inbound calls, and manage your call status.

Logging in to the Omni-Channel Phone

After SCV setup is complete, you will use the Omni-Channel utility in Salesforce to access the phone.

Note: The login screen may change in future updates.

Steps

1. In Salesforce, open the Omni-Channel utility.

2. The first time you access it, a login screen will appear.

   • Enter your Aircall Phone app credentials to log in.

3. After logging in, a new status will appear in your Omni-Channel status list:
   Logout of the phone system.

4. To log out of the phone system, select the Logout of the phone system status. You will then be returned to the login screen.

Important: You must be logged in before you can make or receive calls. Your Omni-Channel status must also be set to Online.

Once you are logged in and your status is Online, your SCV setup is ready to handle calls.

Making outbound calls

Steps

1. Open the Omni-Channel utility in Salesforce.

2. Use the dial pad interface to enter the phone number you want to call.

3. Click to initiate the call.

4. Once the call is in progress, the in-call screen will appear.

5. To end the call, click the End call button.

Receiving inbound calls

When an inbound call arrives, the Omni-Channel utility displays an incoming call screen so you can quickly answer.

Steps

1. When an incoming call is received, look for the incoming call screen in the Omni-Channel utility.

2. Click the tick mark to accept the call.

3. After you accept, the in-call screen will appear.

4. To end the call, click the End call button.