The Salesforce SCV (Service Cloud Voice) Omni-Widget includes a built-in softphone that allows agents to handle calls directly within Salesforce. This article outlines the available in-call controls and describes the user experience and technical behavior when making, receiving, and managing calls through the Omni-Widget interface.

Making and receiving calls

Agents can initiate outbound calls in two ways:

  • By clicking a phone number using click-to-dial functionality
  • By opening the softphone widget and manually dialing a phone number

When an inbound call arrives, the softphone widget automatically opens, allowing the agent to answer the call.

Once a call is connected, the agent has access to the following controls directly from the softphone interface: Hold/Resume, Mute/Unmute, and End Call.

Softphone UI controls

Hold or resume a call

Agents can place a call on hold or resume it at any time using the Hold/Resume button in the softphone.

Steps:

  1. Start or receive a call.
  2. Click the Hold/Resume button.

Mute or unmute a call

Agents can mute or unmute themselves using the Mute/Unmute button.

Steps:

  1. Start or receive a call.
  2. Click the Mute/Unmute button.

Answer an incoming call

When an inbound call is received, the Omni-Widget will pop up and present the option to answer. Click the Accept Call button in the softphone interface.

Once accepted, the call connects automatically.

End a call

To end an ongoing call, agents can click the End Call button.

Once executed, the call will disconnect.

Start an outbound call manually

Agents can also place outbound calls manually by typing a number in the softphone dialer.

Steps:

  1. Open the Omni-Widget softphone.
  2. Type the desired phone number.
  3. Click the Call button to initiate the call.

The call will start ringing the customer once the action is completed.