Receive and make calls

This section describes how to receive inbound calls and make outbound calls.

Receive an inbound call

The first step of receiving a call is answering it. Answering a call varies slightly depending on whether auto-answer is enabled. For more information, see Auto-answer .

To receive an inbound call:

1. Answer the call:

   • If auto-answer is disabled, a notification banner appears on your screen notifying you of an inbound call. Click the banner to answer the call.

   • If auto-answer is enabled, an Incoming call screen appears in the call adapter and the target pick-up time a

2. After you answer the call, the following sequence begins in the call adapter:

   1. A new screen appears that displays caller information, queue information, and the support phone number that the caller used.

   2. A final countdown timer appears for the start of the call. If the caller has multiple accounts, you have the option to choose which account to attach to the call.

   3. The call starts.

Make an outbound call

To make an outbound call:

1. In the call adapter, click Start call.

   • If you have a Salesforce or Zendesk customer relationship management (CRM) app, click the phone number that you want to dial, paste a phone number into the call adapter, or dial the number.

   • If you have a CRM app other than Salesforce or Zendesk, paste or dial the phone number.

   • If you don't have a CRM app, dial the phone number.

2. Click Next. The call information displays.

3. Optional: If you have a CRM app and there is no account ID for the phone number that you are calling, click the open_in_new open icon next to Account IDto open your CRM app and create an account.

4. Optional: Click the arrow_forward_ios arrow next to Languageto switch to a different language, if available.

5. Optional: Click the arrow_forward_ios arrow next to Outbound numberto switch to a different outbound number, if available.

6. Click Call. The Callingscreen appears.

7. Wait for the end-user to answer the call.