オムニチャネルにおける通話制御
- Ensure that the Omni-Channel widget is added to the contact center.
Agents can answer inbound calls and make outbound calls in the Omni-Channel. The Omni-Channel widget in Salesforce Service Cloud Voice unifies voice calls with other service channels, enabling agents to manage all interactions in one place. It optimizes call routing, presence management, and integrates with Service Cloud features, improving agent efficiency and customer experience.
The Phone tab in the Omni-Channel offers the following common functions to manage the calls:
- Phone Book
- 保留数
- ミュート
- 直接転送
- 再開
- 発信者の追加
- キーパッド
- 通話の終了
オムニチャネルの使い方については、Salesforce のドキュメントにあるHelp Customers on the Phone を参照してください。
Phone Book overview
The Phone Book option available in the Omni-Channel widget for the contact center Lightning app helps agents to save time and effort by making quick calls to other agents or queues. The phone book facilitates smooth internal communication and allows agents to collaborate more effectively. The agents must have one of the following permissions to view the Phone Book option:
- 外部連絡先 > 接触 > 見る
- Routing > Queue > Search
- 会話 >コミュニケーション >ターゲット
The phone book allows agents to make calls to other agents or queues using speed dial lists without needing a Direct Inward Dialing (DID) number and improves agent-to-agent communication.
The phone book displays a directory of agent and queue contacts. Agents can select and dial contacts directly.
