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

This procedure is for making outbound calls without flexible outbound dialing. For information about making outbound calls with flexible outbound dialing, see Make an outbound call using flexible outbound dialing. For more information, see Flexible outbound dialing (for Salesforce) or Flexible outbound dialing (for Zendesk).

Important: To update your user interface to match this procedure, contact Google Cloud support to update your instance for outbound calling improvements. Otherwise, see Make an outbound call without outbound calling improvements.

To make an outbound call, follow these steps:

1. In the call adapter, click Start call. The Outbound call screen appears.

2. To change the country code, do the following:

   1. Click (the flag that appears in this selector represents that last country code that you selected). The Country code screen appears.

   2. OPTIONAL: To mark a country code as a favorite, click Favorite next to the country code. Favorite country codes are grouped at the top of the list. To remove a country code from your favorites, click the star icon again.

   3. Click the country code that you want for your outbound call. You can use the search field to narrow your search. The flag for the country code appears in the Outbound call screen.

3. Enter the phone number:

   • You can dial the number or paste it into the Enter phone number field.

   • If you have a CRM, you can select the number from your CRM.

   • The system automatically includes the selected country code when it places your outbound call. You don't need to enter it with the phone number. If you enter a country code and it doesn't match the country code selector, the country code selector updates to match the code.

4. To change the outbound number, click Outbound number, and then click the outbound number that you want.

5. To change the language, click Language, and then click the language that you want.

6. To change the queue, click Queue, and then click the queue that you want.

7. Click Call. The Calling screen appears.

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

Make an outbound call using flexible outbound dialing

This procedure is for making outbound calls with flexible outbound dialing. For information about making outbound calls without flexible outbound dialing, see Make an outbound call. For more information, see Flexible outbound dialing (for Salesforce) or Flexible outbound dialing (for Zendesk).

Important: To update your user interface to match this procedure, contact Google Cloud support to update your instance for outbound calling improvements. Otherwise, see Make an outbound call without outbound calling improvements.

To make an outbound call using flexible outbound dialing, follow these steps:

1. In the call adapter, click Start call. The Outbound call screen appears.

2. To change the country code, do the following:

   1. Click (the flag that appears in this selector represents that last country code that you selected). The Country code screen appears.

   2. OPTIONAL: To mark a country code as a favorite, click Favorite next to the country code. Favorite country codes are grouped at the top of the list. To remove a country code from your favorites, click the star icon again.

   3. Click the country code that you want for your outbound call. You can use the search field to narrow your search. The flag for the country code appears in the Outbound call screen.

3. Enter the phone number:

   • You can dial the number or paste it into the Enter phone number field.

   • If you have a CRM, you can select the number from your CRM.

   • The system automatically includes the selected country code when it places your outbound call. You don't need to enter it with the phone number. If you enter a country code and it doesn't match the country code selector, the country code selector updates to match the code.

4. To change the outbound number, click Outbound number, and then click the outbound number that you want.

5. Click Next. The Outbound call details screen appears.

6. OPTIONAL: If no account ID exists for the phone number you are calling, do the following:

   1. In the Account ID section, click open_in_new . Your CRM app opens.

   2. Select an account or create a new one.

   If an account ID exists, you can click Copy to copy the account ID.

7. OPTIONAL: If no record ID exists for the phone number you are calling, do the following:

   1. In the Record ID section, click open_in_new . Your CRM app opens.

   2. Select a record or create a new one.

   If a record ID exists, you can click Copy to copy the record ID.

8. To call a number that's not saved in the account, click the Call a separate number toggle to the on position.

9. To change the language, click Language, and then click the outbound language that you want.

10. Click Call. The Calling screen appears.

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

Make an outbound call without outbound calling improvements

Google recommends updating your instance for outbound calling improvements. These improvements include a country code selector and an improved workflow for changing the outbound number and language. Contact Google Cloud support to update your instance for outbound calling improvements. Otherwise, use the following procedure.

To make an outbound call without outbound calling improvements, follow these steps:

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 ID to open your CRM app and create an account.

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

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

6. Click Call. The Calling screen appears.

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