Accept Inbound Calls in Omni-Channel

Now that you’ve added support for inbound calls, open the Voice Call Simulator and click New Inbound Call.

For details, see Test Your Implementation with the Voice Call Simulator.

The call appears in the Omni-Channel utility.

Omni-Channel utility window.

To accept the call, click the checkmark. You can mute, unmute, transfer, and end the call. Salesforce opens the VoiceCall record that is created.

Omni-Channel utility and opened voice call record.

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Add Support for Voice Resiliency
Connect Telephony System to Salesforce
Set Up Authentication
Customize Your Implementation
Start Calls
Accept Inbound Calls in Omni-Channel
Integrate Incoming Voice Call Creation
Record Linking
Queued Callbacks
Let Reps Control the Callback Experience
Outbound Dialers
Enable the Phone Book for Outbound Calls
Set the Voice Call Record Type
Send Voicemails to Reps
Hide Call Controls
Manage Multiparty Calls and Consult Calls
Map Telephony Error Codes to Salesforce Outbound Call Errors
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
Previous Versions