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.