{"id":12966,"date":"2025-05-09T19:35:53","date_gmt":"2025-05-09T19:35:53","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=12966"},"modified":"2026-03-18T00:07:06","modified_gmt":"2026-03-18T00:07:06","slug":"navigating-and-using-onflo-phone-system-managing-incoming-calls","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/navigating-and-using-onflo-phone-system-managing-incoming-calls\/","title":{"rendered":"Navigating and Using Onflo Phone System: Managing Incoming Calls"},"content":{"rendered":"\t\t
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Onflo (formerly Let's Talk!) can make contacting a client easier through its user-friendly interface. This article will demonstrate how to manage inbound calls and identify features of the Let's Talk phone system including muting a client, putting a client on hold, transferring calls and additional features to provide a superior customer experience.<\/p>

Status<\/h2>

Status -<\/strong> Allows incoming calls to be received by agents. This feature is located at the bottom left hand corner of your side panel.<\/p>

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Status Options:<\/strong><\/h4>

Unavailable:<\/strong> Agent cannot take calls
Available:<\/strong> Agent can take calls<\/p>

When you log into Onflo you will be defaulted to the <\/span>Unavailable <\/span><\/i>status. You can change the status to <\/span>Available <\/span><\/i>to begin taking calls when you are ready by clicking on the status bar.<\/span><\/p>

Available Calls<\/h4>

When agents are handling calls they can view how many calls are waiting in their queue. This feature can help prioritize and manage their workload more effectively.<\/p>

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Receiving Incoming Calls<\/strong><\/h2>

When receiving an incoming call from a customer Onflo will display a pop-up with caller ID information along with any additional relevant data, before the agent picks up the call.<\/span><\/p>

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If the agent accepts the call, they are immediately connected to the caller and shown the call panel.<\/span><\/p>

Handling Callbacks<\/strong><\/h4>

If your queue has enabled callbacks, then some callers may opt to hold their place in the queue and request a callback instead of waiting. In this case, callers will receive a slightly different popup.<\/span><\/p>

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If the agent accepts a callback, they initiate making an outbound call to the customer. If the customer picks up, it proceeds from there as a normal call. If the customer doesn\u2019t, the agent may leave a voicemail.<\/span><\/p>

Using the Call Panel<\/strong><\/h2>

When handling a call you can either have your call window in full display, or in a compact view as a side panel to the right hand side of your screen. Once compacted, the call side panel can be moved around.<\/span><\/p>

Compact View<\/strong><\/h4>

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Full Window<\/strong><\/h4>

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Once compacted, the call side panel can be moved around. To move your panel press and hold your mouse on the grid at the top and move to an area of your screen that is most convenient for you.\u00a0<\/span><\/p>

To expand back to full view: <\/b>If you wish to expand the window back to full view you can click <\/span>on the double arrow icon to expand the window back to full view. In\u00a0<\/span>addition this panel can also be moved around your screen to ensure it is not obstructing your screen. To move the panel click on the panel and hold your cursor and drag the panel to the best position for you on your screen.<\/span><\/p>

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Documenting a Call<\/strong><\/h2>

Once you have accepted a call you will have the capability to create a ticket so you can document the call. Depending on settings set by your System Administrator, you may have the following options available to you:<\/span><\/p>