State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

4 Call Handling

4.1 Receiving a Call From a Queue (Video instructions available: Receiving a Call From a Queue)

 4.1.1 Go On Queue

        4.1.1.1 Notification of Call
        4.1.1.2 Ending a Call

  4.1.2 Agent Training Call Flow

      4.1.2.1 Receiving a Practice Call From the Queue (Video instructions available: Receiving a Practice Call From the Queue)

4.2 Making an Internal Call (Genesys User to Genesys User) (Video instructions available: Making an Internal Call)

4.2.1 Ending an Internal Call

4.3 Making an External Call (Video instructions available: Making an External Call) 

4.3.1 Ending a Call

4.4 Placing a Call on Hold

4.5 Transferring a Call (Video instructions available: Transferring a Call)

4.5.1 Transferring a Call to an XFERS Genesy Queue
4.5.2 Transferring a Call to a Genesys Agent

4.6 Conference (Video instructions available: Conference)

4.6.1 Start a Conference
4.6.2 Place a Conferenced Party On Hold or Remove Them From the Call

4.7 Consult (Video instructions available: Consult)

4.7.1 Place a Party On Hold or Remove Them From the Call
4.7.2 Transfer the Second Party to the Third Party
4.7.3 Bring All Parties Together in a Conference Call

4.8 Expanding the Interactions Pane

4.9 Automated Telephonic Signature (ATS)

This section describes how to receive a call, make a call, place a call on hold, and transfer a call. 

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Publication Number: P-03208