4.3 Making an External Call
(Video instructions available: Making an External Call)
Select the help button in the bottom left corner of the window for help text specific to this view.
Genesys allows users to make external calls which is also known as dialing out.
To make an external call:
- Click the interactions button in the communications sidebar. If you are currently on queue, click the On Queue toggle button to go off queue.
- Click the telephone button in the Conversations pane.
Note Making an external call using the phone button in the Communications Sidebar on the left does the following - Sends your telephone number to the called party’s caller ID.
- If you are On Queue, you may receive calls from the queue.
- Unable to complete an automated telephonic signature.
- In the Make Call popup, select a queue. This causes the phone number associated with the queue to display in the external party’s caller ID. Additionally, this makes other Genesys call features available, such as scripts and Automatic Telephonic Signature (ATS).
- Enter the digits using your keyboard, and press the enter key.
- Click the green call button to make the call.
- If using an external phone line, answer your ringing external phone.
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This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025