5.2 Making a Call
(Video instructions available: Making a Call)
Genesys allows agents to make outgoing calls which is also known as dialing out. Outgoing calls can be done when the agent is in the “Ready” or “Not Ready” status.
When making a call, your status shows as busy to other agents and your supervisor and other calls cannot be received.
To make a call:
- Select Team Communicator and enter the name or phone number. Dashes are not needed. Do not include the "1" before the area code.
- Select the Phone icon or press Enter after typing the phone number. After a short pause, your phone rings.
- Pick up the phone for the call to go out. The number that displays to the recipient is the agency's phone number.
- End the call by either hanging up the phone or selecting End Call.
Once the call is complete, your status changes back to the status before the outgoing call.
- Enter a disposition code at the end of a call if required by your agency. If a disposition code is required, select that code before the call is marked done.
This page last updated in Release Number: 22-03
Release Date: 06/25/2022
Effective Date: 06/25/2022