5.1 Receiving a Call
(Video instructions available: Receiving a Call)
A received call appears as a notification at the bottom right-hand corner of the Genesys window. It is encouraged to answer the call on your phone rather than Genesys. You can only receive a call if your status is listed as “Ready.”
Notification of Call
A call notification appears at the bottom right-hand corner of the Genesys window to show an incoming call.
The call notification includes:
- Name or number of the caller
- Origin of the call
- Caller ID
- Connection ID
- Dialed number
- Language and skill you are currently in
Answering the Call
There is often a short pause between when the call is shown on the desktop and when your phone rings.
- Answer the call using the phone connected to your Genesys account. Once a call has been answered, the case information (call information) of the caller displays (listed above).
- Enter a disposition code at the end of the call if required by your agency. Check with your agency if the disposition code is required.
- Complete the call by hanging up the receiver or selecting End Call.
After ending a call, agents are placed into an after call work status for 20 seconds by default. If more time is needed to wrap up the call, you can select another appropriate "Not Ready" status. When ready for another call, change your status to "Ready."
This page last updated in Release Number: 23-02
Release Date: 7/20/2023
Effective Date: 7/20/2023