Incoming Call Scenario

In the following incoming call scenario, we will cover these tasks:

  1. Receiving and answering an incoming call

  2. Placing the call temporarily on hold

  3. Retrieving the held call

  4. Transferring the call to another agent via Two-Step Transfer

  5. Changing agent status to Not Ready and performing after call work

  6. Changing agent status back to Ready

Step 1: Receiving and Answering an Incoming Call

When you receive an incoming call, a Phone Call form pops open showing all available information about the call, such as Call Initiator, Phone Number, Direction (Incoming), and so on. The Call Status displays as Ringing in the lower-left of the Phone Call form.

  1. Click Answer to answer the incoming call.

    A message dialog box opens while the call is being answered.

    When the call is answered, the Call Status reads Connected.

  2. Greet the caller and begin the interaction.

    In the Genesys Contact Center window under Interactions, this active interaction displays.


Step 2: Placing the Call Temporarily on Hold

At any time during an interaction with a caller, you can choose to place the call on hold. You perform this action from within the Phone Call form.

  1. Click Hold/Retrieve to choose to place the current call on hold.

    A message dialog box opens while the call is being placed on hold.

    When hold is established, the Call Status reads On Hold.

  2. You can now perform other tasks, such as making an outgoing call, answering another incoming call, and so on.

Step 3: Retrieving the Held Call

  1. Click Hold/Retrieve again to retrieve the held call.

    Again, a message dialog box opens while the call is being retrieved.

    When the call is retrieved, the Call Status reverts to Connected.

  2. You can now continue your interaction with the caller.

Step 4: Transferring the Call to Another Agent via Two-Step Transfer

During your interaction with the caller you may decide to transfer the call to another agent. Use the Genesys Contact Center Transfer feature available on the Phone Call form.

Two-Step Transfer enables you to contact the other agent first while your caller is placed on hold temporarily, then transfer the call to the other agent or reconnect to the caller if the consult agent is not available or will not need to receive the call.

To initiate a Two-Step Transfer:

  1. Click Transfer on the Phone Call form.

    The Transfer dialog box opens.

  2. Select Enter phone number and enter the consult agent's phone number in the appropriate field, or

    Select the Use Lookup dialog option and click the magnifying glass icon if you wish to look up the number or identifier for the consult agent. See Looking Up Records.

  3. Beside Transfer Type, select Two-Step.

  4. Click OK to start the transfer request.

    Beside Transfer Status you will see progress indications, such as Call Routing in Progress, followed by Dialing.

  5. The Transfer dialog box shows the phone number or agent identifier of the consult agent when you are connected. The original caller is automatically placed on temporary hold and you can now tell the consult agent that you are going to transfer a call.

  6. Click Transfer to transfer your call to the consult agent.

    The caller is transferred to the consult agent and is released at your end.

Step 5: Changing Agent Status to Not Ready and Performing After Call Work

Now that you have completed your interaction with the caller (the call was released after you transferred it to another agent), you can enter notes, status, results, and other information to document this interaction and create an audit trail for future interactions with this caller. Genesys refers to these tasks as after call work.

While you are performing after call work, you normally do not want to be interrupted by additional calls, so you should change your availability status to Not Ready - After Call Work. Refer to Setting and Changing Agent Availability for general information on availability status.

  1. On the Availability Modes menu just above the Media Channels area, select Status: Ready > Not Ready > After Call Work. Note that this status/reason is available only if the system administrator has set the appropriate Genesys Configuration Manager option to display it.

    This changes your status to Not Ready - After Call Work. This new status is displayed both on the Availability Modes menu and in the Status column for all available media/DNs under Media Channels.

    Let's assume that you want to enter some notes about the call you just completed.

  2. Select the Notes tab on the Phone Call form.

  3. Click New Note to open the Notes dialog box.

  4. Enter a Title, note text, attach files if desired, and click Save when you've completed your notes.

  5. When you return to the Phone Call form, you may close it.

Step 6: Changing Agent Status Back to Ready

If you are ready to accept additional calls, you should change your status back to Ready.