Managing Interactions

The My Interactions option on the Contact Center Taskbar application menu invokes a drop-down list of all currently active interactions. You can see the contact name, phone number, and status from the drop-down list.

Manage your interactions as follows:

  1. Right-click the Genesys Contact Center Taskbar application icon.

  2. Select My Interactions from the Taskbar application menu to display a drop-down list of active interactions.

  3. Select the interaction you wish to work with from the list.

    The Phone Call form for the selected interaction opens. The actions available to you depend on the Call Status of the selected interaction. Some common examples follow below.

  4. If the Call Status is Connected, you may interact with the caller, click Hold/Retrieve to place the call on hold, click Transfer or Conference, or click Hang Up to release the call.

    If the Call Status is Ringing, you should click Answer to answer the call.

    If the Call Status is On Hold, you can click Hold/Retrieve to retrieve the call.

    If the Call Status is Open, the call has been released. You can click Dial to initiate a new call.


Related Tasks:
Accessing the Contact Center Taskbar Application

Introduction to the Contact Center Taskbar Application Menu

Signing in from the Taskbar Application

Configuring Contact Center Taskbar Application Settings

Setting and Changing Agent Availability

Answering an Incoming Call

Making an Outgoing Call

Accessing the Genesys Contact Center

Signing out from the Taskbar Application