To make an outgoing call:
Select Actions > New Phone Call from the Genesys Contact Center menubar, or
In Microsoft CRM, click New Phone Call while in Accounts, Leads, or Contacts.
A Phone Call form opens showing default information for the call, such as Call Initiator (your agent number), Direction (Outgoing), and so on. The Call Status displays as New in the lower-left of the Phone Call form. If you initiated a new call from MS CRM Accounts, Leads, or Contacts, the Phone Call form will contain all the known information about that account, lead or contact in the appropriate fields.
Select a call recipient by clicking the small magnifying glass icon beside the Call Recipient field. See Looking Up Records for information on selecting a call recipient.
A message dialog box that reads Dialing in Progress... opens while the call is being dialed.
In the Genesys Contact Center window under Interactions, the active interaction displays.