Receiving a Call

When there is an incoming call for the agent, a Phone Call form opens 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.
  2. A message dialog box that reads Answering in Progress... opens while the call is being answered.

  3. When the call is answered, the Call Status reads Connected. The agent can now interact with the caller.
  4. In the Genesys Contact Center window under Interactions, the active interaction displays.


Related Tasks:
Making a Call

Holding/Retrieving a Call

Hanging Up a Call

Performing After Call Work

Closing the Phone Call Form

Transferring a Call

Conferencing