In the following outgoing call scenario, we will cover these tasks:
Let's assume that it's near the end of your work day. Your last task for the day is to make a call to a customer to let her know that her order has been shipped today.
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.
When you wish to end your interaction with the caller, you hang up the call. Perform this action from the Phone Call form.
A message dialog box that reads Hangup in Progress... opens while the call is being released.
When the call has been released, the Call Status reads Open. All telephony buttons are disabled except for Dial.
Click the Windows close box in the upper-right corner of the Phone Call form.
The Phone Call form for the previous interaction closes.
Let's sign out now, since it is the end of your work day!
This step is not strictly required, but it is recommended that you change your status to Not Ready.
On an attempt to sign out, a warning dialog box may pop up.
After signing out, all the content on a page disappears, except the Sign In menu.
You may see a warning message when you attempt to close the main Microsoft CRM window.