Genesys Contact Center Overview

The Genesys Contact Center (GCC) is one of the the graphical user interface (GUI) components of the Gplus  Adapter 7 for Microsoft CRM, which is designed to provide a voice-only, Genesys product-level integration with Microsoft's CRM product. The integration provides agent state controls, CTI call control, and screen pop functionality through the Genesys Contact Center and the Contact Center Taskbar application.


Topics in this section include:

Signing in to the Gplus Adapter

Starting the Genesys Contact Center

Introduction to the Genesys Contact Center User Interface

Setting and Changing Agent Availability

Looking Up Records


Simple call control tasks:

Receiving a Call

Making a Call

Holding/Retrieving a Call

Hanging Up a Call

Performing After Call Work

Closing the Phone Call Form


Complex call control tasks:

Transferring a Call

Conferencing


Call scenarios:

Incoming Call Scenario

Outgoing Call Scenario