Answering an Incoming Call

When an incoming call arrives while the Taskbar application is running, a quick notification box slides up out of the Taskbar.

If another incoming call arrives before the first notification box disappears, the notification boxes are stacked one atop the other.

  1. Click the interaction's quick description text (or click anywhere in the notification box) to open its corresponding interaction form and start working with the interaction. The notification box automatically closes after you click inside it.

    Alternatively, you can click the close button inside the notification box to close the box without answering the call, or

    You can do nothing and the notification box will disappear on its own after the amount of time has passed that is specified in Taskbar application Settings (see Configuring Contact Center Taskbar Application Settings).

    Even if you close the notification box or if the box disappears, the interaction is still active, and you can still work with the interaction by selecting it from the My Interactions Taskbar menu option.

    Whether you clicked the notification box to select the interaction or used the My Interactions Taskbar menu option, the Phone Call form for the selected interaction opens.

  2. Click Answer to answer the incoming call.

    A message dialog box opens while the call is being answered.

    When the call is answered, the Call Status reads Connected.

  3. You can now interact with the caller.


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

Making an Outgoing Call

Accessing the Genesys Contact Center

Managing Interactions

Signing out from the Taskbar Application