Making a Call

To make an outgoing call:

  1. Click New Phone Call in the Interactions section of the Genesys Contact Center main window, or

    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.

  2. Enter the phone number you wish to dial in the Phone Number field, or

    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.

  3. Enter or select any other information you require in other fields such as Subject, Regarding, Category, Sub-Category, and so on.

  4. When you're ready to initiate the call, click Dial to dial the outgoing call.

    A message dialog box that reads Dialing in Progress... opens while the call is being dialed.

  5. When the call is answered by the other party, the Call Status reads Connected. You can now interact with the caller.

    In the Genesys Contact Center window under Interactions, the active interaction displays.


Related Tasks:
Receiving a Call

Holding/Retrieving a Call

Hanging Up a Call

Performing After Call Work

Closing the Phone Call Form

Transferring a Call

Conferencing