Outgoing Call Scenario

In the following outgoing call scenario, we will cover these tasks:

  1. Making an outgoing call

  2. Hanging up the call

  3. Signing out for the day

Step 1: Making an Outgoing Call

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:

  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. Greet the caller, identify yourself, and let her know that her order has shipped today.

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

Step 2: Hanging Up the Call

When you wish to end your interaction with the caller, you hang up the call. Perform this action from the Phone Call form.

  1. Click Hang Up to initiate call hangup.

    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.

  2. After you have completed and released the call, close the Phone Call form. You can do this in two ways:

The Phone Call form for the previous interaction closes.

Step 3: Signing Out for the Day

Let's sign out now, since it is the end of your work day!

  1. Complete any remaining activity and release any active calls.

  2. Select Ready (or Status: Ready) > Not Ready > Finish Work (if the system administrator configured this type of Reason Code).

    This step is not strictly required, but it is recommended that you change your status to Not Ready.

  3. On the Sign-In menu (which currently reads Signed In), select Signed In > Sign Out.

    On an attempt to sign out, a warning dialog box may pop up.

  4. Click OK.

    After signing out, all the content on a page disappears, except the Sign In menu.

  5. You can close all windows, including your web browser in which Microsoft CRM has been running.

    You may see a warning message when you attempt to close the main Microsoft CRM window.

  6. Click OK to exit.