In the following incoming call scenario, we will cover these tasks:
When you receive an incoming call, a Phone Call form pops open showing all available information about the call, such as Call Initiator, Phone Number, Direction (Incoming), and so on. The Call Status displays as Ringing in the lower-left of the Phone Call form.
A message dialog box opens while the call is being answered.
When the call is answered, the Call Status reads Connected.
In the Genesys Contact Center window under Interactions, this active interaction displays.
At any time during an interaction with a caller, you can choose to place the call on hold. You perform this action from within the Phone Call form.
A message dialog box opens while the call is being placed on hold.
When hold is established, the Call Status reads On Hold.
Again, a message dialog box opens while the call is being retrieved.
When the call is retrieved, the Call Status reverts to Connected.
During your interaction with the caller you may decide to transfer the call to another agent. Use the Genesys Contact Center Transfer feature available on the Phone Call form.
Two-Step Transfer enables you to contact the other agent first while your caller is placed on hold temporarily, then transfer the call to the other agent or reconnect to the caller if the consult agent is not available or will not need to receive the call.
To initiate a Two-Step Transfer:
The Transfer dialog box opens.
Select the Use Lookup dialog option and click the magnifying glass icon if you wish to look up the number or identifier for the consult agent. See Looking Up Records.
Beside Transfer Status you will see progress indications, such as Call Routing in Progress, followed by Dialing.
The caller is transferred to the consult agent and is released at your end.
Now that you have completed your interaction with the caller (the call was released after you transferred it to another agent), you can enter notes, status, results, and other information to document this interaction and create an audit trail for future interactions with this caller. Genesys refers to these tasks as after call work.
While you are performing after call work, you normally do not want to be interrupted by additional calls, so you should change your availability status to Not Ready - After Call Work. Refer to Setting and Changing Agent Availability for general information on availability status.
This changes your status to Not Ready - After Call Work. This new status is displayed both on the Availability Modes menu and in the Status column for all available media/DNs under Media Channels.
Let's assume that you want to enter some notes about the call you just completed.
If you are ready to accept additional calls, you should change your status back to Ready.
This changes your status to Ready. This new status is displayed both on the Availability Modes menu and in the Status column for all available media/DNs under Media Channels.