Inbound and outbound voice interactions appear the same in the Interaction panel. Genesys Cloud alerts the agent and the agent must accept the call to begin the interaction. 

To accept voice interactions:

  1. Log in as an agent and go on queue. 
    The Interactions panel opens. Incoming calls appear in the Active Interactions list. 
  2. To begin the call, click Answer. 

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.