Accept a call

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

  1. Log in as an agent and go on queue. 
    The Interactions panel opens. Incoming calls appear in the Active Interactions list.
    Note: If your admin enables auto answer for voice interactions, then to alert you of a new interaction, Genesys Cloud displays a visual notification and plays a short audible alert. For more information, see Create and configure queues and Turn on auto answer for agents.
  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. When you are in the Not Responding status, you do not receive new interactions. Declined or not answered interactions reenter the queue.