About calls in the Genesys Cloud embedded clients

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Agents can make and receive calls in the client. 

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Inbound calls (agents)

Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction. 

Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.

Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.

Scripts (agents)

Agents can use scripts with call interactions.

Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud Embeddable Framework.

Inbound calls (agents)

Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction. 

Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.

Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.

Scripts (agents)

Agents can use scripts with call interactions.

Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud for Salesforce.

Inbound calls (agents)

Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction. 

Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.

Outbound calls (administrators)

Administrators can create click-to-dial functionality on custom Visualforce pages.

Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.

Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.

Scripts (agents)

Agents can use scripts with call interactions.

Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Zendesk.

Inbound calls (agents)

Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction. 

Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.

Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 

Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.

Scripts (agents)

Agents can use scripts with call interactions.

Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Microsoft Teams.

Inbound calls (agents)

Genesys Cloud routes calls to queues. Agents pick up calls in the client like any other interaction. 

Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.

Scripts (agents)

Agents can use scripts with call interactions.

Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.