Accept a call

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 an agent declines or does not answer an interaction within a certain amount of time, Genesys Cloud places the agent into Not Responding status. While Not Responding, the agent does not receive new interactions. Declined or not answered interactions reenter the queue.