Accept or skip a call


For outbound campaigns that involve manual dialing, an administrator can configure either a preview campaign or an external calling campaign.  


In preview mode, the agent can see the contact’s information and the script before dialing and then choose to accept or skip the call. If the agent chooses to accept the call, Genesys Cloud dials the number.

To answer or skip previewed calls:

  1. Log in as an agent and go on queue
    The Interactions panel opens. Calls display in the Active Interactions list. The contact’s information and script display in the Interactions window. For more information about scripts, see Use scriptsPreview mode begin or skip
  2. To begin dialing the contact, click Begin Call. Genesys Cloud dials the number. 
    To skip the call and see the next contact, click Skip. If Administrators have disabled Skip, you cannot skip a call. 
  3. If a timer displays, Genesys Cloud automatically dials the contact when the timer counts down to zero and you did not click Begin Call or Skip.Preview mode timer
  4. Use the script to complete the call.
  5. End the call and complete after call work (ACW).
  6. Click Done to complete the interaction.



An external calling campaign is similar to a preview campaign, except that agents cannot place campaign calls through Genesys Cloud.  When a contact is presented to an agent, the agent copies the phone number to a third-party desktop dialer, such as Gryphon Networks, and places the call from there. 

To answer or skip external calls:

  1. Log in as an agent and go on queue
    The Interactions panel opens. Similar to preview campaigns, the interaction panel displays active calls, the contact’s information, and a script. But for external calling campaigns, a message alerts agents to dial all calls externally, and the Begin Call button is replaced with a Copy/Paste button.
    external campaign UI
  2. To begin dialing the contact, click the Copy/Paste button next to the contact’s phone number. 
    To skip the call and see the next contact, click Skip. If Administrators have disabled Skip, you cannot skip a call. 
  3. Open a third-party desktop dialer, such as Gryphon Networks, and paste the contact’s phone number onto the dial pad.
  4. Use the script to complete the call.
  5. End the call and complete after call work (ACW).
  6. Click Done to complete the interaction.

Note: A preview timer cannot be enabled for external calling campaigns. For more information about eternal calling campaigns, see Create an external calling campaign.