Call controls

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.

Prerequisites

  • Analytics > Queue Observation > View permission
  • Conversation > Call > Record permission
  • Conversation > Callback > Create permission
  • Conversation > Email > Parking permission
  • Conversation > Communication > BlindTransfer permission

The client provides an abbreviated set of the call controls available in Genesys Cloud. The appearance of the call control icons depends on the agent’s permissions and the selected interaction’s current state. To reveal more options, click the Down Arrow below the call controls. To hide options, click the Up Arrow .

Note: If you configure the call controls in the client, the order and appearance can differ in the Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce. For more information, see settings (Genesys Cloud Developer Center) and Configure call controls.

Call controls with Park email icon

  • Available or selected call controls are white or colored.
  • Unavailable call controls are dimmed.
Icon Action
Pick up icon Pick up an interaction.
Hold icon

Place a call on hold. Click again to resume the call.

Note: Hold is unavailable for chat, email, message, and ACD voicemail interactions.
Mute icon

Mute a call. Click again to unmute the call.

Note: Mute is unavailable for chat, email, message, and ACD voicemail interactions.
Transfer icon Transfer an interaction. The integration supports two types of transfers: blind transfer (all interaction types) and consult transfer (voice interactions).
Disconnect icon

Disconnect an interaction. After disconnecting, the interaction is still visible but remains in a deallocated state for 2 minutes so agents can finish updating the interaction log.
Park email icon

Park an email. The parked email is removed from the interaction roster.
Record icon

Record a call. Click again to stop the recording. Access call recordings from the global inbox in Genesys Cloud.

Note: Record is unavailable for ACD interactions (call, chat, email, message, and voicemail).
Secure pause icon

Securely pause a recording. Secure pause prevents the client from recording sensitive information, such as a credit card number. Click again to resume the recording.

Note: Secure Pause is only available for callback and ACD call interactions.  
Dialpad icon

Open the dialpad while on a call to send DTMF tones to the connected call, make IVR selections, or enter information such as an account number or credit card number.

Note: Dialpad is unavailable for chat, email, message, and ACD voicemail interactions. Agents can also use their keyboard for DTMF input.
Schedule callback icon

Schedule a callback for ACD voice interactions (call, callback, outbound dialing, and voicemail). 

Note: Schedule a callback is unavailable for chat, email, and message interactions.
Flag icon for quality voice issues

Flag voice interactions (call, callback, outbound dialing, and ACD voicemail) for quality issues such as deteriorated audio, unexpected disconnections, or failed transfers. Click again to remove the flag. The flag icon remains clickable for 2 minutes after the interaction disconnects.

Note: Flag voice quality issue is unavailable for chat, email, or message interactions.
Request after call work icon

Request after-call work for ACD interactions (call, chat, email, message, and voicemail). Click again to cancel the request. The icon remains clickable until after the interaction disconnects.

Note: Administrators must configure queues to allow agents to request after-call work. For more information, see Create and configure queues.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.