Call controls
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 .
- Available or selected call controls are white or colored.
- Unavailable call controls are dimmed.
Icon | Action |
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Pick up an interaction. | |
Place a call on hold. Click again to resume the call. Note: Hold is unavailable for chat, email, message, and ACD voicemail interactions. |
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Mute a call. Click again to unmute the call. Note: Mute is unavailable for chat, email, message, and ACD voicemail interactions. |
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Transfer an interaction. The integration supports two types of transfers: blind transfer (all interaction types) and consult transfer (voice interactions). | |
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. |
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Park an email. The parked email is removed from the interaction roster. |
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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). |
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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. |
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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. |
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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. |
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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. |
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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.