Make a call
Prerequisites
- Conversation > Call > Add permission
- A selected phone
Make calls as you would with a desktop phone. Call someone from inside your organization or a business or person outside your organization.
Note: The following procedures describe how to place standard business calls. For more information about how to place and receive calls as a contact center agent, see Voice interactions for agents overview and Place a call on behalf of a queue.
Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.
Call someone in your organization:
- To start a call from a colleague’s Genesys Cloud profile or card, click Make Call .
- To start a call from Directory and Search results, beside the person you want to call, click More . Then, from the list, click the number you want to call.
- To start a call from a direct message chat room, under the person’s name, click Call .
Make a call with the dialpad:
- On the side bar, click Calls .
- Click Dialpad .
- Start to type a name or phone number in the Enter Names and Numbers field; Genesys Cloud displays contacts that match the entered characters. From the list, click the contact you want to call, or continue to type the full number. Press Enter.Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.
- To start the call, click Call . Alternatively, press Enter again.
- To end the call, click End Call.
Make a call from your call history:
- On the side bar, click Calls .
- Click Call History.
- To start the call, for the person you want to call back, click Call . Alternatively, to call someone back at a phone number that is not their primary contact number, click More , and then click the number you want to call.
- To end the call, click End Call.
An external contact is a person or company that someone in your organization has added as a contact. Call an external contact:
- On the side bar, click Calls .
- Click Dialpad .
- Start to type a name or phone number in the Enter Names and Numbers field; Genesys Cloud displays contacts that match the entered characters. Click an external contact from the list. External contacts have hexagonal profile icons, and press Enter. Note: If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
- To start the call, for the person you want to call back, click Call .
- To end the call, click End Call.
If a group has a group phone number, you can call the group number and contact a group member. When you call a group, Genesys Cloud alerts 15 random members, one at a time, until someone answers, the call times out, or it has alerted all members. Once you connect with a member, a direct message chat room with that person opens in the Calls panel. The chat room also appears in the chat panel.
To call a group, click the group number in the group’s profile or click Call in the group’s profile, from search suggestions, or from the Directory.