Make a call
- 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.
Call someone in your organization:
- To start a call from a colleague’s Genesys Cloud profile or card, click 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 .
- On the side bar, click Calls .
- Click Dialpad .
- Use the dialpad to enter a phone number and press Enter. Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.
Alternatively, in the Enter Names and Numbers field, begin to type a name and from the list, select the person or queue that you want to consult with and press Enter.
- To see all suggestions, click All .
- To filter by Genesys Cloud users, click Users .
- To filter by queues, click Queues .
- To filter by External Contacts, click External Contact .Note: The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs.
- To start the call, click Call . Alternatively, press Enter again.
- To end the call, click End Call.
- 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.
To call a group, from the group’s profile, click the group number or click Call . You can also click Call from search results or from the Directory.