Make a call

Prerequisites

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 Genesys Cloud profile or card, click Make Call .
  • To start a call from Directory and Search results, click More , and then 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:
  1. On the side bar, click Calls .
  2. Click Dialpad .
  3. 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 a contact from the list, or continue typing the full number. Press Enter.
    Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.
  4. To start the call, click Call . Alternatively, press Enter again.
  5. To end the call, click End Call.End Call button

Make a call from your call history:
  1. On the side bar, click Calls .
  2. Click Call History.The Call History button
  3. 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.
  4. To end the call, click End Call.End Call button

An external contact is a person or company that someone in your organization has added as a contact. Call an external contact:

  1. On the side bar, click Calls .
  2. Click Dialpad .
  3. 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.

  4. To start the call, for the person you want to call back, click Call .
  5. To end the call, click End Call.End Call button

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.