Feature coming soon : New UI for transfer, consultation, and conference target selection. For more information, see the Genesys Community.


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 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 .

Call an External Contact, queue, or another Genesys Cloud user with the dialpad:
  1. On the side bar, click Calls .
  2. Click Dialpad .
  3. 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.
  4. To start the call, click Call . Alternatively, press Enter again.
  5. To end the call, click End Call. End Call button

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

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, from the group’s profile, click the group number or click Call . You can also click Call from search results or from the Directory.