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. 
  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.