Answering a call in the Genesys system is done the same whether you are answering an ACD call or a direct dialed call.
If a call is coming into your system you will be alerted with a notification in the upper right hand corner of your screen and a ringtone. The notification will allow you to Answer or Decline.
Choosing Answer will open the Conversation window and connect you to the caller. The first time the Conversation window opens it may be collapsed into a smaller screen. Click the expand icon
in the upper right hand corner of the window to enlarge it.
The conversation window will allow you to manage the call such as placing the caller on hold, tranfer the call or end the call. Please see Managing Calls for more details.
Last modified: Feb 27, 2023