Managing a Call

Managing a call is done in the Conversation window using the call control buttons. Your area may or may not use some of the buttons. Always check with your help desk supervisor if you are uncertain.

The Dial Pad button will display a key pad.

The Mute button is a toggle button used to mute and unmute your microphone.

The Hold button will place the caller on hold.

The Blind Transfer button (which can be called a Cold Transfer) allows you to immediately transfer the caller to another number, person or queue of your choice. Click the button and type the name or number that you would like to transfer to. If the information is saved in the Genesys system then you can choose the recipient from the list. Otherwise hit enter on your keyboard. Then click the blue Transfer button.

Enter the name, queue name or phone number of the contact you would like to transfer the call to and click Transfer.

The Consult Transfer button (which can be called a Warm Transfer) allows you to talk to the recipient of the transfer before transferring the call. The caller will be placed on hold, you will be connected to the intended transfer recipient allowing you to consult with them. When you are done you can complete the transfer by clicking the Transfer button. Click the button and type the name or number that you would like to transfer to. If the information is saved in the Genesys system then you can choose the recipient from the list. Otherwise hit the Enter key on your keyboard. Then click the blue Transfer button.

The Start/End Secure Pause button is used to pause the recording of the call. If you are gathering information from the customer of a secure nature, such as a social security number or credit card number, you can pause the recording and then restart the recording once you have gathered the number. 

Clicking the End Call button will end the call. You will be presented with the Wrap Up Codes screen. Choose the appropriate code but you will have an after call work timer running! Choose your code quickly. You will then be placed back into Ready for calls.