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. When the caller is on hold, the screen will display a message letting you know the caller is on hold.

The Transfer 

 button (which can be called a Blind or 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 Transfer button.

Enter the name, queue name or phone number of the contact you would like to transfer the call to. The call will immediately be transferred and you will be disconnected from the caller.

The Consult 

 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, and you will be connected to the intended transfer recipient allowing you to consult with them. When you are done consulting with them you can complete the transfer. Click the button to start the transfer 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. The call will be connected to the recipient, and you can speak to them before connecting them to the caller.

The Conference 

 button is similar to Consult but the caller, you and the recipient will be immediately connected together. Select Conference, 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. All participants will be connected and can continue the conversation.

The Start/End Secure Hold

 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.