Make a call

AI-generated summary

Genesys Cloud allows users to make calls as they would with a desktop phone, enabling communication with colleagues and external contacts through multiple initiation methods including colleague profiles, directory search results, and chat rooms. The dialpad feature supports calling external contacts, queues, or other users by entering phone numbers or selecting names from filtered search results organized by Users, Queues, or External Contacts. Call history functionality enables users to redial previous contacts or select alternative phone numbers for callbacks, while group calling with assigned phone numbers connects users with random group members through sequential alerts to up to 15 members until someone answers or the call times out. Calls with internal organization members automatically open associated chat rooms in the Chat panel, facilitating integrated communication within the platform. The system requires appropriate permissions (Conversation > Call > Add) and a selected phone to function properly, with full phone numbers required rather than extensions alone. When numbers are manually selected, the system links interactions to external contacts and maintains comprehensive interaction history records. Genesys Cloud provides extensive call-related documentation covering the PureCloud Softphone, queue-based calling, external contact management, voice interactions for agents, in-client application calling, conference call establishment, and High Velocity Sales calling features. The platform includes a feedback mechanism allowing users to report issues such as inaccurate or incomplete information, outdated content, or navigation difficulties, while also capturing positive feedback regarding task completion and content clarity. User role identification options include Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support roles, with access to these resources requiring acknowledgment of the Genesys Cloud privacy policy.

PrerequisitesClick to expand

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 , see and

Call someone in your organizationClick to expand

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 with the dialpadClick to expand

Call an External Contact, queue, or another Genesys Cloud user with the dialpad:

On the sidebar, click Calls .
On the Menu bar, click Calls .
Click Dialpad .
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. To see all matching results, click the User, Queue, and External Contact tabs and scroll until the total showing is the same number as the matching results. If instead of entering raw numbers via the dialpad, you manually select a contact’s phone number in the search, the interaction is linked to the external contact and shown in the interaction history.
To start the call, click Call . Alternatively, press Enter again.
To end the call, click End Call .

Call from your call historyClick to expand

Call a groupClick to expand

If a group has a , 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.

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