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The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.
You can make a call several ways:
The following steps describe making a call using the client.
When you make a call, you can optionally make the call on behalf of a queue or add caller ID information that appears to recipients of the call.
As you start to type, a list of queues appears.
As you start to type a name, a list of people and queues appear.
People in your Genesys Cloud organization appear first in the results, followed by queues and external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.
The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.
When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:
Hover over Interacting to see all media types.
If you click an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.
When you click a queue, statistics for the queue appear. The statistics include the following items:
Hover over Waiting to see all media types.
This name is usually your company name.
This phone number is usually your company phone number or the phone number that recipients of your call can use to reach you. If your administrator has configured the name and number in Genesys Cloud, then that information overrides anything that you input into these boxes.
The following content applies to Genesys Cloud Embeddable Framework.
You can make a call several ways:
The following steps describe making a call using the client.
When you make a call, you can optionally make the call on behalf of a queue or add caller ID information that appears to recipients of the call.
As you start to type, a list of queues appears.
As you start to type a name, a list of people and queues appear.
People and queues in your Genesys Cloud organization appear first in the results, followed by people in your system and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.
The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.
When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:
Hover over Interacting to see all media types.
If you click a person in your system or an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.
When you click a queue, statistics for the queue appear. The statistics include the following items:
Hover over Waiting to see all media types.
This name is usually your company name.
This phone number is usually your company phone number or the phone number that recipients of your call can use to reach you. If your administrator has configured the name and number in Genesys Cloud, then that information overrides anything that you input into these boxes.
The following content applies to Genesys Cloud for Salesforce.
You can make a call several ways:
The following steps describe making a call using the client.
When you make a call, you can optionally make the call on behalf of a queue or add caller ID information that appears to recipients of the call.
As you start to type, a list of queues appears.
As you start to type a name, a list of people and queues appear.
People and queues in your Genesys Cloud organization appear first in the results, followed by people in your Salesforce organization and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.
The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.
When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:
Hover over Interacting to see all media types.
If you click a person in your Salesforce organization or an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.
When you click a queue, statistics for the queue appear. The statistics include the following items:
Hover over Waiting to see all media types.
This name is usually your company name.
This phone number is usually your company phone number or the phone number that recipients of your call can use to reach you. If your administrator has configured the name and number in Genesys Cloud, then that information overrides anything that you input into these boxes.
The following content applies to Genesys Cloud for Zendesk.
You can make a call several ways:
The following steps describe making a call using the client.
When you make a call, you can optionally make the call on behalf of a queue or add caller ID information that appears to recipients of the call.
As you start to type, a list of queues appears.
As you start to type a name, a list of people and queues appear. To return a list of users in your Zendesk organization, type complete words (such as John or Zendesk) or phone numbers that match the format in Zendesk (13175550123).
People and queues in your Genesys Cloud organization appear first in the results, followed by people in your Zendesk organization and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.
The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.
When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:
Hover over Interacting to see all media types.
If you click a person in your Zendesk organization, the person’s phone number appears.
If you click an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.
When you click a queue, statistics for the queue appear. The statistics include the following items:
Hover over Waiting to see all media types.
This name is usually your company name.
This phone number is usually your company phone number or the phone number that recipients of your call can use to reach you. If your administrator has configured the name and number in Genesys Cloud, then that information overrides anything that you input into these boxes.
The following content applies to Genesys Cloud for Microsoft Teams.
You can make a call several ways:
The following steps describe making a call using the client.
When you make a call, you can optionally make the call on behalf of a queue or add caller ID information that appears to recipients of the call.
As you start to type, a list of queues appears.
As you start to type a name, a list of people and queues appear.
People and queues in your Genesys Cloud organization appear first in the results, followed by people in your organization and then external contacts in your Genesys Cloud organization. The integration limits the results of each search type (people, queues, external contacts) to 25.
The client shows the status of people in your Genesys Cloud organization. If they are handling interactions, the client shows the number of interactions that they are handling.
When you click a person in your Genesys Cloud organization, statistics for the person appear. The statistics include the following items:
Hover over Interacting to see all media types.
If you click a person in your organization, the person’s phone number appears.
If you click an external contact in your Genesys Cloud organization who has multiple phone numbers, a list of phone numbers appears. Hover over a phone number to see the type of number it is. Select the phone number that you want to call.
When you click a queue, statistics for the queue appear. The statistics include the following items:
Hover over Waiting to see all media types.
This name is usually your company name.
This phone number is usually your company phone number or the phone number that recipients of your call can use to reach you. If your administrator has configured the name and number in Genesys Cloud, then that information overrides anything that you input into these boxes.
For more information, see Click-to-dial, Configure on behalf of queue, Configure caller ID, Make a conference call, Troubleshoot calls, and About calls.
For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.
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