About calls

AI-generated summary

Genesys Cloud provides a comprehensive cloud contact center platform with full-featured call management capabilities. The platform supports call operations through the Genesys Cloud WebRTC phone, accessible via desktop or browser applications, enabling agents to answer, make, mute, hold, transfer, and conference calls. Key call management features include blind and consult transfer options, call forwarding to designated numbers, call recording for later reference, and numeric entry during calls. The platform facilitates multi-party communication through conference calling, participant addition to active calls, and auto-conference joining and moderation capabilities. Additional functionality includes fax transmission from saved computer files, voicemail management for unavailable agents, and a unified inbox that consolidates voicemails, faxes, recordings, and interaction evaluations in a single interface. For quality assurance roles, assigned interaction evaluations are accessible directly from the inbox, enabling streamlined review and management of all communication artifacts and assessments.

Learn about all that you can do with calls in Genesys Cloud.

Select a phone

Select the phone that you want to use. The Genesys Cloud WebRTC phone allows you to use the desktop or browser app as your phone.

Make and receive calls

Answer or decline an incoming call, or start a new call.

Pause the conversation

Mute your phone so that others cannot hear you but you can still hear them. Place a call on hold so that you cannot hear others and they cannot hear you.

Talk to multiple people

Talk with multiple people at once. Start a call with more than two people, or add another person to a call already in progress. Transfer a call to someone else with blind or consult transfer. Join or moderate an auto-conference.

Discover more call features

Forward your incoming calls to the number of your choice. Record your conversation and refer to it later. Enter numbers, like an account number, during a call.

Send a fax

Send a file saved on your computer as a fax.

Send a fax

Receive voicemail

If you are not available, send calls to voicemail.

About voicemail

Work with your inbox

The unified inbox puts your voicemails, faxes, and recordings all in one place. From the inbox, you take many actions. If you are a quality evaluator, interaction evaluations assigned to you also appear in your inbox.

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