Genesys Cloud enables agents to manage voice interactions through comprehensive call handling capabilities. Core features include accepting calls, muting, placing calls on hold, making new calls during active conversations, performing blind and consultative transfers of ACD calls, adding multiple participants, using the dialpad, and ending calls. Advanced functionalities encompass callback management, preview call handling, ACD voicemail processing, queue-based calling, secure recording pause for protecting sensitive information, call history access, and secure flow session initiation. The platform integrates with External Contacts, allowing agents to verify contact profiles, view interaction history for both individuals and organizations, and create new contacts directly from the interactions panel. Voice interactions are defined as calls appearing in the Interactions panel that are associated with queues, providing agents with a centralized interface for managing all voice-based communications.