Genesys Cloud enables users to receive and answer incoming calls through multiple methods, displaying incoming calls as messages with caller information including avatar and name when available. Users can access call history via the Call History tab in the Calls panel and answer incoming calls by clicking "Answer" on notifications or decline calls to route them to voicemail. The system supports call management during active conversations, displaying incoming calls in either the mini call controls pop-up or Active Calls list, allowing users to answer new calls (placing the original call on hold) or decline to continue the first call uninterrupted. Key capabilities include incoming call notifications, call answering and declining, call hold functionality, and switching between multiple active calls. For On Queue agents, declined incoming ACD calls return to the queue. Users with certain presence statuses, such as Busy, do not receive call alerts and incoming calls route directly to voicemail. The feature requires a selected phone and the Conversation > Call > Accept permission to function, with additional permissions needed for declining calls (Conversation > Call > Refuse) and transferring declined calls to voicemail (Conversation > Communication > blindTransfer).