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Agent Desktop provides you with controls and features that let you handle voice interactions with contacts or team members.

Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.

How do I handle an incoming call?


If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer to transfer the call.

Handling a call videos

Here are some quick videos to show you some of the things you can do while handling a call.

Where can I get help to handle a call?


If you want to perform a warm transfer or a two-step transfer, click Consult to talk to the consultation target and then click Transfer to transfer the call.

What other actions can I take during a call?

You can:
  • Record the call
  • Hold GAPI Hold Call Button 900.png and resume GAPI Retrieve Call Button 900.png
  • Dial digits GAPI Open DTMF Keypad Button 900.png without using your phone. For instance, you can use this dialer when you are navigating a phone system.
  • View and modify contact information in the Contact tab.
  • View the contact's interaction history in the Contact tab.
  • Sometimes Workspace is unable to assign a call to a contact or it assigns the call to the wrong contact. Your account might be set up to let you assign or change a contact in the Contact tab.

How do I control the volume of my headset and mute myself?


If you use Genesys Softphone, your administrator can set up the controls for your microphone and speakers on your headset to let you mute and unmute yourself and/or your contact, and let you control the volume of your microphone and speakers.

Depending on how things are set up, you might see different configurations of buttons:

  • Mute/unmute your microphone
GAPI 900 Microphone Button.png
  • Adjust the volume of your microphone
GAPI 900 Microphone Volume Button.png
  • Mute/unmute your speaker
GAPI 900 Speaker Button.png
  • Adjust the volume of your speaker
GAPI 900 Speaker Volume Button.png

What do I do at the end of a call?


What happens when I put someone on hold?


You can see how long you have placed a caller on hold, if enabled.

After you click Hold (GAPI Hold Call Button 900.png), a timer and progress bar begin to count the seconds that the call is on hold.

The progress bar changes from green to yellow to red as time goes by. If the progress bar changes to red, the call has been on hold too long and you should click Resume (GAPI Retrieve Call Button 900.png) to update the contact and let them know that they are still on the call.

How do I manually select a Caller Identification?


When you make a call, you might have to choose a Caller Identification to be displayed on the phone of the contact. This feature might also be enabled for calls that you are transferring or conferencing.

The person you call sees the Caller ID you select. The previous Caller ID that you selected is selected by default. To hide your identity, you can select Anonymous if available. Ask your supervisor about when to use this feature.

How do I record a call?

The Call Recording functionality enables you to record the current voice interaction with a contact or an internal target. Agent Desktop supports two different types of call recording: emergency recording and controlled call recording. Your system administrator configures the type of call recording that is supported in your environment.

If your account is set up for emergency recording, you can start and stop recording by using a single toggle button.

If your account is set up for controlled recording, you can start a recording, pause a recording, resume a recording, and end a recording.

In addition, you might also be configured for automatic or system-guided recording. If this is the case, you will receive a notification that recording is in progress.

Call recording enables you to perform the following functions:

  • Record the call — Select Record the Call (GAPI SIP Record Call Button 900.png) to record a call.
  • Stop recording the call — Select Stop Recording the Call (GAPI SIP Stop Record Call Button 900.png) to stop recording a call that you are currently recording.
  • Pause recording the call — Select Pause Recording the Call (GAPI SIP Pause Record Call Button 900.png) to pause recording a call that you are currently recording. Not all agents might have this feature.
  • Resume recording the call — Select Resume Recording the Call (GAPI SIP Resume Record Call Button 900.png) to resume recording a call that is currently paused recording.

When you are recording a call, the call icon in the connected-parties area changes to red.

When you pause a call recording, the red call icon changes back to gray.

A Tooltip indicates both that the call is being recorded and the length of time of the recording.

A call-recording icon (GAPI 900 SIP Call Recording In Progress Icon.png) is displayed in the title bar of the Main View when a call recording is active.

How do I forward my calls?

To forward calls to a different extension or phone number, on the selected media channel, in the Forward column, click No Active Forward and Forward.

This action opens the Forward dialog box. Enter the number to which you want to forward your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding your calls.

If you have an Active Forward set and you want to disable it, on the voice channel, in the Forward column, select Forwarded to <number>, and select Cancel Forward to <number>.

In the Cancel Forward dialog box, select Yes to cancel the forward; this removes the active forward and changes the Forward status to No Active Forward. To keep the forward active, select No.

When an Active Forward is set, no call is received by the application.

How do I call someone back?


If you are handling a call and the call drops you can call the contact back either by opening Team Communicator, filtering for Recent Calls (GAPI Team Comm Search Recents Button 900.png), and selecting their name, or by opening the Party Action menu and selecting the contact's phone number from the pop-up menu.

What next?

Top 5 topics

  1. Getting Started
  2. Navigating Agent Desktop
  3. Calls
  4. Contacts
  5. Contact and interaction history
This page was last edited on July 31, 2019, at 17:11.


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