Click to Call

On-Premises Users

To call the Genesys Case Owner for a Support Case, tap on the case you want and then select the telephone icon within the case details window for that case. (Note: this function is available now in EMEA and North America.)

If the Genesys Case Owner is not available, "Offline" will display under the Case Owner's name.

There are two actions you can then take. Tap the telephone icon and then:

• Call Customer Care – select the telephone icon to route your call to the closest Genesys Support location allowing you to work with an available Customer Care analyst who is skilled on the product for which the case is for.
• Notify Me – sends you a mobile status notice when the Case Owner is available for you to call.

Cloud Users

If you are a Business Edition Cloud (PureEngage Cloud) user and would like to call the Genesys Case Owner for a Support Case, tap on the case you want and then select the telephone icon within the case details window for that case. (Note: this function is available now in EMEA and North America.)

If the Genesys Case Owner is not available, "Offline" will display under the Case Owner's name.

Note that all Business Care for Cloud users can use the click-to-call feature even when the case owner is offline.

Tap the telephone icon and then:

• Select Notify Me – to receive a mobile notification when the Case Owner is available for you to call.
• Select Call Anyway – to route your call to the closest Genesys Support location allowing you to work with an available Customer Care analyst who is skilled on the product for which the case is for.