Accept a call

Feature coming soon: Actionable voice notifications

Inbound and outbound voice interactions appear the same in the Interaction panel. Genesys Cloud sends you a notification of an incoming call. To begin the interaction, you, as the agent, must accept the call.

Log in as an agent and go on queue.
The Agent Workspace opens. Incoming calls appear in the Active Interactions list.
Note: If your admin enables auto answer for voice interactions, then to alert you of a new interaction, Genesys Cloud displays a visual notification and plays a short audible alert. For more information, see Create and configure queues and Turn on auto answer for agents.
To begin the call, click Answer.

Notes:

If your admin enables actionable voice notifications, when you receive a notification of an incoming voice interaction, you can answer the call directly from the notification. To accept the call, click Answer. To decline the call, click Decline. To go to Genesys Cloud without action, click anywhere else.
When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. When you are in the Not Responding status, you do not receive new interactions. Declined or not answered interactions reenter the queue.

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