Handling Expert desktop phone calls Overview

Except for phone call interactions, an expert handles interactions like any other agent.

See:

Handling Phone Calls

As an expert, you might receive incoming calls or make outgoing calls.

Genesys Desktop automatically monitors certain interactions; however, you must manually emulate the telephone state on the Genesys Desktop interface before handling other types of calls.

To become familiar with handling expert phone calls, review the following topics:

To handle inbound or outbound phone calls that are manually monitored by Genesys Desktop: