Answering a Preview Mode Call

A Preview mode call is a phone call that is automatically monitored by Genesys Desktop.

If the call is in SIP format with attached data, that information appears inside the Preview Interaction dialog box.

The Preview Interaction dialog box provides information about the call.

If you accept the call, a yellow icon flashes in the Batch Navigation.

When you complete your phone conversation:

  1. If your Network T-Server does not support call monitoring, click Disconnect.

  2. Hang up your physical phone.

  3. Add any additional information into the Notepad.

  4. When you are finished:

Note: During the interaction, you can put the customer on hold, transfer the call, hold a conference call, and use Contact History functions.