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.
Click Accept to accept the call, or Reject to reject the call.
The Preview Interaction dialog box provides information about the call.
If you accept the call, a yellow icon flashes in the Batch Navigation.
When your physical phone rings, answer the call.
If your Network T-Server does not support call monitoring, you must also click the Answer icon on Genesys Desktop.
When you complete your phone conversation:
If your Network T-Server does not support call monitoring, click Disconnect.
Hang up your physical phone.
Add any additional information into the Notepad.
When you are finished:
If your system is not configured for Disposition Codes, click Mark Done.
If your system is configured for Disposition Codes and you are required to enter one before proceeding:
Click the Disposition Code tab.
Click the appropriate Disposition Code.
Click Mark Done.
Note: During the interaction, you can put the customer on hold, transfer the call, hold a conference call, and use Contact History functions.