Call Experiences
This next section will go over the call experiences including inbound, outbound, and transferring calls.
Call Experiences
Simply logging into Genesys will not make you available to start taking calls. After you have logged in for your shift and settled in, you will need to toggle yourself to "On Queue" to begin receiving calls.
Leadership monitors queue availability regularly and will reach out if you are not on queue when you are supposed to be.
You will know you are "on Queue when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.
Reminder: "On Queue" = Blue
While in training, do NOT toggle to "On Queue" unless otherwise directed!
Click to enlarge
Next
Inbound Call Experience
Accepting A Call
For incoming calls, users will receive audible and visual alerts.
- The visual alert will appear in the top right-hand corner of your screen.
- Users have to click the Answer button to accept the call.
- Declining a call is not an option.
- Incoming calls alert for 15 seconds before a RONA!
- If a user does not accept a call, it is routed to the next available agent.
Next
Inbound Call Experience
User Status on a Call
What it would look like on your end if you are on a call:
User status will NOT change while on a call! While user status will remain “On Queue” or “Available”, the system will recognize the active call and prevent additional queue calls, direct calls and direct transfers.
Click here for more information on other advisors statuses
Info
Next
General Call Management
Clicking Interactions while an active call is connected is where users will see the call management options.
Call interactions:
- Dialpad - enter phone number for consult or conference
- Microphone - mute/unmute
- Pause - place caller on hold
- Arrow - blind/cold transfer (do not use)
- Consult - warm transfer (always use)
- Conference - 3-way calling
- End Call - disconnecting the call
Next
Not Responding Alert
When a user declines or fails to answer an incoming queue call within the alerting period of 15 seconds, Genesys will return the call to the queue and place the user into a “Not Responding” status. An alert will appear in the upper right corner of the screen, showing the user, they are On Queue and Not Responding. Important: While in this status, they will not receive new interactions.
Next Steps
00:30
After-Call Work (ACW)
After a call is disconnected, users will have 90 seconds to complete after-call work before receiving another in-queue call. This time is to be used to complete any notes or related tasks associated with the call.
Best practice is to select Done to start receiving the next queue call. Regardless of action, at the end of 90 seconds, this box will disappear and the user will re-enter the queue.
More Info
Outbound Call Experience
SF iDash Call Widget
On the very bottom of the screen, when you open up SF iDash, you will now see a blue phone icon. If you click the blue phone icon, it expands a dial pad. This is the dial pad that will automatically pop up when users click-to-dial from SF iDash.
Next
Outbound Call Experience
Click-To-Dial from SF iDash
On the Student Details module of SF iDash under Contact Info, click on the phone icon or the hand icon to initiate click-to-dial. The dial pad will automatically open in the bottom right-hand corner of the SF iDash screen with the call activated.
Next
Outbound Call Experience
Call Management
Transfer to external phone numbers only!
The SF iDash call module will provide very basic call management functionality.For example, the SF iDash call module is the only location where we can transfer to external numbers like the FAFSA Helpline or the Default Resolution Group (DRG)!
More Info
Outbound Call Experience
External, Non-UMA Contacts
The first step in making external calls in Genesys Cloud is enabling permissions in the software - this is a one-time step!
- Navigate to the Phone icon at the top right corner of Genesys.
- Click on the Settings icon.
- Toggle on “Placing calls with another app?”
Let's set it up!
00:30
Making External Calls
To outbound to any number not associated with a student account in SF iDash.
- Select the Apps icon at the top right-hand corner to view the dial pad.
- Type or paste the phone number in the dial pad. The phone icon will turn green when ready to place the call.
- Click the phone icon to dial out.
Next
Transferring Calls
Initiating an Internal Transfer
To initiate a transfer while on an active call, utilize the Consult call management feature from the Agent Workspace icon.
- Select the "Consult" icon
- Search the user or group you want to transfer to
- Click on the preferred contact
Next
Transferring Calls
Connecting a Transfer
4. You have connected to the consulted party and can now control how if you would like to connect the calls.5. You will select the icon for a conference call; this will allow you to speak with both parties at the same time. 6. To merge the calls and disconnect, click on the Arrow icon.
Next
Ending Calls
From Interactions, Apps or the SF iDash Call Widget
- Easy peasy! Click the red Phone icon to end any calls.
- All calls will have the 90 second After-Call Work time to wrap up any unfinished business!
Let's Practice
Congratulations!
You have completed this lesson! Please return to Go1 and mark the lesson as complete before you move move forward to the next activity!
Not Responding Alert
If possible, select “Make Eligible for Interactions” from this pop-up. However, if a user is in this status and clicks anywhere on their screen, they will dismiss this notification box. In this case, they will need to navigate to the On/Off Queue toggle and ensure they toggle to On-Queue to start receiving interactions again.
Next
External, Non-UMA Call Setup
- Start by clicking the phone icon
- Then click the Settings icon
- Toggle "Placing calls with another app?" to "On"
Congratulations! You did it!
Next
Call Management
Expanded call management features are available in the Genesys application through the Agent Workspace icon while on an active call. See the General Call Management section of this training for more information. (Click picture to enlarge)
Call interactions:
- Dialpad - enter phone number for consult or conference
- Microphone - mute/unmute
- Pause - place caller on hold
- Arrow - blind/cold transfer (do not use)
- Consult - warm transfer (always use)
- Conference - 3-way calling
- End Call - disconnecting the call
Next
What happens if I don’t select “Done”?
If you do not select “Done” at the end of the After-Call Work, the call remains in your Call History and can clog your Interactions - similar to how your voicemail inbox can get too full. Clicking “Done” allows the calls to “clear out” as you complete them.
I see the option for “Wrap-Up” codes. What are they?
Wrap-Up codes are a functionality that Genesys offers that we may utilize in the future but right now, we will continue to use the “wrap-up codes” in iDash after we leave our notes with our Communication Results.
Next
Viewing Individual User Statuses
How to Tell When Someone Is On An Active Call
When attempting to make or transfer a call to another internal user, first check to see if they are on an active call.
- Use the search bar to look up internal users.
- If they are on an active call, there will be a phone icon next to their status.
Reminder! A status of Available or On-Queue does not mean the user is available to take a call in this new Genesys platform! Always check for the phone icon to confirm availability! Phone icon = On a Call!
Connecting and Disconnecting Calls
Answer the call and disconnect!
Answer
Next
Genesys Cloud Updates Part 2- Call Experiences (Lesson 2)
SF Learning Team
Created on October 7, 2025
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Transcript
Call Experiences
This next section will go over the call experiences including inbound, outbound, and transferring calls.
Call Experiences
Simply logging into Genesys will not make you available to start taking calls. After you have logged in for your shift and settled in, you will need to toggle yourself to "On Queue" to begin receiving calls.
Leadership monitors queue availability regularly and will reach out if you are not on queue when you are supposed to be.
You will know you are "on Queue when the toggle is blue and there is a blue ring around your profile icon. If the icon is green, you are NOT on queue.
Reminder: "On Queue" = Blue
While in training, do NOT toggle to "On Queue" unless otherwise directed!
Click to enlarge
Next
Inbound Call Experience
Accepting A Call
For incoming calls, users will receive audible and visual alerts.
Next
Inbound Call Experience
User Status on a Call
What it would look like on your end if you are on a call:
User status will NOT change while on a call! While user status will remain “On Queue” or “Available”, the system will recognize the active call and prevent additional queue calls, direct calls and direct transfers.
Click here for more information on other advisors statuses
Info
Next
General Call Management
Clicking Interactions while an active call is connected is where users will see the call management options.
Call interactions:
Next
Not Responding Alert
When a user declines or fails to answer an incoming queue call within the alerting period of 15 seconds, Genesys will return the call to the queue and place the user into a “Not Responding” status. An alert will appear in the upper right corner of the screen, showing the user, they are On Queue and Not Responding. Important: While in this status, they will not receive new interactions.
Next Steps
00:30
After-Call Work (ACW)
After a call is disconnected, users will have 90 seconds to complete after-call work before receiving another in-queue call. This time is to be used to complete any notes or related tasks associated with the call.
Best practice is to select Done to start receiving the next queue call. Regardless of action, at the end of 90 seconds, this box will disappear and the user will re-enter the queue.
More Info
Outbound Call Experience
SF iDash Call Widget
On the very bottom of the screen, when you open up SF iDash, you will now see a blue phone icon. If you click the blue phone icon, it expands a dial pad. This is the dial pad that will automatically pop up when users click-to-dial from SF iDash.
Next
Outbound Call Experience
Click-To-Dial from SF iDash
On the Student Details module of SF iDash under Contact Info, click on the phone icon or the hand icon to initiate click-to-dial. The dial pad will automatically open in the bottom right-hand corner of the SF iDash screen with the call activated.
Next
Outbound Call Experience
Call Management
Transfer to external phone numbers only!
The SF iDash call module will provide very basic call management functionality.For example, the SF iDash call module is the only location where we can transfer to external numbers like the FAFSA Helpline or the Default Resolution Group (DRG)!
More Info
Outbound Call Experience
External, Non-UMA Contacts
The first step in making external calls in Genesys Cloud is enabling permissions in the software - this is a one-time step!
Let's set it up!
00:30
Making External Calls
To outbound to any number not associated with a student account in SF iDash.
Next
Transferring Calls
Initiating an Internal Transfer
To initiate a transfer while on an active call, utilize the Consult call management feature from the Agent Workspace icon.
Next
Transferring Calls
Connecting a Transfer
4. You have connected to the consulted party and can now control how if you would like to connect the calls.5. You will select the icon for a conference call; this will allow you to speak with both parties at the same time. 6. To merge the calls and disconnect, click on the Arrow icon.
Next
Ending Calls
From Interactions, Apps or the SF iDash Call Widget
Let's Practice
Congratulations!
You have completed this lesson! Please return to Go1 and mark the lesson as complete before you move move forward to the next activity!
Not Responding Alert
If possible, select “Make Eligible for Interactions” from this pop-up. However, if a user is in this status and clicks anywhere on their screen, they will dismiss this notification box. In this case, they will need to navigate to the On/Off Queue toggle and ensure they toggle to On-Queue to start receiving interactions again.
Next
External, Non-UMA Call Setup
Congratulations! You did it!
Next
Call Management
Expanded call management features are available in the Genesys application through the Agent Workspace icon while on an active call. See the General Call Management section of this training for more information. (Click picture to enlarge)
Call interactions:
Next
What happens if I don’t select “Done”?
If you do not select “Done” at the end of the After-Call Work, the call remains in your Call History and can clog your Interactions - similar to how your voicemail inbox can get too full. Clicking “Done” allows the calls to “clear out” as you complete them.
I see the option for “Wrap-Up” codes. What are they?
Wrap-Up codes are a functionality that Genesys offers that we may utilize in the future but right now, we will continue to use the “wrap-up codes” in iDash after we leave our notes with our Communication Results.
Next
Viewing Individual User Statuses
How to Tell When Someone Is On An Active Call
When attempting to make or transfer a call to another internal user, first check to see if they are on an active call.
Reminder! A status of Available or On-Queue does not mean the user is available to take a call in this new Genesys platform! Always check for the phone icon to confirm availability! Phone icon = On a Call!
Connecting and Disconnecting Calls
Answer the call and disconnect!
Answer
Next