##### Using Expert Desktop > Handling Expert Desktop Phone Calls

# Answering Customer Direct Calls

A direct call is one that a customer makes directly to an expert. This type of phone call is not automatically monitored by Genesys Desktop.

When you receive a call directly from a customer, the Preview Interaction dialog box does not appear on your desktop when your phone rings; therefore, you must manually notify Genesys Desktop.

- Before answering customer direct calls, placing customer direct calls on hold, initiating conferences, or transferring customer direct calls, you must notify Genesys Desktop, by clicking the applicable buttons, before you answer your physical phone or perform an action on the call (see below). This will ensure that statistics are collected for reporting purposes.

To manually notify Genesys Desktop that you are about to answer a direct call:

1. Click the On-call button ( ).

Note: If you log in as a SIP (CTI-Less) Expert Knowledge Worker, On-call is disabled (this menu item and toolbar icon hidden).

After Genesys Desktop is notified that it should monitor the call, a yellow icon flashes on your desktop.

2. Answer your physical phone.

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

3. Click Disconnect when you are about to end the phone call.

This action notifies Genesys Desktop that your call is over.

4. Hang up your phone.

If the Confirm Status dialog box appears, do one of the following:

- Click No to notify Genesys Desktop that you have ended the call.

- Click Yes if you are still handling the call.