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

# Handling Expert desktop phone calls Overview

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

See:

- Handling E-Mail Overview

- Handling Open Media Overview

- Handling Chat Sessions Overview

## 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:

- Answering Preview Mode Calls

- Answering Customer Direct Calls

- Confirming Call Status

- Making a New Phone Call

- Rerouting a Call

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

- When answering customer direct calls, notify Genesys Desktop, by clicking the applicable buttons before answering your physical phone.

- When making a new phone call, notify Genesys Desktop, by clicking the applicable buttons, before using your physical phone.