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

# Answering Preview Mode Calls

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

- Answer Preview mode calls when the Preview Interaction dialog box appears on your desktop.

When an agent wants to transfer a call to an expert, the Preview Interaction Batch Navigation icon is displayed on the expert's desktop.

At the same time, the Preview Interaction dialog box is also displayed.

If the Preview Interaction dialog box is not displayed immediately because you already have an open interaction:

- Click on the Batch Navigation icon to display the interaction.

The Preview Interaction dialog box provides information about the call, including the agent's name, ID, and reason for the transfer.

- Click Accept to accept the call, or Reject to reject the call.

If you accept the call, a yellow icon flashes on your desktop, informing you that the call has been transferred.

- 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:

1. Click Disconnect if your Network T-Server does not support call monitoring.

2. Hang up your physical phone.

3. Add any additional information into the Notepad.

4. 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:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

3. 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.