##### USING Basic GENESYS DESKTOP Functions > handling phone calls

# Handling Phone Calls Overview

As an agent, you can receive incoming phone calls or make outgoing phone calls.

For instructions on how to use the Phone Call form, see Phone Call Form Interface Overview.

The following are examples of phone call interaction situations and variations on the Phone Call form.

## Inbound Calls

When a call is routed to an agent, a yellow phone icon (shown below) flashes in the Batch Navigation pane.

1. Click the icon. The Phone Call form appears.

2. Click Disconnect to end the call.

3. If your system is configured so that you are required to enter a Disposition Code before you click Mark Done:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

4. Click Mark Done to end the interaction.

## Outbound Calls

To make an outgoing call:

1. From the File menu, select one of the following:

- New Phone Call (or you can click on the Toolbar icon).

- Speed dial if you want to call someone from your speed dialing list.

- Redial if you want to call someone back (by default, only the last 10 called numbers are listed; however, this is a configurable option).

2. If you selected New Phone Call, do the following:

1. Click To, and then select a contact or enter a phone number using the dial keypad.

2. Click Connect to initiate the call.

3. Click Disconnect to end the call.

4. If your system is configured so that you are required to enter a Disposition Code before you click Mark Done:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

5. Click Mark Done to end the interaction. The call is then recorded in the Contact History.