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

# Making a new Phone Call

When an expert makes a new phone call, the call is not automatically monitored by Genesys Desktop.

When you make a new phone call, you must notify Genesys Desktop, by clicking the applicable buttons, before handling your physical phone.

You can make new calls in three different ways:

- Using Genesys Desktop with the Universal Contact Server database

- Using Genesys Desktop without the Universal Contact Server database

- Using the Easy-Newcall option

Note: During the interaction, you can put the customer on hold, transfer the call, and hold a conference call, provided that you do this before disconnecting. If Genesys Desktop is set up to handle contact information, you can also use Contact History functions during any interaction.

## Making a Call by Using the Easy-Newcall Option

The Easy-Newcall option speeds up the call-making process This option is configured in the Genesys Desktop Application object in Configuration Manager.

To make an outgoing phone call if your system administrator has configured the Easy-Newcall option:

1. Select New Phone Call. This informs Genesys Desktop that you are beginning a new interaction on your phone.

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

3. Hang up your physical phone.

If a Confirm Status dialog box appears, click No to notify the Genesys Contact Server that you have ended the call, or Yes if you are still handling the call.

## Making a Call Without Using the Easy-Newcall Option

If your system administrator has not configured the Easy-Newcall option, follow one of the following procedures: the first if you have a Universal Contact Server (UCS) database, and the second if you do not have a UCS database.

### Using Genesys Desktop with a Universal Contact Server Database

To make an outgoing phone call by using Genesys Multimedia and the Universal Contact Server database:

1. From the Action drop-down menu, select New Phone Call; or click the New Phone Call button ( ) on the Toolbar.

2. Click the To... button ().

3. Select a contact name in the directory.

4. Click Connect on Genesys Desktop.

5. Make the call on your physical phone.

6. Click Disconnect on Genesys Desktop, and then hung up your physical phone.

7. Enter any required data in the Notepad, custom data, attached data, or Contact History, and then click Mark Done if applicable.

If a Confirm Status dialog box appears, click No to notify the Genesys Contact Server that you have ended the call, or Yes if you are still handling the call.

8. 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.

### Using Genesys Desktop Without a Universal Contact Server Database

If you are making an outgoing phone call without using Genesys Multimedia Routing (MCR) Event Media and the Universal Contact Server database, the Genesys Desktop window appears on your screen.

To make an outgoing call:

1. From the Action drop-down menu, select New Phone Call; or click the New Phone Call button ( ) on the Toolbar.

2. Enter a phone number.

3. Click Connect on Genesys Desktop.

4. Make the call on your physical phone.

5. Enter any required data in the Notepad, custom data, attached data, or Contact History.

6. Click Disconnect on Genesys Desktop when you are about to end the phone call.

7. Hang up your physical phone.

8. 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.

9. Click Mark Done to record data, if applicable.

If a Confirm Status dialog box appears, click No to notify the Genesys Contact Server that you have ended the call, or Yes if you are still handling the call.