##### USING Basic GENESYS DESKTOP Functions > Handling Phone Calls > phone call forms

# Incoming Phone Call Form

When a phone interaction is directed to your Genesys Desktop, a yellow phone icon (shown below) flashes on the Batch Navigation pane.

- Click the icon to open the Call Session window.

- The timer to the right of the name of the contact displays how long the interaction has been active.

Note: If you are enabled for handling video sessions, you can click the Video Conferencing button to establish a video conference with your contact, provided that your contact is also enabled for video conferencing over a network.

The following table describes the color sequences of the phone call icon on the Batch Navigation pane:

Waiting Cycle | Icon Progression
Value of max-handle-time Is Not Defined | The optimum handle time for this interaction (in seconds) is not defined.
| Completely green indicates that you are connected to the contact.
Value of max-handle-time Is Defined | The optimum handle time for this interaction (in seconds) is defined. The value is used to display a visual gauge in the navigation bar icon.
| The icon becomes gray. This indicates that the contact has answered.
| Yellow indicates that the call is progressing.
| Red indicates that you are taking more time than your company has defined for this interaction. The duration of the call is displayed in the timer.

Note: If there is no attached data, the icon is completely green.

## Action Keys and Buttons

The following table defines the functions that are available for handling phone calls:

Action | Function
Conference | Enables you to make a voice conference interaction with another person. Click to open a window in which you can enter a phone number. Toggles to the Conference Completed button. For details, see Using Conference.
Conference Completed | Completes the voice conference interaction. Toggles to the Conference button.
Transfer | Enables you to transfer voice interactions to another person. Click to open a window in which you can enter a phone number. For details, see Using Transfer for Incoming and Outgoing Phone Calls.
Transfer Completed | Completes the voice transfer.
Hold | Puts the contact on hold. Toggles to the Un-Hold button.
Un-Hold | Indicates that the contact is on hold. Click to retrieve the contact. Toggles to the Hold button.
Alternate | During a transfer or conference, enables you to put one person on hold while you talk with another person.
Mute | Enables you to speak with someone during a phone call, without the contact being able to hear you.
Record | Enables you to instantly record the voice interaction for later playback (for SIP only). Toggles to the Stop button.
Stop | Enables you to stop recording the voice interaction (for SIP only). Toggles to the Record button.
Dial keypad | Enables you to enter a phone number for a contact. During an active interaction (talking status), you can send dual tone multi frequency (DTMF) signals; this enables you to send numbers to an IVR or other call handling device.
Pencil icon | Toggles between the phone dial keypad, on which you can dial a number, and the combo box that displays all the phone numbers of the selected contact.
Connect | Initiates an active call. Toggles to the Disconnect button.
Disconnect | Releases the active call. Note: Although the call is disconnected, the Call Session window remains open so that you can finish writing notes.
Reconnect | Enables you to take your caller off hold if the agent you dialed cannot take the transfer or conference.
Mark Done | Saves the notes and closes the form. Information about this call is added to the Contact History, along with any notes that you have written.
Notepad | Enables you to enter comments about the current interaction and store them in the Contact History. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
Attached Data | Provides information about an interaction, such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

## Common Interaction Panes

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current call.

- The Co-Browser pane enables you to browse through your company's website with a customer.