Make a call

AI-generated summary

Genesys Cloud enables users to make standard business calls to internal colleagues, external contacts, queues, and groups through multiple methods, including initiation from colleague profiles, directory search results, direct message chat rooms, or dialpad entry. The dialpad feature supports searching and filtering by Genesys Cloud users, queues, and external contacts, with the capability to manually select specific contact phone numbers and link interactions to external contact records. Call history functionality allows users to redial previous contacts or select alternative phone numbers, and when calling internal organization members, the system automatically opens a chat room in the Chat panel. Group calling functionality enables users to contact group members by dialing a group phone number, which alerts up to 15 random members sequentially until someone answers, the call times out, or all members have been contacted. This feature requires appropriate permissions (Conversation > Call > Add permission) and a selected phone device, with calls terminated using the End Call button. Genesys Cloud also provides an integrated feedback collection mechanism within its documentation system that allows users to rate article helpfulness and submit detailed feedback through a structured form. The feedback interface captures user role information—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other—and categorizes responses into negative feedback addressing inaccuracy, incompleteness, outdated content, or clarity issues, and positive feedback recognizing helpful, well-organized, or valuable content. The platform includes a privacy policy acknowledgment requirement and offers related documentation topics covering call management features, external contacts management, voice interactions for agents, High Velocity Sales calling capabilities, and client-based calling functionality. This feedback infrastructure supports continuous documentation improvement while directing users to relevant support resources and community assistance options.

PrerequisitesClick to expand

Make calls as you would with a desktop phone. Call someone from inside your organization or a business or person outside your organization.

Note: The following procedures describe how to place standard business calls. For more information about how to place and receive calls as a contact center , see and

Call someone in your organizationClick to expand

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

Call someone in your organization:

To start a call from a colleague’s Genesys Cloud profile or card, click Call .
To start a call from Directory and Search results, beside the person you want to call, click More . Then, from the list, click the number you want to call.
To start a call from a direct message chat room, under the person’s name, click Call .

Call with the dialpadClick to expand

Call an External Contact, queue, or another Genesys Cloud user with the dialpad:

On the sidebar, click Calls .
On the Menu bar, click Calls .
Click Dialpad .
Use the dialpad to enter a phone number and press Enter.
Note: Use the full phone number. Genesys Cloud does not support extension-only numbers.

Alternatively, in the Enter Names and Numbers field, begin to type a name and from the list, select the person or queue that you want to consult with and press Enter.
- To see all suggestions, click All .
- To filter by Genesys Cloud users, click Users .
- To filter by queues, click Queues .
- To filter by External Contacts, click External Contact .
  Note: The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs. To see all matching results, click the User, Queue, and External Contact tabs and scroll until the total showing is the same number as the matching results. If instead of entering raw numbers via the dialpad, you manually select a contact’s phone number in the search, the interaction is linked to the external contact and shown in the interaction history.
To start the call, click Call . Alternatively, press Enter again.
To end the call, click End Call .

Call from your call historyClick to expand

Call a groupClick to expand

If a group has a , you can call the group number and contact a group member. When you call a group, Genesys Cloud alerts 15 random members, one at a time, until someone answers, the call times out, or it has alerted all members. Once you connect with a member, a direct message chat room with that person opens in the Calls panel. The chat room also appears in the chat panel.

To call a group, from the group’s profile, click the group number or click Call . You can also click Call from search results or from the Directory.

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