Genesys Cloud- General Agent Use

Genesys Cloud is a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Some Temple University departments have switched from landlines to Genesys Cloud to manage their call center and reporting needs. 

 

Requesting Access to Genesys:

1. Your supervisor will need to place a request for your access via TUHelp - Add or Remove Support Staff to Genesys Cloud
2. You will be notified, via email, once you have access.

Accessing Genesys:

1. Go to the website login.mypurecloud.com

2. Click on More Login Options.

 

 

3. Type in templeuniversity (no spaces) and then click the Next button.

 

4. Click on Temple SSO.

5. On the next screen, log in with your accessnet credentials. You may be prompted with Multi-Factor Authentication.

 

6. Once logged in, click on Collaborate/Communicate.

 

 

How to Make a Call (all incoming and outgoing calls are recorded):

1. Click on the Interactions icon (bottom icon, lower left) 
2. Click on the Start a conversation icon (upper left) 
3. Under the Make Call tab:
   • select your department's queue from the drop-down in the On behalf of queue field
   • enter the phone number of the person you're trying to reach in the Please enter a number or contact field and hit Enter on your keyboard
   • to start the call, click on the Call button
     • if needed, use the dial pad when prompted with a phone menu
     • when the client picks up, introduce yourself and inform them that the call is being recorded
   • once the call has ended, click the End Call icon at the top of the page
   • complete any work related to your call 
   • click the Done button in the bottom right when you're ready for your next call

Click HERE for an instructional video on how to make and end a call.

 

How to Accept a Call (all incoming and outgoing calls are recorded):

1. Place yourself On Queue in order to accept calls
   • After logging into Genesys Cloud, click the toggle to the left of Off Queue, in the upper right, to place yourself on queue. 
2. Click on the Answer button in order to accept a phone call
   • once the call has ended, click the End Call icon at the top of the page
   • complete any work related to your call 
   • click the Done button in the bottom right when you're ready for your next call

Click HERE for an instructional video on how to accept and end a call.

 

How to Log Out of Genesys Cloud:

1. Click the circle icon in the upper left to access your settings
2. Click the Logout button in the lower right of the settings screen

Click HERE for an instructional video on how to log out.

 

Tool Bar:

 User Settings: Update your status or log off of Genesys. Current status options are: Available, Busy, Away, Break, Meal, Meeting, and Training. When any of these options are selected, you are taken OFF queue and will not receive calls. You must be ON queue (upper right) to receive calls. (see above for instructions)

 Favorites: Add to your favorites (frequently contacted Genesys users) by typing in their name in the Add to Favorite search bar. 

 Chat: Send private direct messages or call other Genesys users under the  icon or you can create group chats under the  icon.

 Calls: View your incoming and outgoing call log. DO NOT use this area to make phone calls. 

 Agent Assistance: Chat area where you can communicate with other Genesys users within the university. This area is not private and can be seen by other Genesys users within the university.

 Interactions: The area where you make and receive calls. All calls are recorded. (see above for instructions)

 

Options During a Live Call: 

Dial pad: Use this option if presented with a phone menu.

Mute: Use this option to momentarily mute the call. The client will not be able to hear you, but you will be able to hear the client. This option is usually used when a consultant needs to cough or sneeze. 

Hold: Use this option to place the client on hold. The client will hear music while on hold.

Transfer: Use this option to transfer a call.

Consult: When transferring a call, use this option to first speak with the person you're transferring the client to. You may use this option to explain the situation before connecting the client.

Stop/End Secure Pause: Use this option to momentarily stop the call from being recorded.

End Call: Use this option to end the call.

 

If you need any further assistance, feel free to reach out to the Genesys Cloud team at helix@temple.edu.