Call controls in Omni-Channel

Publisher

Genesys

URL

https://help.genesys.cloud/articles/call-controls-in-omni-channel/

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Genesys Resource Center terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• An incoming call must appear in the Omni-Channel widget before the agent answers it, because the Voice Call record must be created in Salesforce before the call is marked connected. in context
• The Genesys Omni-Channel Phone tab provides Phone Book, Hold, Mute, Blind Transfer, Resume, Add Caller, Keypad and End Call. in context
• Agents must transfer calls from the Omni-Channel widget rather than the desk phone so that the Voice Call record is created in Salesforce. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Call controls in Omni-Channel. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-rc-call-controls-omni-channel

BibTeX

@misc{warmtransfer-genesys-rc-call-controls-omni-channel,
  title  = {Call controls in Omni-Channel},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-rc-call-controls-omni-channel},
  note   = {Genesys, accessed 2026-09-25}
}