State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

4.1 Receiving a Call from a Queue

Demo Video

Receiving a Call from a Queue

4.1.1 Go On Queue

To receive calls, the agent must be On Queue. If not On Queue, click the Off Queue toggle or click the Go On Queue button from the Agent Workspace page in the Conversations pane.

Off Queue:

On Queue:

4.1.1.1 Notification of a Queue Call

Incoming call notifications display at the top of the user interface. If the interactions pane is open, the display is on the left side of the user interface and includes information about the call including CallerID, queue, and interaction ID.

If using an external phone line designated with the Genesys Cloud account, answer the call from the physical phone. Do not click Answer on in the conversations pane or on the popup notification.

If using a WebRTC phone click Answer in the conversations pane or on the popup notification. 

4.1.1.2 Ending a Queue Call

Click the end call button to end the call. Ending a call looks the same if using a WebRTC phone. 

The after call activities timer starts when the call ends. Users may need to enter a wrap-up code after they end a call if their Income Maintenance (IM) agency requires it. After completing any after call work, click Done to stop the after call timer and return to On Queue to receive additional calls.
 

Note	If Done is not clicked following a call or after listening to a voicemail, the after call timer continues to run.

4.1.2 Agent Training Call Flow

The agent training call flow is a way for the agent to practice receiving calls from the queue and to familiarize themselves with Genesys Cloud before receiving live calls. Agents can use the training call to practice using the different features in Genesys such as receiving and transferring a call, putting a call on hold, start a conference call, and consult with a call.  

4.1.2.1 Receiving a Practice Call from the Queue

Demo Video

Receiving a Practice Call from the Queue

Each agent is given a five-digit training ID number received from their supervisor, Administrator, or the Genesys Cloud team. The five-digit training ID is required to receive calls from the training queue. 

1. Enter log in credentials, click Log In. 
2. Click the Go On Queue button from the Agent Workspace page in the Conversations pane, or click the Off Queue toggle to On Queue in the toolbar (see Section 4.1.1 Go On Queue). By default, the agent status is set to Available (Off Queue). 

   Note	If the agent is assigned to other queues other than the training queue, this could result in live calls.

3. Dial 608-893-6918 from a phone other than the agent phone. 
4. The user enters their training ID when prompted. 
5. The user should receive a call appearing to come from the queue.
6. If using an external phone line designated with the Genesys Cloud account, answer the call from the physical phone. Do not click the Answer button in Genesys Cloud.     
   
   1. If using a WebRTC phone, click Answer in the conversations pane or on the popup notification.
      
   2. Click on the Expand button if the Caller Information section is collapsed (see Section 4.7 Expanding the Interactions Pane).
   3. Click on the notes button to see the Caller Information view.
       
7. While on the call, notice the Caller Information section and practice the functionality within the call handling ribbon.
    
8. After becoming familiar with the features, click on the end call button or hang up the call. 
9. Complete any required after call work and click Done.
    
10. The agent status displays as On Queue, ready to take another call.
     

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Publication Number: P-03208