GENESYS CLOUD

PHONE SYSTEM
TECHNOLOGY GUIDE

Customer Success and Sales

 INTRODUCTION to
GENESYS CLOUD

What is Genesys Cloud?

Genesys Cloud is a phone system used at Housecall Pro. It

integrates directly into Salesforce and is the primary system
you will use to communicate with Pros. For current Talkdesk
users, this system will be replacing Talkdesk.

Why is this document important for you?

This technology guide will cover how it works for your role
and make sure you are set up for success when it comes time
for you to use the phone system.
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

ACCESSING THE PHONE SYSTEM

Step 1| Once in
Salesforce, Click
on the phone
icon in the
bottom left
corner to open
the phone
system

Note for
current
Talkdesk users:
Genesys Cloud is
built directly into
Salesforce, so
there is no need
to download
anything separate
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

NAVIGATING THE PHONE SYSTEM

End Dial
Pick up Hold Mute Transfer
Call Pad

Click this to Click this to

access the set your
settings status
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

RELATING AN INBOUND CALL TO A CONTACT, LEAD OR ACCOUNT IN

SALESFORCE

Step 1 | Click on
the “Interaction
Log” icon

Step 2 | Click
“Name” and
choose the Lead
or Contact of the
person you
spoke with

Step 3 | Click on
"Related To" and
choose the
correct Account
associated with
the call.

Note: If there is
no Account in
this section, you
may leave it
blank.
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

HOW TO CONSULT TRANSFER CALLS

Step 1 | Click on
the transfer icon

Step 2 | Type the

name of the
agent you want
to transfer to
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

HOW TO CONSULT TRANSFER CALLS

Step 3 | Choose
consult transfer

Note: This type

of transfer will
allow you to
speak privately
with the new
agent before
bringing the Pro
into the
conversation

For current
Talkdesk users:
This is the new
name for “warm”
transfer

Step 4 | Give the

new agent any
details needed,
then when you
are both ready
click “All” to bring
the Pro into the
conversation
 TECHNOLOGY GUIDE
GENESYS CLOUD PHONE SYSTEM

HOW TO CONSULT TRANSFER CALLS

Step 5 | Click the

transfer icon
again and click
complete

Step 6 | Choose
your wrap-up
code and click
done