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Cancel Callbacks waiting on queue by Administrator or agents

  • 1.  Cancel Callbacks waiting on queue by Administrator or agents

    Top 25 Contributor
    Posted 18 days ago
    Hi,

    I want to know if it is possible in Purecloud to cancel a callback waiting on queue by either an agent or administrator

    for example, a customer choose to be called back  while he was waiting a long time for an agent and then he disconnect the call

    In the meantime, this customer call again, and he got answered by an agent, so here the callback scheduled previously doesn't have sens

    Now, my question how to cancel this callback by agent ?

    Thank you in advance.
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: Cancel Callbacks waiting on queue by Administrator or agents

    Posted 16 days ago
    Edited by Sajid Abbas 16 days ago
    I don' think its possible to delete those callbacks (without involving APIs).

    We had certain callbacks created in our callbacks queue as part of testing the IVR. Now we don't actually needs to call those numbers but we can't delete them either. So what we did was -- logged in one test agent to that callbacks queue and agent started to receive callbacks. we disposed them off manually by either calling and disconnecting the call before it connects or just clicking 'End Callback' and disposing it off.

    This worked for us.

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
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  • 3.  RE: Cancel Callbacks waiting on queue by Administrator or agents

    Top 25 Contributor
    Posted 15 days ago
    Hi Sajid,

    Thanks for your reply, yes I think this is the best procedure without involving APIs

     I will check with customer what he prefer

    Thanks for your time

    Regards

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    Oudderhem Mostafa
    Coverage-Communication
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  • 4.  RE: Cancel Callbacks waiting on queue by Administrator or agents

    GENESYS
    Posted 15 days ago
    You mention the API. I think that is the only way to disconnect a callback in queue right now.

    See this other thread for some ideas:

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=9bf380fd-7014-4524-aa71-6da186f72258&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 5.  RE: Cancel Callbacks waiting on queue by Administrator or agents

    GCAP Member
    Posted 15 days ago
    I think this sounds like a great idea. Submit this as an idea and you will have my vote!

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    Tobias Zackrisson
    Elkjøp Norge AS
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