PureCloud

Discussion Thread View
Expand all | Collapse all

Cancel Callbacks waiting on queue by Administrator or agents

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

    Top 25 Contributor
    Posted 01-04-2019 09:14
    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 01-06-2019 03:59
    Edited by Sajid Abbas 01-06-2019 04:03
    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.

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------



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

    Top 25 Contributor
    Posted 01-07-2019 02:49
    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

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------



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

    GENESYS
    Posted 01-07-2019 08:55
    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

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------



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

    GCAP Member
    Posted 01-07-2019 09:24
    I think this sounds like a great idea. Submit this as an idea and you will have my vote!

    ------------------------------
    Tobias Zackrisson
    Elkjøp Norge AS
    ------------------------------