Genesys Cloud - Main

Hi,

Is it possible to configure the IQF Flow in order to purpose the Callback option and the caller can choose this option (by selecting one for example) at any time during the waiting time ?

Thank you in advance.
#Routing(ACD/IVR)

You would need to have your Input Audio in your Collect Input step be an audio sequence including the "press 1 at and time to leave a callback" prompt and the MoH prompt.  The system MoH prompt is something like 3.5 mins if memory serves, so the result would be looping through every 3.5 and start at the top, meaning the caller would again hear the "press 1..." bit.  Other option would be to create your own MoH prompt that has a shorter duration so you would repeat the "press 1" bit sooner.

------------------------------
Mike Steinke
Inflow Communications
------------------------------

Hi Mike,

Thanks for your feedback and this purposed solution, I have think to do the same thing, it will replies to the customer needs.

Thank you.

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

Original Message:
Sent: 10-19-2020 10:41
From: Mike Steinke
Subject: Choose callback at any time during the wait by caller

You would need to have your Input Audio in your Collect Input step be an audio sequence including the "press 1 at and time to leave a callback" prompt and the MoH prompt.  The system MoH prompt is something like 3.5 mins if memory serves, so the result would be looping through every 3.5 and start at the top, meaning the caller would again hear the "press 1..." bit.  Other option would be to create your own MoH prompt that has a shorter duration so you would repeat the "press 1" bit sooner.

------------------------------
Mike Steinke
Inflow Communications
------------------------------