Sarah,

We did this in Engage Cloud last year.  I can send you the logic we used and though it will have to be converted into Architect flows, a lot of thought was put into the overall logic, so you might find it useful.  We went this route because we banned the use of VoiceMail due to lack of good reporting and ability for management oversight. This is an area that Genesys should focus on for additional functionality.

We have a service that operates Monday to Friday 8am to 8pm for which we want to offer an after-hours caller the option to request a callback where they will be called back during the normal service operation hours, i.e. from the following 8am.

For after hours, our Genesys Cloud Inbound Call Flow is configured to play a prompt to advise the times the service is open and offer a callback. If the callback option is chosen, the callback presents to the next available agent with the appropriate skills/queue assignments etc regardless of the time.

Is it possible to configure it so that a callback created after-hours is only presented to agents from 8am (the start of our open hours for the service)? (We don't want to rely on the agents taking themselves off a queue outside of the hours that the service is operated, then having to put themselves back on in service hours.)

I found this FAQ which indicates it may not be possible - Can Genesys Cloud set callable times for callbacks? - Genesys Cloud Resource Center

Thanks in advance.

Sarah,

We did this in Engage Cloud last year.  I can send you the logic we used and though it will have to be converted into Architect flows, a lot of thought was put into the overall logic, so you might find it useful.  We went this route because we banned the use of VoiceMail due to lack of good reporting and ability for management oversight. This is an area that Genesys should focus on for additional functionality.

We have a service that operates Monday to Friday 8am to 8pm for which we want to offer an after-hours caller the option to request a callback where they will be called back during the normal service operation hours, i.e. from the following 8am.

For after hours, our Genesys Cloud Inbound Call Flow is configured to play a prompt to advise the times the service is open and offer a callback. If the callback option is chosen, the callback presents to the next available agent with the appropriate skills/queue assignments etc regardless of the time.

Is it possible to configure it so that a callback created after-hours is only presented to agents from 8am (the start of our open hours for the service)? (We don't want to rely on the agents taking themselves off a queue outside of the hours that the service is operated, then having to put themselves back on in service hours.)

I found this FAQ which indicates it may not be possible - Can Genesys Cloud set callable times for callbacks? - Genesys Cloud Resource Center

Thanks in advance.

Sarah,

We did this in Engage Cloud last year.  I can send you the logic we used and though it will have to be converted into Architect flows, a lot of thought was put into the overall logic, so you might find it useful.  We went this route because we banned the use of VoiceMail due to lack of good reporting and ability for management oversight. This is an area that Genesys should focus on for additional functionality.

We have a service that operates Monday to Friday 8am to 8pm for which we want to offer an after-hours caller the option to request a callback where they will be called back during the normal service operation hours, i.e. from the following 8am.

For after hours, our Genesys Cloud Inbound Call Flow is configured to play a prompt to advise the times the service is open and offer a callback. If the callback option is chosen, the callback presents to the next available agent with the appropriate skills/queue assignments etc regardless of the time.

Is it possible to configure it so that a callback created after-hours is only presented to agents from 8am (the start of our open hours for the service)? (We don't want to rely on the agents taking themselves off a queue outside of the hours that the service is operated, then having to put themselves back on in service hours.)

I found this FAQ which indicates it may not be possible - Can Genesys Cloud set callable times for callbacks? - Genesys Cloud Resource Center

Thanks in advance.