Hope these help:
1. A callback is just like a call except it has no in-queue handling, so it will stay in the queue until answered. With a call, you can flow out at a given time, but not with a callback.
2. There is no No Answer timeout like in PureConnect. You could easily do this with an API call for notifications and then act on it with another API call, but the only thing you have is the ability to alert, but not act on time in queue.
2.1. N/A
3. Yes, you could check the queue for the number of callback interactions and then allow or not allow more to be offered in the In-queue flow with a simple API call.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 08-18-2020 09:25
From: William Martín Chávez González
Subject: Behavior of callbacks offered in queued call flows
Good morning, Community:
If we schedule a callback by using the Architect In-Queue CallFlow Action called Create Callback,
- How long will the callback remain in the queue until it is answered?
- Genesys Cloud set any timeout to answer this type of interactions?
2.1. If so, what happens to callback interactions that could not be answered by agents in the timeout defined? - If not, it is possible to set a threshold or limit of the number of callbacks created in order to stop to offer them in an in-queue call flow?
Thank you, I appreciate your clarifications.
#DigitalChannels
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William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
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