Genesys Cloud (formerly PureCloud)

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Choose callback at any time during the wait by caller

  • 1.  Choose callback at any time during the wait by caller

    Posted 4 days ago
    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)


  • 2.  RE: Choose callback at any time during the wait by caller

    Posted 21 hours ago
    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.

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    Mike Steinke
    Inflow Communications
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  • 3.  RE: Choose callback at any time during the wait by caller

    Posted 21 hours ago
    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.

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    Mostafa Oudderhem
    Coverage-Communication
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