Hi, I found a problem with the PureCloud CallBacks in a determined circumstance:

1. Agent is on queue
2. Inbound call comes
3. Agent doesn't answer
5. The IVR creates the callback, in the same time the call (to the agent in queue) disconnect and another interaction (it seems the callback) is proposed  to the same agent for a limited time (3/4 seconds) - this limited time seems to be the time spent between when the IVR creates the callback till the call was disconnected

6. After this the callback created is no longer proposed to another available agents

Sorry for my English

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Sergio Rota
F1 Consulting & Services srl
------------------------------

Hi Sergio,

I think the same logical issue is still active on Genesys Cloud. Did you ever come up with a workaround for this?


Br

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Rami Mantere
Telia Finland Oyj
------------------------------

Original Message:
Sent: 04-19-2018 04:24
From: Sergio Rota
Subject: CallBack Issues

Hi, I found a problem with the PureCloud CallBacks in a determined circumstance:

1. Agent is on queue
2. Inbound call comes
3. Agent doesn't answer

4. After a scheduled time the caller decide to create a callback (this because the IVR was built with this option)

5. The IVR creates the callback, in the same time the call (to the agent in queue) disconnect and another interaction (it seems the callback) is proposed  to the same agent for a limited time (3/4 seconds) - this limited time seems to be the time spent between when the IVR creates the callback till the call was disconnected

6. After this the callback created is no longer proposed to another available agents

Sorry for my English

------------------------------
Sergio Rota
F1 Consulting & Services srl
------------------------------

The solution would be to set the agent phones to auto-answer, so that you don't run into the race condition where the call is alerting on the agent while at the same time playing the menu offering the Callback in the In-Queue Call flow.

Of course, then you risk callers getting connected without an agent there, if the agents walk away from the desk forgetting to go Off Queue.

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 06-22-2020 05:08
From: Rami Mantere
Subject: CallBack Issues

Hi Sergio,

I think the same logical issue is still active on Genesys Cloud. Did you ever come up with a workaround for this?


Br

------------------------------
Rami Mantere
Telia Finland Oyj

Original Message:
Sent: 04-19-2018 04:24
From: Sergio Rota
Subject: CallBack Issues

Hi, I found a problem with the PureCloud CallBacks in a determined circumstance:

1. Agent is on queue
2. Inbound call comes
3. Agent doesn't answer

4. After a scheduled time the caller decide to create a callback (this because the IVR was built with this option)

5. The IVR creates the callback, in the same time the call (to the agent in queue) disconnect and another interaction (it seems the callback) is proposed  to the same agent for a limited time (3/4 seconds) - this limited time seems to be the time spent between when the IVR creates the callback till the call was disconnected

6. After this the callback created is no longer proposed to another available agents

Sorry for my English

------------------------------
Sergio Rota
F1 Consulting & Services srl
------------------------------