​Hello,

Has anyone had agents report that the parent interaction will disconnect during a callback? I watched and listened to the recording and it could see the parent interaction showed as disconnected while the agent was talking to the customer.  It happened almost as soon as the call was connected.  The callback was no where near the time out and 2 minutes into the call the parent interaction was removed for IC with only the child being visible.  The interaction ID shows the call disconnected right away but there is no interaction ID for the child.

Thank you,
Tina
#Outbound

------------------------------
Tina Castro
NorthWestern Corporation
------------------------------

Hi Tina,

Thanks for posting your question here in the community! It was discussed in the first episode of the PureConnect Community Q&A Show! You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Original Message:
Sent: 09-16-2019 15:40
From: Tina Castro
Subject: Callbacks

​Hello,

Has anyone had agents report that the parent interaction will disconnect during a callback? I watched and listened to the recording and it could see the parent interaction showed as disconnected while the agent was talking to the customer.  It happened almost as soon as the call was connected.  The callback was no where near the time out and 2 minutes into the call the parent interaction was removed for IC with only the child being visible.  The interaction ID shows the call disconnected right away but there is no interaction ID for the child.

Thank you,
Tina
#Outbound

------------------------------
Tina Castro
NorthWestern Corporation
------------------------------

Hi,

Thanks so much for the link and letting me know.

Thanks!

------------------------------
Tina Castro
NorthWestern Corporation
------------------------------

Original Message:
Sent: 09-19-2019 13:05
From: Cole Callahan
Subject: Callbacks

Hi Tina,

Thanks for posting your question here in the community! It was discussed in the first episode of the PureConnect Community Q&A Show! You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 09-16-2019 15:40
From: Tina Castro
Subject: Callbacks

​Hello,

Has anyone had agents report that the parent interaction will disconnect during a callback? I watched and listened to the recording and it could see the parent interaction showed as disconnected while the agent was talking to the customer.  It happened almost as soon as the call was connected.  The callback was no where near the time out and 2 minutes into the call the parent interaction was removed for IC with only the child being visible.  The interaction ID shows the call disconnected right away but there is no interaction ID for the child.

Thank you,
Tina
#Outbound

------------------------------
Tina Castro
NorthWestern Corporation
------------------------------