Genesys Cloud CX

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  • 1.  ACD Callbacks/Voicemails | Unable to dial out on behalf of queue

    Posted 12-05-2022 15:44
    Searched the community and ideas board, but didn't find a related topic. Figured I'd ask the community to see if anyone else has experienced and/or solved for this scenario:

    1. Agent answers a callback/voicemail interaction and sees the callback phone number.
    2. Agent clicks the callback phone number to iniate the outbound call.
    3. Given the agent is not offered the ability to dial out on behalf of a queue, the outbound Caller ID shows the generic trunk phone number instead. (NOTE: The queue the callback/voicemail resides in has a phone number tied to it, so one would think at a minimum the outbound call would use the phone number tied to the queue, but it doesn't.)
    What baffles me is the interaction starts in the Interactions tab, so not sure why the continuity of the "On Behalf of Queue" feature does not apply in this outbound scenario. Thoughts?
    #Outbound
    #Telephony

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    Brian Jones
    Ascension Health ? IS, Inc.
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  • 2.  RE: ACD Callbacks/Voicemails | Unable to dial out on behalf of queue

    Posted 12-07-2022 18:10
    The callback is created based on a queue from an incoming call or a web service call.  That queue would be the one that the outbound call will go out of and should show the OLI and Name that is set in that queue.  There is no need to show the on behalf of queue since it goes out of the queue by default.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: ACD Callbacks/Voicemails | Unable to dial out on behalf of queue

    Posted 12-07-2022 23:24
    You are correct that it does show the OLI tied to the queue the callback is in--if that queue has a number on it. I should've phrased my question better though and clarified that given we cannot dictate which queue the callback falls in, we are dependent on the queue having the correct number the caller should see tied to it. We have some flows where the calls come in from several different DNIS numbers, but land in the same inbound queue. As such, it's important for the agent to be able to pick one of the "outbound only queues" we created to dial on behalf of in order to dictate the Caller ID.

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    Brian Jones
    Ascension Health ? IS, Inc.
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  • 4.  RE: ACD Callbacks/Voicemails | Unable to dial out on behalf of queue
    Best Answer

    Posted 12-08-2022 10:11
    That's not going to be possible with the built-in call back function in architect. You might be able to accomplish this with a script button or selection and a button that would allow the agent to choose which queue to place the call back in.  The other option is to overflow to that queue first and immediately do a call back in that queue.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: ACD Callbacks/Voicemails | Unable to dial out on behalf of queue

    Posted 12-08-2022 11:04
    Thank you for confirming we will need to workaround this scenario, Robert. Really appreciate you responding so timely and overall.

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    Brian Jones
    Ascension Health ? IS, Inc.
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