Genesys Cloud - Main

Hello Team

I have a scenario which I could not find anything obvious in either the logs of the interaction OR anything posted around this scenario.
The screenshot below is from our outbound dialer. Our consultant attempted to schedule a callback later in the day
(call taken at 11am and customer requested a call back on the same day at 3:15pm) 
But the consultant received this error message.


I could understand if either the scheduled call back was either too far in the future or a date and time was accidentally selected for a past date. but this is the first instance I have seen were one for later in the same day has occurred.

Id be interested in seeing what anyone could suggest OR if this has occurred for anyone else

Kind Regards

Was the number specified and was it formatted properly?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-17-2024 18:11
From: Adam Dorney
Subject: An error occurred scheduling the callback

Hello Team

I have a scenario which I could not find anything obvious in either the logs of the interaction OR anything posted around this scenario.
The screenshot below is from our outbound dialer. Our consultant attempted to schedule a callback later in the day
(call taken at 11am and customer requested a call back on the same day at 3:15pm) 
But the consultant received this error message.


I could understand if either the scheduled call back was either too far in the future or a date and time was accidentally selected for a past date. but this is the first instance I have seen were one for later in the same day has occurred.

Id be interested in seeing what anyone could suggest OR if this has occurred for anyone else

Kind Regards

#Outbound

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Adam Dorney
Red Energy Pty Ltd.
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Yeah it was, What was strange they day before (16th Jan) they were able to organise a scheduled callback for the same interaction. 

Was the number specified and was it formatted properly?

Hello Team

I have a scenario which I could not find anything obvious in either the logs of the interaction OR anything posted around this scenario.
The screenshot below is from our outbound dialer. Our consultant attempted to schedule a callback later in the day
(call taken at 11am and customer requested a call back on the same day at 3:15pm) 
But the consultant received this error message.


I could understand if either the scheduled call back was either too far in the future or a date and time was accidentally selected for a past date. but this is the first instance I have seen were one for later in the same day has occurred.

Id be interested in seeing what anyone could suggest OR if this has occurred for anyone else

Kind Regards

Going to be a tough one to figure out.  I guess looking at the console and network logs at the time might show any connectivity issues.  I might take a guess that the original callback was not removed properly when the agent picked it up or that somehow the callback disconnected before it could be scheduled.  If you can repeat it, maybe Genesys could look into it. but it will be very hard to track down without that.  

Yeah it was, What was strange they day before (16th Jan) they were able to organise a scheduled callback for the same interaction. 

Was the number specified and was it formatted properly?

Hello Team

I have a scenario which I could not find anything obvious in either the logs of the interaction OR anything posted around this scenario.
The screenshot below is from our outbound dialer. Our consultant attempted to schedule a callback later in the day
(call taken at 11am and customer requested a call back on the same day at 3:15pm) 
But the consultant received this error message.


I could understand if either the scheduled call back was either too far in the future or a date and time was accidentally selected for a past date. but this is the first instance I have seen were one for later in the same day has occurred.

Id be interested in seeing what anyone could suggest OR if this has occurred for anyone else

Kind Regards