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  • 1.  An error occurred scheduling the callback

    Posted 01-17-2024 18:11
    No replies, thread closed.

    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

    ------------------------------
    Adam Dorney
    Red Energy Pty Ltd.
    ------------------------------


  • 2.  RE: An error occurred scheduling the callback

    Posted 01-17-2024 18:35
    No replies, thread closed.

    Was the number specified and was it formatted properly?



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



  • 3.  RE: An error occurred scheduling the callback

    Posted 01-17-2024 18:42
    Edited by Adam Dorney 01-17-2024 23:34
    No replies, thread closed.

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



    ------------------------------
    Adam Dorney
    Red Energy Pty Ltd.
    ------------------------------

    Original Message


  • 4.  RE: An error occurred scheduling the callback
    Best Answer

    Posted 01-17-2024 23:24
    No replies, thread closed.

    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.  



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

    Original Message


  • 5.  RE: An error occurred scheduling the callback

    Posted 01-17-2024 23:36
    No replies, thread closed.

    Hi Robert, thanks for getting back to us. Does give me a few other areas to look at. Was a bit of a Hail Mary to see if anyone else may have experienced the same scenario. 
    Definitely will keep our eyes peeled if it does repeat the same error.
    Thanks again



    ------------------------------
    Adam Dorney
    Red Energy Pty Ltd.
    ------------------------------

    Original Message


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