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  • 1.  Auto end is not working for in queue call backs

    Posted 01-25-2024 16:36
    No replies, thread closed.

    I have enabled auto answer and automatically start and end callbacks for one of voice test queues. As per recommendation in Genesys Cloud article, I can confirm that "Enforce Communication Level After Call Work (ACW)" is enabled under Organization Settings and agent role has Conversation--> Settings --> View permission enabled.

    However auto end is still not working. Can you please advise on what am I missing?


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Sharath Patil
    Patelco Credit Union
    ------------------------------


  • 2.  RE: Auto end is not working for in queue call backs

    Posted 01-26-2024 15:35
    Edited by Luke Murphy 01-26-2024 15:35
    No replies, thread closed.

    I am working on this exact thing actually and I haven't fully tested this yet, but that setting should be enabled per Genesys so you are the right track, did you also enable it on the queue level? Picture attached for automatically start and end callbacks.



    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------

    Original Message


  • 3.  RE: Auto end is not working for in queue call backs

    Posted 01-26-2024 15:48
    No replies, thread closed.

    I am going to test next week, I will keep you posted, but just curious if that queue setting may help as well.

    Thanks,

    Luke



    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------

    Original Message


  • 4.  RE: Auto end is not working for in queue call backs

    Posted 01-26-2024 16:07
    No replies, thread closed.

    Hi Luke,

    Thanks for responding.

    I did enable mentioned option before testing. Opened a Genesys case as well, will keep you posted what Genesys says about this.



    ------------------------------
    Sharath Patil
    Patelco Credit Union
    ------------------------------

    Original Message


  • 5.  RE: Auto end is not working for in queue call backs

    Posted 01-26-2024 16:11
    No replies, thread closed.

    Thanks for the update Sharath, I actually got this recommendation from Genesys ticket myself, so I will be curious what they tell you as they told me the exact setting you have to be enabled. Keep us posted, I will still test next week and let you know what I find.

    Thanks,

    Luke



    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------

    Original Message


  • 6.  RE: Auto end is not working for in queue call backs
    Best Answer

    Posted 02-01-2024 16:27
    Edited by Cameron Tomlin 07-11-2024 11:06
    No replies, thread closed.

    Hi Sharath, through my testing, you will also need to use the setting "After Call Work" inside the queue item in the general tab.

    Contact Center / Queues.

    This option should be set to one of the Mandatory options, if you have optional, or agent requested it will not work.

    I have confirmed once that setting is set from the queue item, this behavior then works properly!



    ------------------------------
    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
    ------------------------------

    Original Message


  • 7.  RE: Auto end is not working for in queue call backs

    Posted 02-01-2024 17:07
    No replies, thread closed.
    Thanks Luke, got the same recommendation from Genesys. Working fine with ACW other than agent requested.



    Original Message


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