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  • 1.  Auto Start and Auto End Callbacks/Preview Dials

    Posted 05-01-2025 09:31
    No replies, thread closed.

    We just enabled the ability for Genesys to Automatically start and end callbacks.  However, it does not appear to be working.  We have enabled it for not only our regular Inbound queues but also for our Inbound queue that receives the Preview Dials for an outbound campaign.  The system is NOT dialing out and NOT auto ending, at all.  What am I missing?


    #Outbound
    #Unsure/Other

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Auto Start and Auto End Callbacks/Preview Dials

    Posted 05-01-2025 14:18
    No replies, thread closed.

    Hey Gina,

    Looking at your screenshot, it looks like everything should be good. I would recommend collecting a few failed interactionIDs and reaching out to Customer Care to see what is happening on the backend. If you do, please let me know what the case number is and I can help monitor the issue.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Auto Start and Auto End Callbacks/Preview Dials

    Posted 06-19-2025 10:30
    Edited by Jason Kleitz 08-07-2025 13:26
    No replies, thread closed.

    Hi Gina,

    Can you confirm if this ever worked for you? Since it requires enabling Communicate Level After Call Work our org hasn't implemented this feature  yet, but am curious to know if you got this working for Preview calls. While Preview calls come in as 'callbacks' they seem to be categorized differently than regular callbacks, and the documentation isn't clear if the auto start/auto end would also apply for Preview calls.

    Thank you



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    Evan Coleman
    Dialer Administrator - Optum Inc.
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    Original Message


  • 4.  RE: Auto Start and Auto End Callbacks/Preview Dials

    Posted 06-19-2025 11:40
    No replies, thread closed.

    Hi @Evan Coleman It appears to be working.  It can we hard to tell but the amount if people sitting on these Preview Dial calls has decreased.  We have the After Call Work for the queue in which we run these through, set at 60 seconds.



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Auto Start and Auto End Callbacks/Preview Dials
    Best Answer

    Posted 06-20-2025 04:09
    No replies, thread closed.

    Hi Evan,

    This is a setting for callbacks specifially. Preview call (eventhough the object in the backgournd is callback) is lead by dialer and campaign. We don't have Preview call end functionality YET (https://genesyscloud.ideas.aha.io/ideas/OTB-I-312)

    For preview calls you can look at the campaign settings, and here you can change the behaviour:

    Enable Preview Auto Answer >> will answer the preview object for the agent so they don't have to press button accept.

    Enable Preview Times >> this is setting where you can configure how long the dialer will wait for the agent to press dial. If they don't press dial within the time configured in Preview Timer, then the dial will start dialing for them.

    In dialer enviroment you'd not really want to push auto dialing of a call if you are pushing preview to agents and noramlly you'd use to preview to give them some time to prepare for a call.

    If this is not needed, you can also evaluate using Progressive mode. This dials 1 phone number per agent, so it is a slow automated mode. 

    Hope this helps.

    Cheers Hermina



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    Hermina Cosic
    Senior Solution Architect
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    Original Message


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