Genesys Cloud - Main

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

If you have any documentation on that tool, could you please share it? I couldn't find any.

We don't want a scheduled callback. Instead, if a user is in the queue waiting for an X amount of minutes, we would like to present a callback option whilst holding the place in the queue.

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

The only documentation I found is this https://help.mypurecloud.com/articles/create-callback-action/

If you have any documentation on that tool, could you please share it? I couldn't find any.

We don't want a scheduled callback. Instead, if a user is in the queue waiting for an X amount of minutes, we would like to present a callback option whilst holding the place in the queue.

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Hi Robert, 

I found it it's under flows--create a callback, hopefully this is it.

Regards

Phaneendra

The only documentation I found is this https://help.mypurecloud.com/articles/create-callback-action/

If you have any documentation on that tool, could you please share it? I couldn't find any.

We don't want a scheduled callback. Instead, if a user is in the queue waiting for an X amount of minutes, we would like to present a callback option whilst holding the place in the queue.

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

It can be configured in the in queue flow with the Create Callback tool.

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Yes, that is it.  Here are few threads that might help:

Genesys Cloud - Main - Genesys

Genesys Cloud CX - Genesys

Genesys Cloud - Main - Genesys

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

Original Message:
Sent: 03-19-2025 23:41
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Robert, 

I found it it's under flows--create a callback, hopefully this is it.

Regards

Phaneendra

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:34
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

The only documentation I found is this https://help.mypurecloud.com/articles/create-callback-action/

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:32
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

If you have any documentation on that tool, could you please share it? I couldn't find any.

We don't want a scheduled callback. Instead, if a user is in the queue waiting for an X amount of minutes, we would like to present a callback option whilst holding the place in the queue.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:14
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

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

Original Message:
Sent: 03-19-2025 23:01
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:43
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

It can be configured in the in queue flow with the Create Callback tool.

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

Original Message:
Sent: 03-19-2025 22:37
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Thank you, Robert. I'll check this. 

I hope it's possible to collect the ID before this block and save it in a script, hopefully.

Let me know your thoughts!

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-20-2025 00:23
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

Yes, that is it.  Here are few threads that might help:

Genesys Cloud - Main - Genesys

Genesys Cloud CX - Genesys

Genesys Cloud - Main - Genesys

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

Original Message:
Sent: 03-19-2025 23:41
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Robert, 

I found it it's under flows--create a callback, hopefully this is it.

Regards

Phaneendra

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:34
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

The only documentation I found is this https://help.mypurecloud.com/articles/create-callback-action/

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:32
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

If you have any documentation on that tool, could you please share it? I couldn't find any.

We don't want a scheduled callback. Instead, if a user is in the queue waiting for an X amount of minutes, we would like to present a callback option whilst holding the place in the queue.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 23:14
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

No, that tool only allows for a hold place in line callback.  You can create a data action to create a callback which can be scheduled.  Agents can schedule them as well manually. 

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

Original Message:
Sent: 03-19-2025 23:01
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Robert, 

Thank you is it a scheduled callback tool?

Regards

Phaneendra

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:43
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

It can be configured in the in queue flow with the Create Callback tool.

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

Original Message:
Sent: 03-19-2025 22:37
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Thank you, Robert.

Can we change the behavior in the in-queue flow to present a callback option instead of an ACD voicemail? Would we need a separate flow for this, or can it be configured within the existing flow?

Let me know your thoughts.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 03-19-2025 22:26
From: Robert Wakefield-Carl
Subject: Automatically start and end callbacks

ACD Voicemail and Callbacks are not the same.  Although they may present themselves to the agent in the same manner, they are not the same object type.  The Autodial/Autodisconnect is for Callbacks only. 

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

Original Message:
Sent: 03-19-2025 22:00
From: Phaneendra Avatapalli
Subject: Automatically start and end callbacks

Hi Everyone,

We present callbacks to our customers while they are waiting in the queue for more than 5 minutes. We also offer a callback option via a chatbot, which is a scheduled callback.

We have recently enabled this feature, and the issue we are experiencing is that it doesn't auto-dial or end the calls if the callback is requested through the IVR. In the IVR, we present a callback option to the user, which transfers them to leave a voicemail. However, when the callback is received by the agent, it doesn't auto-dial the number or auto-end the call.

The auto-dial & auto-end feature does work for scheduled callbacks, though, which are routed through a different queue.

Both these queues have the same settings like below the only difference is one being a scheduled callback and the other being a callback offer through IVR.

Below is what we have set up. Has anyone else experienced this issue, or am I missing something here?

Thanks in advance!

#Outbound

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------