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Automatically start and end callbacks

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  • 1.  Automatically start and end callbacks

    Posted 03-19-2025 22:01
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: Automatically start and end callbacks

    Posted 03-19-2025 22:27
    No replies, thread closed.

    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
    ------------------------------



  • 3.  RE: Automatically start and end callbacks

    Posted 03-19-2025 22:38
    Edited by Phaneendra Avatapalli 03-19-2025 22:39
    No replies, thread closed.

    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


  • 4.  RE: Automatically start and end callbacks

    Posted 03-19-2025 22:43
    No replies, thread closed.

    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


  • 5.  RE: Automatically start and end callbacks

    Posted 03-19-2025 23:01
    No replies, thread closed.

    Hi Robert, 

    Thank you is it a scheduled callback tool?

    Regards

    Phaneendra



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

    Original Message


  • 6.  RE: Automatically start and end callbacks

    Posted 03-19-2025 23:15
    No replies, thread closed.

    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


  • 7.  RE: Automatically start and end callbacks

    Posted 03-19-2025 23:33
    No replies, thread closed.

    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


  • 8.  RE: Automatically start and end callbacks

    Posted 03-19-2025 23:35
    No replies, thread closed.

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



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

    Original Message


  • 9.  RE: Automatically start and end callbacks

    Posted 03-19-2025 23:41
    No replies, thread closed.

    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


  • 10.  RE: Automatically start and end callbacks
    Best Answer

    Posted 03-20-2025 00:23
    No replies, thread closed.

    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


  • 11.  RE: Automatically start and end callbacks

    Posted 03-20-2025 00:33
    Edited by Phaneendra Avatapalli 03-20-2025 00:39
    No replies, thread closed.

    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


  • 12.  RE: Automatically start and end callbacks

    Posted 03-20-2025 02:27
    No replies, thread closed.

    Thank you, Robert! I made the change, and it works like a champ. I really appreciate your help, as always.



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

    Original Message


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