Genesys Cloud - Main

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,

Richard,

Thank you for the response! I haven't heard back from Genesys Support yet so this is definitely helpful info. I suppose I have a follow up question regarding what impact it would have if we disable "Callbacks Preserve and Routing Data and Original Call". I couldn't find much documentation on this parameter online unfortunately.

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,

Hi Jonathan,

Here is the release note from 20 January:

Preserve routing information for callbacks and voicemails

Administrators can now preserve such routing information as skills, language, and priority from original calls for callbacks and ACD voicemails. This feature ensures that callbacks and voicemails retain the routing details from the original call, such as assigned skills, language preferences, and priority. With this enhancement, Genesys Cloud helps connect customers to agents who are best suited to handle their specific needs. This setting applies to agent first callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. For example, when an inbound call creates a callback request, the system now retains the original interaction's routing data, including skills (such as technical expertise), language (such as Spanish or French), and any defined priority.

Because this is a new feature which we haven't relied on in our designs turning this option off as a temporary fix was no big deal for us.

As soon as Genesys release the fix we will turn this option back on so we can take advantage of it.

Thanks,

Richard,

Thank you for the response! I haven't heard back from Genesys Support yet so this is definitely helpful info. I suppose I have a follow up question regarding what impact it would have if we disable "Callbacks Preserve and Routing Data and Original Call". I couldn't find much documentation on this parameter online unfortunately.

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,