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  • 1.  Callback

    Posted 06-29-2023 11:40
    No replies, thread closed.

    I have a customer who is currently using an in queue flow and wants to initiate a callback. If the call back is initiated and connects to an agent then that is fine and the agent can deal HOWEVER if the callback is returned and the customer is uncontactable they want the call to go to the back of the queue and then try the customer again. If the second callback is also missed the customer wants a message to be played to the person being called advising that they have called and they couldn't contact them telling the person to call them back and no further callbacks are attempted. Is this possible in any way ?.


    #ArchitectureandDesign
    #Telephony

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Callback

    Posted 06-29-2023 15:06
    No replies, thread closed.

    You might take a look at the automate callback blueprint https://developer.genesys.cloud/blueprints/automated-callback-blueprint/

    It uses an Outbound campaign, and that can be set to call back if the first attempt does not reach a live body. You could use some rules to play a different message to the customer on the second attempt. A bit complicated, but probably achievable.



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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    Original Message


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