Genesys Cloud - Main

Hi @Genesys Community,

when callbacks are being made, its forcing users to select a wrap up code. When inbound calls are made, they can click done without a wrap up code. That's the issue. And we just found it on a callback, we aren't clear if that's it or not yet. 

#API/Integrations
#ArchitectureandDesign
#Implementation
#Outbound
#Routing(ACD/IVR)

------------------------------
Haridass Sarangan
------------------------------

Hello Haridass,

This is expected behavior: "When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional." Configure after call work settings

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hi Samuel Jillard,

These are automatic callbacks not agents making callbacks.

------------------------------
Haridass Sarangan
------------------------------

Original Message:
Sent: 09-04-2025 07:44
From: Samuel Jillard
Subject: Callback Call - wrapup code

Hello Haridass,

This is expected behavior: "When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional." Configure after call work settings

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

So, the users arent being forced to select a wrap code? The system is auto assigning a wrapcode?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 09-04-2025 11:16
From: Haridass Sarangan
Subject: Callback Call - wrapup code

Hi Samuel Jillard,

These are automatic callbacks not agents making callbacks.

------------------------------
Haridass Sarangan
------------------------------


Original Message:
Sent: 09-04-2025 07:44
From: Samuel Jillard
Subject: Callback Call - wrapup code

Hello Haridass,

This is expected behavior: "When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional." Configure after call work settings

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

@Haridass Sarangan Are these part of an Outbound campaign, where the system automatically calls back to a number that is Busy, No Answer, etc., for a specified number of times?

What are some of the Wrap-up Codes you are seeing?

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------

Original Message:
Sent: 09-04-2025 11:16
From: Haridass Sarangan
Subject: Callback Call - wrapup code

Hi Samuel Jillard,

These are automatic callbacks not agents making callbacks.

------------------------------
Haridass Sarangan
------------------------------


Original Message:
Sent: 09-04-2025 07:44
From: Samuel Jillard
Subject: Callback Call - wrapup code

Hello Haridass,

This is expected behavior: "When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional." Configure after call work settings

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees