Genesys Cloud - Main

Hi all, 

We recently built out and began using callbacks within our call center. When looking for mishandled callbacks we noticed there was one call were a customer requested a callback, they entered a different phone number that they wanted to be called back on and right after they did this- the call was delivered to the agent as an inbound call from the original phone number. When watching the screen recording- its one complete recording, not broken up as callbacks normally are (initial call, then call back). However, the system logs read this call as a "callback".

 Is it possible that the customer called in, requested the call back, and before they hung up an agent became available and accepted the call? I was under the impression that once a person selected "callback" they were no longer in the inbound call queue.

Just curious if this is a normal oddity that can happen- or if something is not functioning correctly in our call routing..etc. 

Thanks!

The create callback action in a flow is not a terminating action.  The flow author needs to add a disconnect after it.

Hi all, 

We recently built out and began using callbacks within our call center. When looking for mishandled callbacks we noticed there was one call were a customer requested a callback, they entered a different phone number that they wanted to be called back on and right after they did this- the call was delivered to the agent as an inbound call from the original phone number. When watching the screen recording- its one complete recording, not broken up as callbacks normally are (initial call, then call back). However, the system logs read this call as a "callback".

 Is it possible that the customer called in, requested the call back, and before they hung up an agent became available and accepted the call? I was under the impression that once a person selected "callback" they were no longer in the inbound call queue.

Just curious if this is a normal oddity that can happen- or if something is not functioning correctly in our call routing..etc. 

Thanks!

It looks like a termination path was set on that particular flow- is it possible that an agent could answer the call while the call was still going through our callback flow?

The create callback action in a flow is not a terminating action.  The flow author needs to add a disconnect after it.

Hi all, 

We recently built out and began using callbacks within our call center. When looking for mishandled callbacks we noticed there was one call were a customer requested a callback, they entered a different phone number that they wanted to be called back on and right after they did this- the call was delivered to the agent as an inbound call from the original phone number. When watching the screen recording- its one complete recording, not broken up as callbacks normally are (initial call, then call back). However, the system logs read this call as a "callback".

 Is it possible that the customer called in, requested the call back, and before they hung up an agent became available and accepted the call? I was under the impression that once a person selected "callback" they were no longer in the inbound call queue.

Just curious if this is a normal oddity that can happen- or if something is not functioning correctly in our call routing..etc. 

Thanks!

Yes

It looks like a termination path was set on that particular flow- is it possible that an agent could answer the call while the call was still going through our callback flow?

The create callback action in a flow is not a terminating action.  The flow author needs to add a disconnect after it.

Hi all, 

We recently built out and began using callbacks within our call center. When looking for mishandled callbacks we noticed there was one call were a customer requested a callback, they entered a different phone number that they wanted to be called back on and right after they did this- the call was delivered to the agent as an inbound call from the original phone number. When watching the screen recording- its one complete recording, not broken up as callbacks normally are (initial call, then call back). However, the system logs read this call as a "callback".

 Is it possible that the customer called in, requested the call back, and before they hung up an agent became available and accepted the call? I was under the impression that once a person selected "callback" they were no longer in the inbound call queue.

Just curious if this is a normal oddity that can happen- or if something is not functioning correctly in our call routing..etc. 

Thanks!