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  • 1.  Callback functionality -- holding position in queue. Not so sure....

    Posted 03-18-2022 10:46
    No replies, thread closed.
    Genesys Documentation states:  The callback object placed in the queue takes the position in the queue of the original call and automatically acquires the same skill requirements and priority settings as the original call.

    My interpretation of this is that if the caller waited in-queue for 10 minutes, then entered callback, then the callback would be presented to an agent prior to a voice call that has waited 5 minutes, for instance.  Hence, "kept its place in queue".  However....

    In my experience, this is not the case -- the "timer" restarts completely as that callback interaction waits in queue.  I do not see how the caller that selected callback while in queue (recurring prompt to do so) gains the benefit of the wait time they invested in the queue once they select callback (and the timer restarts).  

    What are experiences of others with callback and "keeping it's position in queue"? 

    We're considering workarounds for this and before we do this, I'd like to validate experiences of other shops using this valuable tool/feature.  

    Thank you,
    Dan
    #Routing(ACD/IVR)

    ------------------------------
    Dan DeSive
    Acendas Travel
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  • 2.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-19-2022 20:59
    No replies, thread closed.
    From what I have found, when using the Create Callback took in Architect, all priority, skills, and time in queue are all maintained.  ACD Voicemail I found something different - it stripped the time in queue and reset the timer.  You might try writing out some participant data so you can compare the data between the call and the callback.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-21-2022 09:20
    No replies, thread closed.
    This is correct.  Callbacks maintain (inherit?) all properties of the original call.  ACD Voicemail, although "wrapped" in a callback object, resets all properties and enters the queue as a new object.

    Dan, please ensure the object you are referring to is indeed a simple Callback (with no voice recording embedded) and not ACD Voicemail (appears like a Callback but with the ability to listen to a recording).

    ------------------------------
    Thanks!

    Bob Shappell
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 4.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-21-2022 10:46
    No replies, thread closed.
    Bob, yes, this is the "create callback" feature.  

    So, it does seem that the collective thinking here is that once the caller enters callback after waiting for a period of time in-queue, the time waited is inherited -- although visually the timer resets to reflect how long the "callback leg" of that interaction has waited.  

    I appreciate those who took a few minutes to reply and help convince me (once again) that we do "retain the position in queue".  

    Now, I've gotta convince the business.  :-) 

    Cheers,
    Dan

    ------------------------------
    Dan DeSive
    Acendas Travel
    ------------------------------

    Original Message


  • 5.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-20-2022 14:33
    No replies, thread closed.
    How do you initiate the callback? Do you use IntAtt operation or manually with a handler? In latter case, remember you need to use Replace Interaction handler so the priority etc is inherited from the original call. Take a look at IntAttRequestCallback handler.

    ------------------------------
    Lukasz Zwierko
    DAMOVO POLSKA SP Z O O
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  • 6.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-20-2022 21:52
    No replies, thread closed.
    I think Dan is looking at Genesys Cloud, not PureConnect.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-21-2022 01:16
    No replies, thread closed.
    Ahh my bad ��

    pozdrawiam,
    Łukasz Zwierko



    Original Message


  • 8.  RE: Callback functionality -- holding position in queue. Not so sure....

    Posted 03-21-2022 10:39
    No replies, thread closed.
    Thanks, yes I should have stated things a bit clearer in terms of platform -- we are in Genesys Cloud.

    ------------------------------
    Dan DeSive
    Acendas Travel
    ------------------------------

    Original Message


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