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  • 1.  Callback - Scheduled

    Posted 03-27-2025 15:28
    No replies, thread closed.

    Hi there,

    Our organization is migrating from Engage to Cloud and have a question related to Scheduled Callbacks in Cloud. On Engage, in the inbound voice channel we offer the caller a callback and they can select Immediate or Scheduled. If they select scheduled, the caller is prompted to enter in their preferred day and time for their scheduled callback. Within a data table we have configurable values that dictate whether or not that preferred date/time is available and can be set up for the caller - specifically we can configure how many scheduled callbacks we will allow within a specified time window (slot capacity within a slot interval: such as 5 calls maximum within each 30 minute interval based on a specific set of business hours).  It sounds like scheduled callback is not available in this way within Cloud (we see the Agent can initiate a scheduled callback on behalf of the caller). Has anyone found a workable solution for allowing their callers to set up scheduled callbacks within the inbound voice channel?

    Thank you so much,

    Sheryl


    #ArchitectureandDesign

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    Sheryl McKercy
    Program Manager, Contact Centre Technologies
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  • 2.  RE: Callback - Scheduled
    Best Answer

    Posted 03-28-2025 15:47
    No replies, thread closed.

    Hello Sheryl,

    I'm not sure if you've seen the Resource Center articles on Scheduled Callbacks or Callback in campaigns, but those might be a great to read if you have not done so already. If there is something that you would like to see the Genesys Cloud platform do for you, Genesys encourages you to register your request through the Product Ideas Lab.

    To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.

    You can also view and vote for existing ideas.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Callback - Scheduled

    Posted 04-01-2025 11:53
    No replies, thread closed.

    Thanks so much for the reply, Jason,

    I appreciate the links; those are great resources for Callback. I'll go ahead look at the Ideas lab for the ability to have the customer create their own scheduled callback while waiting on hold for inbound calls, as that is the specific gap in the functionally we are looking for. Hopefully it gains interest and can get on the roadmap. 

    Have a great day!

    Sheryl 



    ------------------------------
    Sheryl McKercy
    Program Manager, Contact Centre Technologies
    ------------------------------

    Original Message


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