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Hi all,

I'm currently facing an issue with a Genesys Cloud  trigger for callback interactions.

**Use case:**
I need the trigger to activate **when a callback is disconnected by the customer without being answered**, such as in the cases of busy signals, voicemail, or no answer.

**Configuration I've tried:**

• mediaType = callback
• direction = outbound

This worked briefly during initial setup, but is **no longer triggering** in the required scenarios. There are **no error messages**, but there's clear inconsistency in the trigger behavior.
Needed topic name and condition.
Has anyone else encountered this issue or is there a recommended configuration to reliably detect **unanswered/disconnected callback interactions**?

Any insights or sample trigger conditions would be greatly appreciated.

Thanks in advance!

#Triggers

------------------------------
Vishwath Reddy Mandadi
------------------------------

Hi Vishwath,

What event are you trying to listen too?

- John

Hi John,

Thanks for responding!

I'm trying to listen for a scenario where the callback interaction is disconnected by the customer without being answered - for example, if the customer hangs up before an agent answers, or if the call ends due to voicemail, busy signal, or timeout.

The goal is to trigger an action in such cases, but currently, the trigger does not seem to fire reliably.

I've tried a basic trigger configuration with:
    •    mediaType = callback
    •    direction = outbound

It worked briefly during testing but now does not activate consistently in the scenarios mentioned above. I'm unsure which exact trigger configuration need. Would appreciate any guidance or sample trigger conditions for this use case.

Thanks again!

Best regards,
Vishwath

Hi Vishwath,

Did you find a solution for this scenario? We have same problem and I'm unable work properly.

Thanks

Hi @Vishwath Reddy Mandadi 

Have you already tested using the AcdEndEvent (v2.detail.events.conversation.{id}.acd.end) topic for this scenario?

{
  "type": "object",
  "id": "urn:jsonschema:acd:end:detail:event:topic:AcdEndEvent",
  "$schema": "http://json-schema.org/draft-03/schema#",
  "properties": {
    "eventTime": {
      "type": "integer"
    },
    "conversationId": {
      "type": "string"
    },
    "participantId": {
      "type": "string"
    },
    "sessionId": {
      "type": "string"
    },
    "disconnectType": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "ENDPOINT",
        "CLIENT",
        "SYSTEM",
        "TRANSFER",
        "ERROR",
        "PEER",
        "OTHER",
        "SPAM",
        "TIMEOUT",
        "TRANSPORT_FAILURE",
        "CONFERENCE_TRANSFER",
        "CONSULT_TRANSFER",
        "FORWARD_TRANSFER",
        "NO_ANSWER_TRANSFER",
        "NOT_AVAILABLE_TRANSFER",
        "UNCALLABLE",
        "DND_ENDPOINT",
        "DND_TRANSFER",
        "INACTIVITY",
        "SESSION_EXPIRED",
        "TAKEOVER"
      ]
    },
    "mediaType": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "VOICE",
        "CHAT",
        "EMAIL",
        "CALLBACK",
        "COBROWSE",
        "VIDEO",
        "SCREENSHARE",
        "MESSAGE",
        "INTERNALMESSAGE",
        "SCREENMONITORING"
      ]
    },
    "provider": {
      "type": "string"
    },
    "direction": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "INBOUND",
        "OUTBOUND"
      ]
    },
    "ani": {
      "type": "string"
    },
    "dnis": {
      "type": "string"
    },
    "addressTo": {
      "type": "string"
    },
    "addressFrom": {
      "type": "string"
    },
    "callbackUserName": {
      "type": "string"
    },
    "callbackNumbers": {
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "callbackScheduledTime": {
      "type": "integer"
    },
    "subject": {
      "type": "string"
    },
    "messageType": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "SMS",
        "TWITTER",
        "FACEBOOK",
        "LINE",
        "WHATSAPP",
        "WEBMESSAGING",
        "OPEN",
        "INSTAGRAM",
        "APPLE"
      ]
    },
    "queueId": {
      "type": "string"
    },
    "divisionId": {
      "type": "string"
    },
    "acdOutcome": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "ABANDON",
        "ANSWERED",
        "FLOW_OUT"
      ]
    },
    "answeredUserId": {
      "type": "string"
    },
    "requestedRoutings": {
      "type": "array",
      "items": {
        "type": "string",
        "enum": [
          "UNKNOWN",
          "MANUAL",
          "PREDICTIVE",
          "PREFERRED",
          "LAST",
          "BULLSEYE",
          "STANDARD",
          "OTHER",
          "CONDITIONAL",
          "VIP"
        ]
      }
    },
    "usedRouting": {
      "type": "string",
      "enum": [
        "UNKNOWN",
        "MANUAL",
        "PREDICTIVE",
        "PREFERRED",
        "LAST",
        "BULLSEYE",
        "STANDARD",
        "OTHER",
        "CONDITIONAL",
        "VIP"
      ]
    },
    "requestedRoutingSkillIds": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "uuid"
      }
    },
    "requestedSkillExpressionIds": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "uuid"
      }
    },
    "requestedLanguageId": {
      "type": "string"
    },
    "requestedRoutingUserIds": {
      "type": "array",
      "items": {
        "type": "string",
        "format": "uuid"
      }
    },
    "routingPriority": {
      "type": "integer"
    },
    "connectedDurationMs": {
      "type": "integer"
    },
    "conversationExternalContactIds": {
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationExternalOrganizationIds": {
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "utilizationLabel": {
      "type": "string"
    },
    "flowType": {
      "type": "string"
    }
  }
}

Since this event provides fields like direction, mediaType, acdOutcome, disconnectType, and connectedDurationMs, it may offer more reliable filtering for unanswered outbound callbacks.

Please let me know if you've tried this approach and what results you observed.