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  • 1.  Callback using Customer First

    Posted 01-07-2025 19:01
    Edited by Phaneendra Avatapalli 01-08-2025 17:59
    No replies, thread closed.

    Hi everyone,

    We have a callback function enabled via chat, and it works as expected when using the "Agent First" option. However, when we select "Customer First" (via an inbound flow in Architect for the callback queue), we've noticed the following issues:

    1. Call Disconnection:

      • Sometimes, the call disconnects immediately after connecting to the customer.
      • The customer doesn't even hear the initial greeting (via prompts); the call simply drops.
      • Other times, the call works without any issues.

    2. Delayed Prompts:

      • When the callback (Customer First) is successful, it takes about 5-8 seconds for customers to hear the prompts after the callback is presented.

    Has anyone else experienced similar issues with the Customer First feature? Below is an image of the current configuration for the callback queue.

    Anyone else used the customer first feature who is experiencing the same? Below is the image of the config for the callback queue



    #Routing(ACD/IVR)

    ------------------------------
    Phaneendra Avatapalli
    Client Support, Desktop Support
    ------------------------------



  • 2.  RE: Callback using Customer First
    Best Answer

    Posted 01-08-2025 08:28
    No replies, thread closed.

    Hello Phaneendra, 

    This doesn't sound like its working as it should. I would highly recommend opening a case with our customer care team. As they will be able to dig in more technically and review logs and your flows more in-depth.

    cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Callback using Customer First

    Posted 01-08-2025 18:22
    No replies, thread closed.

    Thank you Cameron, just wanted to check if anyone is using the option at all from the community. We will raise a case with Genesys to investigate.



    ------------------------------
    Phaneendra Avatapalli
    Client Support, Desktop Support
    ------------------------------

    Original Message


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