Genesys Cloud - Main

Callbacks currently are working as expected using the (create callback in the toolbox) as an in-queue task.  And, Agents remediates the callbacks as they become available.  However, are there any example call flows where the caller verifies the number and/or enters in a new number?

Thank you

-Ted-

#ArchitectureandDesign

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Ted Sam
Senior Architect
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Zip contains the same example in 2 formats.  If you know how to use Archy, use the .yaml.  Otherwise import the .i3InQueueFlow using the UI.

https://developer.genesys.cloud/devapps/archy/

https://help.mypurecloud.com/articles/import-export-call-flow/

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Melissa Bailey
Software Engineer
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Hi Sam,

We have built this in Architect where if we have the customer ANI, we play it back to them to confirm if the callback needs to go to this number or if they want to enter a new number. We still use the same create callback tool but if customer entered a new number, we use that to create callback.

Also in case where we do not have the customer ANI (customer has withheld it), we always ask them to enter a number that we can call them back on.

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Vineet Kakroo
Senior Technical Consultant
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