Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Callback verification with Caller

    Posted 01-07-2025 15:47
    No replies, thread closed.

    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

    ------------------------------
    Ted Sam
    Senior Architect
    ------------------------------


  • 2.  RE: Callback verification with Caller
    Best Answer

    Posted 01-07-2025 18:45
      |   view attached
    No replies, thread closed.

    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/



    ------------------------------
    Melissa Bailey
    Software Engineer
    ------------------------------

    Attachment(s)

    zip
    sample flow.zip   11 KB 1 version
    Original Message


  • 3.  RE: Callback verification with Caller

    Posted 01-08-2025 06:15
    No replies, thread closed.

    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.



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
    ------------------------------

    Original Message


Related Content