Genesys Cloud - Main

Scenario: 

Calls come into a receptionist queue, then she blind transfers the calls to another queue, that other queue has an In-Queue call flow that allows callbacks. The issue we have is the callback is then sent back to the Receptionist Queue. According to the Resource center, if we have an In_Queue set, it should apply the callback to that queue.  Can anyone else confirm that they have too noticed this? 

Queue

Select the queue on which the callback request will be placed. This setting is required for inbound or outbound flows. For in-queue flows, the system places the callback on the current queue.

@Hans Ashmun


#Routing(ACD/IVR)

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Angelia Harper
Avtex Solutions, LLC
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I set up my Voice settings on one of my queues to use an In-Queue Call flow that allows a callback request. Placed a call into a different queue, answered it, did a blind transfer to the other queue (by typing the name, selecting it in the Blind Transfer dialog and transferring). On the calling phone, I heard the prompts to receive a callback, chose that option, and the callback was properly created in the queue the call was transferred to.

So, I am unable to reproduce what you describe, Angie. 

Have you tried putting a Play Audio action in to play back the Call.CurrentQueue.Name value within the IN-Queue flow just before the Callback action, to make sure it has the right queue?

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Thank you for testing @George Ganahl I will go do a refresh of all of their In-queue flows and their queues to see if that stops the behavior.

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Angelia Harper
Avtex Solutions, LLC
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Original Message:
Sent: 01-03-2020 15:40
From: George Ganahl
Subject: Callbacks in Wrong Queues

I set up my Voice settings on one of my queues to use an In-Queue Call flow that allows a callback request. Placed a call into a different queue, answered it, did a blind transfer to the other queue (by typing the name, selecting it in the Blind Transfer dialog and transferring). On the calling phone, I heard the prompts to receive a callback, chose that option, and the callback was properly created in the queue the call was transferred to.

So, I am unable to reproduce what you describe, Angie.

Have you tried putting a Play Audio action in to play back the Call.CurrentQueue.Name value within the IN-Queue flow just before the Callback action, to make sure it has the right queue?

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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