Genesys Cloud - Main

Hi,

I want to know if it is possible in Purecloud to cancel a callback waiting on queue by either an agent or administrator

for example, a customer choose to be called back  while he was waiting a long time for an agent and then he disconnect the call

In the meantime, this customer call again, and he got answered by an agent, so here the callback scheduled previously doesn't have sens

Now, my question how to cancel this callback by agent ?

Thank you in advance.
#SystemAdministration
#Telephony
#Unsure/Other

I don' think its possible to delete those callbacks (without involving APIs). 

We had certain callbacks created in our callbacks queue as part of testing the IVR. Now we don't actually needs to call those numbers but we can't delete them either. So what we did was -- logged in one test agent to that callbacks queue and agent started to receive callbacks. we disposed them off manually by either calling and disconnecting the call before it connects or just clicking 'End Callback' and disposing it off.

This worked for us.

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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
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Hi Sajid,

Thanks for your reply, yes I think this is the best procedure without involving APIs

 I will check with customer what he prefer

Thanks for your time

Regards

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Oudderhem Mostafa
Coverage-Communication
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Original Message:
Sent: 01-06-2019 03:59
From: Sajid Abbas
Subject: Cancel Callbacks waiting on queue by Administrator or agents

I don' think its possible to delete those callbacks (without involving APIs).

We had certain callbacks created in our callbacks queue as part of testing the IVR. Now we don't actually needs to call those numbers but we can't delete them either. So what we did was -- logged in one test agent to that callbacks queue and agent started to receive callbacks. we disposed them off manually by either calling and disconnecting the call before it connects or just clicking 'End Callback' and disposing it off.

This worked for us.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------

You mention the API. I think that is the only way to disconnect a callback in queue right now.

See this other thread for some ideas:

https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=9bf380fd-7014-4524-aa71-6da186f72258&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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Original Message:
Sent: 01-07-2019 02:49
From: Oudderhem Mostafa
Subject: Cancel Callbacks waiting on queue by Administrator or agents

Hi Sajid,

Thanks for your reply, yes I think this is the best procedure without involving APIs

 I will check with customer what he prefer

Thanks for your time

Regards

------------------------------
Oudderhem Mostafa
Coverage-Communication
------------------------------


Original Message:
Sent: 01-06-2019 03:59
From: Sajid Abbas
Subject: Cancel Callbacks waiting on queue by Administrator or agents

I don' think its possible to delete those callbacks (without involving APIs).

We had certain callbacks created in our callbacks queue as part of testing the IVR. Now we don't actually needs to call those numbers but we can't delete them either. So what we did was -- logged in one test agent to that callbacks queue and agent started to receive callbacks. we disposed them off manually by either calling and disconnecting the call before it connects or just clicking 'End Callback' and disposing it off.

This worked for us.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai

I think this sounds like a great idea. Submit this as an idea and you will have my vote!

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Tobias Zackrisson
Elkjøp Norge AS
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