Genesys Cloud - Main

Hi,
I have a strange one here, and I know I'm overlooking something obvious!
I need to run some tests on callback functionality to answer some questions from the business. Thus far, I have:

1. Created a queue with a single user as a member.
2. User has just about every permission going!
3. Created an inbound flow which puts a callback into the queue and then disconnects.
4. Created a Call Route for a test number to hit the flow
5. Called in to the number, selected the option for the Callback.
6. Checked the queue, I can see the callback interaction sat there.
7. Put my user "On Queue"
8. waited
9. waited

Why is my user not getting offered the callback? What am I missing? Possibly related, I also don't seem to be able to delete the callback from the queue? Is that not possible, or (if it is) what am I missing here?)

HELP!

TIA
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

I figured I'd update. Things just got weird.

My user also doesn't seem to get calls routed to them via the same queue. I tried an SMS and that gets routed fine, so that's odd.

Just tried another user and,.... Calls (and callbacks) went through, so I'm now trying to figure out what the difference is between these two supposedly identical users 😲

Thanks to anyone that read this and was going to have a go at helping.

Just a guess, but could you check your utilization and make sure voice can interrupt the other media types?

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-08-2022 16:11
From: Paul Simpson
Subject: Can't seem to get Callbacks working?

I figured I'd update. Things just got weird.

My user also doesn't seem to get calls routed to them via the same queue. I tried an SMS and that gets routed fine, so that's odd.

Just tried another user and,.... Calls (and callbacks) went through, so I'm now trying to figure out what the difference is between these two supposedly identical users 😲

Thanks to anyone that read this and was going to have a go at helping.

------------------------------
Paul Simpson
AAA Club Alliance Inc.

Original Message:
Sent: 04-08-2022 12:02
From: Paul Simpson
Subject: Can't seem to get Callbacks working?

Hi,
I have a strange one here, and I know I'm overlooking something obvious!
I need to run some tests on callback functionality to answer some questions from the business. Thus far, I have:

1. Created a queue with a single user as a member.
2. User has just about every permission going!
3. Created an inbound flow which puts a callback into the queue and then disconnects.
4. Created a Call Route for a test number to hit the flow
5. Called in to the number, selected the option for the Callback.
6. Checked the queue, I can see the callback interaction sat there.
7. Put my user "On Queue"
8. waited
9. waited

Why is my user not getting offered the callback? What am I missing? Possibly related, I also don't seem to be able to delete the callback from the queue? Is that not possible, or (if it is) what am I missing here?)

HELP!

TIA
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.
------------------------------

Thanks, nope! Not only is my user not on another interaction, but second user is configured exactly the same....!

User got all the Skills required to take the call?

------------------------------
Ray Bowden
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-08-2022 12:02
From: Paul Simpson
Subject: Can't seem to get Callbacks working?

Hi,
I have a strange one here, and I know I'm overlooking something obvious!
I need to run some tests on callback functionality to answer some questions from the business. Thus far, I have:

1. Created a queue with a single user as a member.
2. User has just about every permission going!
3. Created an inbound flow which puts a callback into the queue and then disconnects.
4. Created a Call Route for a test number to hit the flow
5. Called in to the number, selected the option for the Callback.
6. Checked the queue, I can see the callback interaction sat there.
7. Put my user "On Queue"
8. waited
9. waited

Why is my user not getting offered the callback? What am I missing? Possibly related, I also don't seem to be able to delete the callback from the queue? Is that not possible, or (if it is) what am I missing here?)

HELP!

TIA
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.
------------------------------

Thanks, no skills involved - trying to keep it super-simple!

If user received SMS from same queue then I believe user has the queue activated.

1. Can user make/receive direct voice calls?
2. Try selecting a different phone and see if that helps.
3. If user had received any interactions in the past, latest interaction may be stuck. You can try disconnecting it from Admin
4. I would also try removing user from queue membership, then add him back and test

------------------------------
Muhammad Zubair Awan
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-08-2022 12:02
From: Paul Simpson
Subject: Can't seem to get Callbacks working?

Hi,
I have a strange one here, and I know I'm overlooking something obvious!
I need to run some tests on callback functionality to answer some questions from the business. Thus far, I have:

1. Created a queue with a single user as a member.
2. User has just about every permission going!
3. Created an inbound flow which puts a callback into the queue and then disconnects.
4. Created a Call Route for a test number to hit the flow
5. Called in to the number, selected the option for the Callback.
6. Checked the queue, I can see the callback interaction sat there.
7. Put my user "On Queue"
8. waited
9. waited

Why is my user not getting offered the callback? What am I missing? Possibly related, I also don't seem to be able to delete the callback from the queue? Is that not possible, or (if it is) what am I missing here?)

HELP!

TIA
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.
------------------------------

Hi Paul,

Our club (AAA Washington) deployed Genesys Cloud back in October and had (many) issues with Callbacks while testing. One discovery was it turns out we didn't have enough users on queue to trigger the callback- to get them to route, we had to load the system with a bunch of calls over 5 testers to get the AHT up high enough. Another issue was putting the user on que after the callback was already waiting. Not an issue in production with many users on queue, but never figured out the cause of that one.

I'd be happy to have a call and share what we've learned and what we've gathered from the Western NY Club. We had other AAA- specific problems with passing customer ANI from the National 1-800-AAA-Help number, but got that resolved too.

------------------------------
Naila Duffy
AAA Washington
------------------------------

Original Message:
Sent: 04-08-2022 12:02
From: Paul Simpson
Subject: Can't seem to get Callbacks working?

Hi,
I have a strange one here, and I know I'm overlooking something obvious!
I need to run some tests on callback functionality to answer some questions from the business. Thus far, I have:

1. Created a queue with a single user as a member.
2. User has just about every permission going!
3. Created an inbound flow which puts a callback into the queue and then disconnects.
4. Created a Call Route for a test number to hit the flow
5. Called in to the number, selected the option for the Callback.
6. Checked the queue, I can see the callback interaction sat there.
7. Put my user "On Queue"
8. waited
9. waited

Why is my user not getting offered the callback? What am I missing? Possibly related, I also don't seem to be able to delete the callback from the queue? Is that not possible, or (if it is) what am I missing here?)

HELP!

TIA
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.
------------------------------