kike_zelenza | 2021-02-08 10:32:02 UTC | #1
good morning, is there any possibility that if the conclusion code is for example call cut, an automatic outgoing call can be created?
kike_zelenza | 2021-02-15 08:03:51 UTC | #2
Can you help me?
Jerome.Saint-Marc | 2021-02-16 17:23:46 UTC | #3
Hello,
If by Conclusion Code, you mean a Wrap-Up code, and by call cut, you mean the call being terminated while the customer and the agent are talking, then no - there is no settings to automatically create an outgoing call when the Wrap-up code is selected. Instead of selecting the wrap-up code and closing the conversation:
- if the customer has an External Contact configured, the agent could select the profile tab/panel, display the external contact and click on one of the numbers provisioned for this customer - this will trigger a call from the agent to the customer
- or the agent could schedule a callback, and can select the check box to route the callback to the same agent by preference/if possible.
For questions related to feature and configuration, I would suggest to post them on the Genesys Cloud Community forum.
The Developer forum is meant for questions related to API & SDKs.
Regards,
system | 2021-03-19 17:23:49 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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