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  • 1.  Create a Scheduled Callback from ACD Voicemail

    Posted 04-26-2023 14:47
    No replies, thread closed.

    Hi Community -
    I'm currently troubleshooting a use case for my business. When our call center isn't open, we allow customers to leave voicemails on a queue using the "Transfer to Voicemail" action in Architect and set our transfer target as the Queue. When agents log into the queue, the agents receive the interaction, but it may be too early to call the customer back. In the Genesys Cloud UI, I see the option to create a Scheduled Callback from the Interactions pane, but when I select the "Schedule" button, I receive an error indicating "A callback has already been scheduled."
    Is it possible to create a Scheduled Callback from an ACD Voicemail interaction? This article seemed to make me think that it was possible, but I can't seem to get this functionality to work: Schedule a callback - Genesys Cloud Resource Center (mypurecloud.com)

    Thanks in advance for any advice,


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Cory King
    Humana Inc.
    ------------------------------


  • 2.  RE: Create a Scheduled Callback from ACD Voicemail

    Posted 04-26-2023 15:36
    No replies, thread closed.

    Hi Cory, I am interested in this solution, I'm writing this post to get an update when you find the way to program that voicemail. Thank you.



    ------------------------------
    Joichs Flores
    Cibercall USA Corp
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  • 3.  RE: Create a Scheduled Callback from ACD Voicemail

    Posted 04-27-2023 09:34
    No replies, thread closed.

    Hi Joichs - 
    Please disregard my initial post. I had some programming in my callflow that was breaking the ability to schedule a callback from an ACD voicemail interaction. Once I cleaned up my callflow, Genesys Cloud worked as designed. 

    Sorry for the confusion!



    ------------------------------
    Cory King
    Humana Inc.
    ------------------------------

    Original Message


  • 4.  RE: Create a Scheduled Callback from ACD Voicemail

    Posted 05-02-2023 09:49
    No replies, thread closed.

    @Cory King - Hi Cory... what does this workflow look like? It reads a bit like you're saying you have some logic to schedule a vm interaction to be placed into a queue at a specific time? 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


  • 5.  RE: Create a Scheduled Callback from ACD Voicemail

    Posted 05-08-2023 08:41
    No replies, thread closed.

    Hi Dean - 
    Sorry for the delay; I've been out on vacation. And I'm sorry for the miscommunication.
    To solve this use case, agents receive their ACD voicemail interactions from the queue. After the agent looks up the caller in our CRM, if the agent determines that it is too early to call the customer back, the agent uses the Interactions pane to schedule a callback at a later time. Once we reach our "later time", the ACD voicemail interaction offered again to an agent. 

    Please let me know if I can clarify further. :)



    ------------------------------
    Cory King
    Humana Inc.
    ------------------------------

    Original Message


  • 6.  RE: Create a Scheduled Callback from ACD Voicemail

    Posted 05-08-2023 19:17
    No replies, thread closed.

    Gotcha... ok. Scheduling voicemails seemed like a bit of a lift. 
    Thanks!



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


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