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  • 1.  Create CallBack for the abandoned calls

    Posted 07-26-2022 06:15
    No replies, thread closed.
    Hello all,
    One of our customers wants to create the "CallBack" for each abandoned call.
    Maybe someone knows how to do this?
    #ArchitectureandDesign
    #Implementation
    #Outbound
    #PlatformAdministration
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #SystemAdministration
    #Telephony


  • 2.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 11:40
    No replies, thread closed.
    Two options.
    1. A web service that uses notifications API to watch for the disconnect in queue without a user connection and then runs callback API
    2. Wait a few weeks for Task Orchestrator to watch for that event and run a workflow that will create callback.

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

    Original Message


  • 3.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 12:15
    No replies, thread closed.

    Robert,

    Many thanks,

    Maybe You know where I can find some information about "Task Orchestrator"?

     

    Best Regards,

    Yvgeni Liberman

    Solutions Architect


    Mobile              052-6344414
    Voice            03-9281514

    e-mail           libermany@itnavpro.com

     

     




    Original Message


  • 4.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 12:22
    No replies, thread closed.
    That is in the Preview API section in the developer site under Process Automation.  https://developer.genesys.cloud/platform/preview-apis

    There should be documents released shortly on the UI side of things.



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

    Original Message


  • 5.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 12:25
    No replies, thread closed.

    Thanks

     

     

    Best Regards,

    Yvgeni Liberman

    Solutions Architect


    Mobile              052-6344414
    Voice            03-9281514

    e-mail           libermany@itnavpro.com

     

     




    Original Message


  • 6.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 12:40
    No replies, thread closed.

    Hello Robert,

    What is "Task Orchestrator"? Is it some new additional Genesys product / mechanism / feature?



    ------------------------------
    Igor Tyomkin
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 7.  RE: Create CallBack for the abandoned calls

    Posted 07-26-2022 13:03
    No replies, thread closed.
    Something that has been in been in beta for many moons.  Essentially, you can setup triggers like the abandoned call in queue, status of a user, or other events supported by the notifications API and when that event happens, it will trigger a workflow.   I don't know what they will call it finally, but you may have heard Orchestrator, Workflow Trigger, Process Automation, or Workflow Automation.

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

    Original Message


  • 8.  RE: Create CallBack for the abandoned calls

    Posted 07-27-2022 09:15
    No replies, thread closed.
    Just to add a bit of color and clarification to Robert's comments, the service he is speaking of is know as 'Event Orchestration' and works with triggers as he describes.  Separately, we are working to deliver true 'task/workitem routing' on Genesys Cloud (to deliver things like SFDC cases or ServiceNow Tickets as examples) and that will heavily rely on Event Orchestration/Triggers to provide flexible business logic for users.

    More to come in the future on task routing but I just want to level-set and get everyone using the appropriate terms!

    thanks,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


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