Hi All,

We have a requirement where we need dial to customer first in case of callback scheduled. We configured that at the queue level but its not dialing to customer first. Its getting disconnected when the callback time arrives. We tested this in another Genesys Org ID and its working there, all configuration same in the current org also but somehow its not working here.

Below is the screen shot of the queue configuration:

Could anyone please have a look and give some feedback.

#Routing(ACD/IVR)

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Ashish Kumar Sinha
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Hello Ashish,

Have you checked the SIP pcap from the failed interactions to see if there are any error messages? You may need to open a case with Customer Care to see if there are any issues on the backend.

Please let us know what you're able to find with further investigation!