Genesys Cloud - Main

Hello everyone, this is my first post in this community, I hope someone can help me with my situation.

We want to implement the callback feature. I'm trying to do it through an "InQueue flow" that plays music for 5 minutes and then plays a recording asking the customer if they want a callback. If they do, they should press 1, and after that, the call should hang up and a callback should be generated in the corresponding queue.

In my logic, this would be achieved with a condition that checks if the customer pressed 1, and if so, generate the callback. But if there is no response, the music should play again for another 5 minutes.

I haven't found any regular expression that has this function. Can anyone help me figure out how I can achieve what I'm looking for?

Thank you very much in advance.

Use the collect input action to ask the caller if they want a callback.  In the success path, check the value of the input data to see if the caller pressed 1.

https://help.mypurecloud.com/articles/collect-digits-data-action/

Hello everyone, this is my first post in this community, I hope someone can help me with my situation.

We want to implement the callback feature. I'm trying to do it through an "InQueue flow" that plays music for 5 minutes and then plays a recording asking the customer if they want a callback. If they do, they should press 1, and after that, the call should hang up and a callback should be generated in the corresponding queue.

In my logic, this would be achieved with a condition that checks if the customer pressed 1, and if so, generate the callback. But if there is no response, the music should play again for another 5 minutes.

I haven't found any regular expression that has this function. Can anyone help me figure out how I can achieve what I'm looking for?

Thank you very much in advance.

Thank you very much for the response.

Yes, I am trying to do it this way but it is not working for me; when I run tests, no action is taken.

I am attaching some screenshots.

Use the collect input action to ask the caller if they want a callback.  In the success path, check the value of the input data to see if the caller pressed 1.

https://help.mypurecloud.com/articles/collect-digits-data-action/

Hello everyone, this is my first post in this community, I hope someone can help me with my situation.

We want to implement the callback feature. I'm trying to do it through an "InQueue flow" that plays music for 5 minutes and then plays a recording asking the customer if they want a callback. If they do, they should press 1, and after that, the call should hang up and a callback should be generated in the corresponding queue.

In my logic, this would be achieved with a condition that checks if the customer pressed 1, and if so, generate the callback. But if there is no response, the music should play again for another 5 minutes.

I haven't found any regular expression that has this function. Can anyone help me figure out how I can achieve what I'm looking for?

Thank you very much in advance.

The expression in the decision should just be

Task.input == "1"

To debug, add some play audio actions in the collect input failure path and the decision yes/no paths.  Also move you create callback action up into the yes path of the decision; currently you're creating the callback regardless of what digit(s) the caller pressed.  Unless you want that, in which case you don't need a decision at all.

Thank you very much for the response.

Yes, I am trying to do it this way but it is not working for me; when I run tests, no action is taken.

I am attaching some screenshots.

Use the collect input action to ask the caller if they want a callback.  In the success path, check the value of the input data to see if the caller pressed 1.

https://help.mypurecloud.com/articles/collect-digits-data-action/

Hello everyone, this is my first post in this community, I hope someone can help me with my situation.

We want to implement the callback feature. I'm trying to do it through an "InQueue flow" that plays music for 5 minutes and then plays a recording asking the customer if they want a callback. If they do, they should press 1, and after that, the call should hang up and a callback should be generated in the corresponding queue.

In my logic, this would be achieved with a condition that checks if the customer pressed 1, and if so, generate the callback. But if there is no response, the music should play again for another 5 minutes.

I haven't found any regular expression that has this function. Can anyone help me figure out how I can achieve what I'm looking for?

Thank you very much in advance.