Genesys Cloud - Main

Hello,

I currently have a script enabled for our inbound call queues that works when the customer calls into the queue. The only time it doesn't work is when the customer opts to request a call back due to the long wait times. I know for outbound campaigns we can load a call list that a script will populate based on the ANI match but in this scenario, there isn't an option to enable this feature for call back calls. Is there a way to enable a script when the customer selects the option for call back through the IVR rather than wait on hold to speak with an agent?

#Unsure/Other

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Wendi Witzel
Supervisoe
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Hi Wendy,

If you have "Callback" enabled in your Script properties when creating the callback in your Inbound/In-Queue call flow you should be able to select a script,

To pop different scripting pages based on different scenario's in the IVR you could when selecting a script in the inbound/in-queue flow for callback input data into a variable field e.g Scenario then on your script page create an action which looks up the variable and does a change page based on the variable e.g Home Loan, after creating the action set it on the Page load action.

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Sebastian Myers
Straticom
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