Hi All,
Just wondering if anyone else has noticed a change in the end of callbacks?
As documented in the Genesys Resource Center, the previous expected behaviour of callbacks was as follows:
- To accept the callback, click Answer.
- To begin dialling the contact, beside the number you want to call, click Begin Call .
- Complete the call.
- End the call, complete after contact work (ACW), and click Done.
- To complete the interaction and dismiss the callback, click End Callback.
Previously at the end of Step 4 (i.e. wrapping up the first outbound call attempt) would return the agent back to the screen visible in Step 2 (i.e. back to the active Callback interaction).
This would allow the agent to either:
- transfer the callback, or
- click the number to dial again, or
- click 'End Calllback'
However in the past week or so, we've noticed that Step 4 above will now close and disconnect the entire interaction upon completing the wrap code. Prior to completing Step 4 (after hanging up) there is no option to dial again nor transfer the callback.
Given that the Resource Center still has the old steps/instructions and I haven't noticed anything directly related in the weekly release notes - I'm thinking is this an unexpected change in behaviour?
Thanks,
#Omni-ChannelDesktop/UserInterface#Telephony------------------------------
Jeff
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