Genesys Cloud - Main

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:

1. To accept the callback, click Answer.
   
   
2. To begin dialling the contact, beside the number you want to call, click Begin Call .
    
3. Complete the call.
   
4. End the call, complete after contact work (ACW), and click Done.
   
   
   
5. 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,

Hi Jeff

I had similar things happen a few weeks back where it was even doing the auto dial thing - something that's still only part of the Beta.  I struggled to find out what was going on.  Then a day or so later it started acting "normal" again.  I suspected someone had "accidentally" pushed GO on something to do with the upcoming callback functionality.  Never did really find out why or get that confirmed.

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:

1. To accept the callback, click Answer.
   
   
2. To begin dialling the contact, beside the number you want to call, click Begin Call .
    
3. Complete the call.
   
4. End the call, complete after contact work (ACW), and click Done.
   
   
   
5. 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,

Hi Jeff

I had similar things happen a few weeks back where it was even doing the auto dial thing - something that's still only part of the Beta.  I struggled to find out what was going on.  Then a day or so later it started acting "normal" again.  I suspected someone had "accidentally" pushed GO on something to do with the upcoming callback functionality.  Never did really find out why or get that confirmed.

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:

1. To accept the callback, click Answer.
   
   
2. To begin dialling the contact, beside the number you want to call, click Begin Call .
    
3. Complete the call.
   
4. End the call, complete after contact work (ACW), and click Done.
   
   
   
5. 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,