Genesys Cloud - Main

Many of our agents are multitasking and have the Genesys Cloud client minimized. When an agent is "given" a Callback, there doesn't appear to be any type of notification that they are now off queue and selected for a Callback. We implemented a 10 second delay and then automatically placing the call, but then you start hearing ringback and, if the customer answers, the customer is on the line without our agents being ready. Is there something I'm missing here?

Hi Mark,

Currently for Callback in Genesys cloud their is no option to play a whisper tone to the agent.

So as a workaround you disable auto answer for callback interactions, so that whenever a callback interaction is targeted to an agent their will be a ring on the agent's PC and they will come to know about the interaction.

You can also try the same to implement it at queue level, to set manual answer for callbacks.