Genesys Cloud - Developer Community!

Hi everyone,

I'm trying to understand how ownership works with scheduled callbacks in outbound campaigns.

When an agent schedules a callback:

• Is ownership assigned to that agent?

• Also, does the outbound campaign need to be turned on for the scheduled callback to be triggered and routed?

• Will the same agent automatically receive the callback when it's time, assuming they are available and on queue?

• What happens if the agent is not available at the scheduled time - is the callback reassigned or held?

I'd appreciate any clarification on how this works, especially in terms of callback routing and agent ownership.

Thanks!

#Uncategorized

------------------------------
Vishwath Reddy Mandadi
------------------------------

There is a lot of information in the Resource Center regarding what you ask: https://help.mypurecloud.com/articles/callbacks-in-campaigns/

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------

Original Message:
Sent: 09-17-2025 14:55
From: Vishwath Reddy Mandadi
Subject: How does ownership work in outbound and inbound campaigns? Does the outbound campaign need to be active?

Hi everyone,

I'm trying to understand how ownership works with scheduled callbacks in outbound campaigns.

When an agent schedules a callback:

• Is ownership assigned to that agent?

• Also, does the outbound campaign need to be turned on for the scheduled callback to be triggered and routed?

• Will the same agent automatically receive the callback when it's time, assuming they are available and on queue?

• What happens if the agent is not available at the scheduled time - is the callback reassigned or held?

I'd appreciate any clarification on how this works, especially in terms of callback routing and agent ownership.

Thanks!

#Uncategorized

------------------------------
Vishwath Reddy Mandadi
------------------------------