Genesys Cloud - Main

The call flow involves depositing a callback number, both in the format of the incoming number (Call.ani) and a newly pressed number.

Are there any ways to determine whether the incoming call has pressed a new callback number, and if so, what that number is? Does it overwrite the original number?

Thank you

#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration

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Nuttapong Limadisai
G-Able Public Company Limited
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In the Callback Action you can enter which number should be used for the callback, but you need to build the logic in your flow which number should be used depending on what they chose when selecting to be called back.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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This can be done with variables

I would create a Task.CallbackNumber variable, and default set that to call.ani

Then if the customer enters a new number, set Task.CallbackNumber to that entry value.

You may want to take a look at Genesys Beyond, Genesys Resource Centre to learn some of the basics of call flow design.

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Anton Vroon
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