Yep, that's exactly what I'm trying to explain.
Does that mean that if you don't send the API to CRM, you won't be able to define a callback?
Original Message:
Sent: 01-03-2024 11:33
From: Jose Albor
Subject: How to manage list callback
@Nuttapong Limadisai,
If I understand what you're attempting to do. You're looking for a method to allow the agents to choose to take a callback before accepting the interaction based on the ANI. That will not work if you're using the built in Callback function in Architect. The architect callback function works like a virtual hold, the interaction is handled in the queue, in the same order it came in. Essentially, if an agent see's the interaction but chooses not to answer it, the interaction will route to the next available agent until any agent accepts the call. It will not go to the back of the queue, it will continually go to the next available agent until someone answers it.
What you're looking to do is create callback tasks and allow the agents to review a list of (callbacks) which shows the interaction details, then choose which interaction they want to engage based on the ANI or caller availability. If you're using a CRM application with an API, you may want to leverage a Genesys Architect workflow which can execute a call data action > API POST to create a new task in your CRM application. After some development in your CRM app, you can add a new "Start Callback" link or button which executes an API POST from the CRM app to the Genesys API. You can include necessary property values from the CRM task when creating the new callback interaction in a Genesys. You can also specify the queue UUID, and make the current CRM agent the preferred agent. The agent will receive the new interaction in the Genesys UI or CTI widget, which they can accept and start the callback.
Here is the Genesys API endpoint to create a callback: /api/v2/conversations/callbacks
Here is a sample of what the body contains:
{ "queueId": "${input.QueueId}", "routingData": { "queueId": "${input.QueueId}", "priority": 100, "skillIds": ["${input.SkillId}"], "preferredAgentIds": ["${input.AgentId}"], "routingFlags": ["AGENT_OWNED_CALLBACK"] }, "callbackUserName": "${input.RemoteName}", "callbackNumbers": ["+${input.CallbackNumber}"], "countryCode": "+1", "validateCallbackNumbers": true, "data": { "Original Conversation ID": "${input.OriginalConversationId}", "Caller Name": "${input.RemoteName}", "Extension": "${input.Extension}", "ANI": "+${input.ANI}" }, "callerIdName": "${input.RemoteName}"}
Here is the API page to view all the details for this endpoint. https://developer.genesys.cloud/devapps/api-explorer-standalone#post-api-v2-conversations-callbacks
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Carlos Albor
Senior Principal PS Consultant
Original Message:
Sent: 12-26-2023 01:01
From: Nuttapong Limadisai
Subject: How to manage list callback
Is there any way to list number callbacks and choose to call back one number at a time? or if it's in a normal flow, would you choose to answer the call in flow inbound first and then select callback to call later? Can you do that?
#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)
#SystemAdministration
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Nuttapong Limadisai
G-Able Public Company Limited
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