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  • 1.  If the callback is not completed, the live status will remain connected

    Posted 09-12-2024 03:35
    If the callback is not completed, the live status will remain connected.
     
    When you schedule a callback, you will be interacting during that time, and your live status will remain connected unless you press the end callback button.
     
    Please tell me how to disconnect the live session other than pressing the end callback button.


    #SIP/VoIP
    #Telephony

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    Matsumoto Shun
    Kanden CS Forum Inc.
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  • 2.  RE: If the callback is not completed, the live status will remain connected

    GENESYS
    Posted 09-12-2024 12:37

    Hi Matsumoto,

    I'm not sure I fully understand what you mean.  Can you provide the step by step scenario you are seeing?
    Scheduled callbacks will sit in a queue waiting until the scheduled time.  Then the callback segment will be presented to the agent where they can make the voice call segment of the callback.  Once they have completed the voice section, they would still need to end the callback.

    Place, transfer, and dismiss a callback



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: If the callback is not completed, the live status will remain connected

    Posted 30 days ago
    Recording that appears in the interaction if the agent forgets to end the callback

    Hello, Sam

    I apologize for the lack of explanation.

    Currently, we are verifying the operation of callbacks using the script function.

    I will explain based on the flow of the verification.

    1st: A voice interaction is placed in the queue.
    2nd: When the agent answers, the callback script is displayed and the callback is scheduled on the script.
    3rd: The queue waits until the scheduled time.
    4th: When the scheduled time arrives, the callback segment is presented to the agent, and the agent makes a voice call for the callback.
    5th: When the voice call ends, the callback ends.

    As you said, scheduled callbacks wait in the queue until the scheduled time. In other words, I understand that recording will continue until the callback.

    I also understand that the callback needs to end when the voice call is completed with the callback, but if the agent forgets to end the callback, the interaction recording will not be disconnected and will continue forever.

    In this case, how can I stop the recording?



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    Matsumoto Shun
    Kanden CS Forum Inc.
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    Original Message


  • 4.  RE: If the callback is not completed, the live status will remain connected

    Posted 30 days ago

    Hi Matsumoto,

    I am a bit surprised that recording is continuing without customer in line. But in my opinion starting a secure pause should do the trick. You can find this action in scripts under "Inbound" and "Outbound". Of course you will have to combine that with a loop and a check of the call status.

    Maybe its just a question of your trunk settings. Under "Media" there are settings for "Holds". In the queue-settings there is an option for "Continue Voice recording during queue wait". Sorry, I am just guessing, but its worth a try.

    Best regards
    Christoph



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    Christoph Domaschke
    CRONBANK AG
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    Original Message


  • 5.  RE: If the callback is not completed, the live status will remain connected

    Posted 24 days ago

    Hello, Christoph.

    I would like to proceed with the verification using safe pause.

    I will also check the behavior of the trunk settings and queue settings.

    Thank you so much.



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    Matsumoto Shun
    Kanden CS Forum Inc.
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    Original Message


  • 6.  RE: If the callback is not completed, the live status will remain connected
    Best Answer

    Posted 30 days ago

    Have you considered the Auto-End to the callbacks? When the call disconnects set the callback to auto end at 1 sec or after a preferred interval. 

    I'm struggling to understand why would want to stop recording but allow the agent to keep the callback open. 



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    Steve Alix
    EDCi
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    Original Message


  • 7.  RE: If the callback is not completed, the live status will remain connected

    Posted 24 days ago

    Hello Steve

    This is the first time I've heard about the automatic termination of callbacks.

    I was able to confirm that even if an agent forgets to end a callback, the callback will automatically end at the set time.

    Thank you so much



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    Matsumoto Shun
    Kanden CS Forum Inc.
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    Original Message


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