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  • 1.  in-queue Callback action not working correctly?

    Posted 11-13-2019 18:10
    No replies, thread closed.
    Hey Community!   We are experiencing an issue with the in-queue callback function.   For the last twoish years, we have had the below set up, but as of Nov 1st,  the callback script is completely different than we specify.  

      

    From the help documents,  this callback script setting is not mandatory, something we have also never had to fill out.  The system has always determined which call script to use based off of what is assigned to the queue.  It seems like this is no longer the case.  We are seeing an old script called Interaction Details, which used to be the default, but we no longer have.   Our agents are having to re-ask the customers information we have already gathered from them when calling them back. 


    Does anyone else have this issue?  I have a support ticket going for it as all of our callbacks since Nov 1st are not showing the script information we need. 

    #ArchitectureandDesign

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------


  • 2.  RE: in-queue Callback action not working correctly?

    Posted 01-22-2020 09:23
    No replies, thread closed.
    Hi Erin,

    I have just had this issue with a new Org, our existing Orgs work fine with the script taken from the inbound flow.  Did you get any answer on this?

    Thanks Luke

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 3.  RE: in-queue Callback action not working correctly?

    Posted 01-22-2020 11:07
    No replies, thread closed.
    Hi Luke,  Genesys support came back to us indicating that there was an undocumented change on their side.  They have corrected it and we no longer have this issue.   From our side, it sounds like it was hard coded to be a specific org, flow, action etc.  

    hope that helps!

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------

    Original Message


  • 4.  RE: in-queue Callback action not working correctly?

    Posted 01-22-2020 11:19
    No replies, thread closed.
    Thanks Erin,

    I will raise this instance with support

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 5.  RE: in-queue Callback action not working correctly?

    Posted 01-22-2020 17:51
    No replies, thread closed.
    Basically, the back-end was changed for how Architect creates a callback, and part of the functionality for setting the script was not working as before. The fix was published on Dec. 6 last year to correct that loss of functionality.

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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