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  • 1.  In-Queue Callback Flow – Call Goes on Hold and Enters Loop

    Posted 12-16-2025 07:04
    No replies, thread closed.

    Issue Observed

    • The call enters the queue normally.

    • When the callback option is triggered, the call:

      • Goes on hold

      • Re-enters the queue

      • Loops continuously instead of completing the callback process

    • The callback is never successfully scheduled or executed.

    Current Configuration

    • Callback offered based on Call.EstimatedWaitTime

    • Boolean variable used to prevent multiple offers (e.g. Flow.CallbackOffered)

    • Callback action is placed inside the In-Queue Call Flow

    • Queue configured to allow callbacks

    Expected Behavior

    • Callback should be offered once

    • Upon acceptance, the call should exit the queue

    • Callback should be scheduled and completed without looping

    Request for Guidance

    Could someone please advise on:

    1. Correct placement of the Offer Callback action in an In-Queue Flow

    2. Best practice to prevent callback loops

    3. Whether additional disconnect or exit logic is required after callback acceptance

    4. Any common misconfigurations that cause calls to remain on hold or loop

    Any guidance, screenshots, or sample flow logic would be greatly appreciated.

    Thank you in advance for your support.


    #Routing(ACD/IVR)

    ------------------------------
    Muiz Taha
    ------------------------------


  • 2.  RE: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

    Posted 12-16-2025 09:30
    No replies, thread closed.

    Good Day Muiz

    I found the following chats on the community where similar topics where discussed.

    Perhaps have a look at these examples and see if there is anything that can 

    1. https://community.genesys.com/discussion/propose-a-callback-to-the-caller-during-hold-music
    2. https://community.genesys.com/discussion/configuring-in-queue-callback
    3. https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached

    Without seeing the current architect flow and setup just to confirm.  Once the call back has been triggered, that you break the loop and then schedule the callback outside of the loop.

    Perhaps someone in the community has some other suggestions or ideas on how to best achieve this.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: In-Queue Callback Flow – Call Goes on Hold and Enters Loop
    Best Answer

    Posted 12-16-2025 09:51
    No replies, thread closed.

    Hello Muiz,

    We recently saw an issue with Callbacks that has been resolved. Can you have your agents refresh the App/Web page and verify if everything is working properly?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 4.  RE: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

    Posted 12-17-2025 07:34
    No replies, thread closed.

    Dear  Jason Kleitz,

    As advised, we have refreshed the web page and cleared the browser history/cache; however, the issue still persists. Calls continue to be triggered multiple times for the same customer number, even after the call has been answered and completed.



    ------------------------------
    Muiz Taha
    ------------------------------

    Original Message


  • 5.  RE: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

    Posted 12-17-2025 16:57
    Edited by Adam Long 12-18-2025 01:21
    No replies, thread closed.

    I've implemented callback and can offer a few suggestions.

    1. After the Create Callback action in the in-queue flow, is there a disconnect action?
    2. After the customer is called back and is back in the in-queue flow, I check for the existence of some Participant Data called "callbackCustomerFirstId" (system generated)
     - If that exists I play a prompt letting the customer know they will be answered soon and then loop music on hold, the call is prevented from executing the rest of the in-queue flow, including re-offering callback.

    Regards
    Adam



    ------------------------------
    Adam Long
    Operations Manager - Voice Systems
    ------------------------------

    Original Message


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