Genesys Cloud - Main

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.

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.

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?

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.

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:
Sent: 12-16-2025 09:50
From: Jason Kleitz
Subject: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

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

Original Message:
Sent: 12-16-2025 07:03
From: Muiz Taha
Subject: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

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
------------------------------