Genesys Cloud - Main

Hi all,
This may of been asked numerous times but currently we are looking at reviewing how our self service IVR operates and one action we would like to include is allowing a customer to retain their place in the queue but receiving a callback by an agent.

While we do not have a queue assigned to our ivr that directs to agents using Purecloud but to external resource using a different programe. 
Does anyone know if its possible to add this feature to an IVR flow that does not use "Inqueue flows"?

#Routing(ACD/IVR)

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Hi, Darryn,

I don't know the full scope of what you wish to do, but in a Task in an Inbound Call Flow (before transferring to a queue) you can use a Create Callback action to create a callback and send it to a queue.

I'm presuming you'd do something like query the EWT using a Data Query to the PureCloud API (and assign it to a flow variable), then play it with a Play Audio, then ask the caller if they want a Callback. 

The EWT query might be a bit problematic, since the call is not in queue yet and thus you can't get it for that specific call...but something like that might be serviceable.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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