actually I am using purecloud, seems like the configuration does not apply to purecloud, but just pureengage.
------------------------------
annie Ng
Accenture Company Limited
------------------------------
Original Message:
Sent: 05-07-2021 02:45
From: Sravan Karasudula
Subject: missed schedule call back
Hi Annie,
You can do that at queue level configuring the Parameter on Datatable. You should be able to use the Parameter Snooze Duration (minutes) from callback settings data table. I guess there should be a predefined logic for this parameter when add it to the datatable.
please refer below
https://docs.genesys.com/Documentation/DES/current/Help/CallbackV2
------------------------------
Sravan Karasudula
Microsoft Corporation
Original Message:
Sent: 05-06-2021 04:45
From: annie Ng
Subject: missed schedule call back
that configuration sounds like what I need. May I know if this setting set on agent level or division level? any documentation I can reference to make this setting? Thanks.
------------------------------
annie Ng
Accenture Company Limited
Original Message:
Sent: 05-06-2021 04:39
From: Sravan Karasudula
Subject: missed schedule call back
Hi Annie,
Most of the applications won't store the information of agents who are not available,as it only tries to route the call to the available agents(Skill based routing). I guess we don't have a option to route the call to same agent but we can configure that redial period on application and configuring the Timeout on Tables. There is a variable snooze duration which allows the application to redial after 15mins.
------------------------------
Sravan Karasudula
Microsoft Corporation
Original Message:
Sent: 05-05-2021 10:05
From: annie Ng
Subject: missed schedule call back
for the schedule call back, If the agent miss a scheduled callback, Genesys Cloud routes immediately to the next available agent in the queue.is there anyway we can config the schedule call back to redial in 15mins to the same agent if that agent not available?
#Routing(ACD/IVR)
#Telephony
------------------------------
annie Ng
Accenture Company Limited
------------------------------