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  • 1.  Put Callback with Least Priority, How?

    Posted 8 hours ago

    Hi Team,

    My client asking if there is a way to make the callback whenever there is no calls waiting on the queue.
    is there a way to do that.

    Thank you


    #Implementation
    #Outbound
    #Roadmap/NewFeatures
    #System/PlatformAdministration
    #Telephony
    #CommunityAnnouncements

    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
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  • 2.  RE: Put Callback with Least Priority, How?

    Posted 4 hours ago

    Hi Mahmoud, 

    Just to clarify are you looking to:

    • Offer callbacks only when the queue becomes empty?
    • Or process existing callbacks once there are no active waiting calls?

    I don't think there is a native setting in Genesys Cloud to automatically trigger callbacks based on "queue empty" status.

    However, depending on the requirement, you could consider:

    • Using callback prioritisation so live inbound calls are always delivered first, and callbacks are only offered once queue demand drops
    • Routing callbacks to a separate queue with different priority and staffing logic

    It would be good to hear from the wider community as well if anyone has implemented something similar or found a creative workaround.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


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