Genesys Cloud - Main

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.

Hello Wendy,

I have not heard of any reported issues like that internally. Hopefully things have cleared up on your end. If not, could you please share the Genesys Case number so that I could monitor the issue on my end?

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.

Hello Wendy,

I have not heard of any reported issues like that internally. Hopefully things have cleared up on your end. If not, could you please share the Genesys Case number so that I could monitor the issue on my end?

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.

Hello Wendy,

I have not heard of any reported issues like that internally. Hopefully things have cleared up on your end. If not, could you please share the Genesys Case number so that I could monitor the issue on my end?

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.

Hi Jason,

Just updated my C1 support as well.  I can frequently reproduce the issue now. When making a call, we follow the steps below, specifically the "Alternative, type the phone number and press Enter." Once you press enter, the participant number is circled/highlighted and then you hit the call button (or hit Enter) to place the call.

I seem to remember a time when Genesys validated the participant number, and the call button would not turn green until it was validated (forced you to hit Enter). But today you can enter the participant number, click anywhere else without hitting enter, and click the call button.  Several times today I could reproduce the issue using this method. Doesn't recall the participant number because it never triggered to populate the database, or timing issue where participant info was not found, so it's null, returns nothing?

If I do the same thing from non-ACD call, I can actually see a split moment where the typed number field goes null before the connection is made. Can't schedule callbacks from there but wanted to see if it forced me to hit Enter before the Call button, which it doesn't there any longer either.

The agent still gets the empty field even when he hits Enter to register the number, but the frequency of it happening has decreased significantly. Only 5 times for him today. Another thing to note is if you transfer the call to another agent, the field magically populates.

Troubleshooting continues.

Hello Wendy,

I have not heard of any reported issues like that internally. Hopefully things have cleared up on your end. If not, could you please share the Genesys Case number so that I could monitor the issue on my end?

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.

Is anyone else have users reporting an issue where agents place an outbound call, attempt to schedule a callback but the field for the callback number that generally auto fills, does not populate.  You can't manually add it either to schedule. You can type it in, but it never lets you click Schedule when you click the button.