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  • 1.  Schedule Callback field not populating - broken

    Posted 10 days ago

    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.

    Version 12.10.1+2-release/12.10.1-68d1cd8db7f84e71af2142ef37d732603a59fc23
    Windows desktop version 2.46.855.0
    Returning a blank like this 90% of the time.
    It happens for any queue, agents are redialing the number and hanging up to get the number populated in the field, sometimes more than once. I do have a ticket open with our 3rd party support and submitted traces.

    #Outbound
    #PredictiveEngagement/Routing
    #Unsure/Other

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    WendySachen
    Sr. System Administrator
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  • 2.  RE: Schedule Callback field not populating - broken
    Best Answer

    Posted 6 days ago

    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?



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Schedule Callback field not populating - broken

    Posted 2 days ago

    Hi Jason - I am getting the case number from our support tech...stand by.



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    WendySachen
    Sr. System Administrator
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    Original Message


  • 4.  RE: Schedule Callback field not populating - broken

    Posted 2 days ago

    case number: 0003941893 we continue to get more reports from agents. Doesn't matter if they are onsite or working remotely through VPN. I have reproduced once while on Genesys browser after 50+ attempts, all call center agents are using the desktop app who make outbound calls by the hundreds and the agent I am collecting logs from, it happens to 80% of his outbound calls. Hopefully the latest logs submitted give us more information.

    I have restarted our edge servers and audiocodes. Agent is restarting his PC every evening; we even transitioned him to a new laptop and no change.



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    WendySachen
    Sr. System Administrator
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    Original Message


  • 5.  RE: Schedule Callback field not populating - broken

    Posted 3 days ago

    In our organization, when we tested it happened sometimes, we chose to put it in the script and you can customize it, for example by setting time zone, queue, etc.
    If you have news about the case, I would appreciate it if you updated it.
    Greetings



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    Marek Pietrzik
    .
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    Original Message


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