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  • 1.  Schedule callbacks during a voice interaction

    Posted 11-11-2022 02:05
    Edited by King Kwong 11-11-2022 02:06
    Dear all,

    The custom script can be shown on every outbound calls (voice interacion on behalf of a queue). When the called party unanswered the call, agent creates a callback using the below method.
    Schedule callbacks during a voice interaction - Genesys Cloud Resource Center (

    It was found that when the callback call arrives, the custom script is not showing up.

    When the same callback schedule is set up after the orginal call was got answered, the custom script can be shown normally.

    Any idea why this happened?

    King Kwong


  • 2.  RE: Schedule callbacks during a voice interaction

    Posted 11-11-2022 10:16
    Using the method you are, specifying the script is not possible.  I would use a Data Action and this API: which would allow you to specify the script.  The only other method would be to define the script in the queue as the default one.  That is what is used when the script is not defined.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Schedule callbacks during a voice interaction

    Posted 11-29-2022 12:47
    Hi Robert,

    That's means to create an outbound call flow? Could you share me some samples?

    King Kwong
    Telstra Singapore Pte Ltd

  • 4.  RE: Schedule callbacks during a voice interaction

    Posted 12 days ago

    King, if you are going on the left panel and creating an interaction on behalf of a queue, the only way for the agent to see a custom script, is for that custom script to be specified on the queue configuration (queue>voice>default script>choose your custom script from the dropdown). Using the method you linked, that same script will be displayed to the agent when the callback arrives for them to process. If you want a different script to be used when the agent receives the callback for processing, you need to use a different method for scheduling the callback. Essentially you would need to edit the default script you have assigned on the queue level and have your agents change their behavior slightly when scheduling a callback. Instead of using the the built-in button on the call control panel, you will re-create the functionality in the script.

    On that script, make sure you have variables to contain the name of the person you are calling back, the phone number you are calling, and a variable to contain the date/time you want the callback to occur. Create a button and attach a click action to it. That action will be a Scripter>Schedule Callback action. Fill in the first three values with the variables you created. Then scroll down and specify a queue for the callback, this could be the current queue or a different one, you could even variablize it. Then add a preferred agent if desired. The key to this whole thing is the 'Callback Script ID' value. This is where you can specify a different script than the one that is default for the queue. This would be the script the agents will see when they receive the callback for processing. 

    Hope this helps. Here are a couple of basic screenshots

    Kevin Goodwin
    Mediu, Inc.