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  • 1.  Schedule callbacks during a voice interaction

    Posted 08-13-2020 10:58
    No replies, thread closed.
    Good morning Community:

    I appreciate your help with a question related to the following reference: Schedule callbacks during a voice interaction - PureCloud Resource Center
    PureCloud Resource Center remove preview
    Schedule callbacks during a voice interaction - PureCloud Resource Center
    Prerequisites Conversation > Callback > Create permission (included in the Outbound Agent role) A callback is an outbound call requested by a contact. Agents can schedule a callback during a voice interaction. At the scheduled date and time, PureCloud routes the interaction to an agent.
    View this on PureCloud Resource Center >
    https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/

    How can we set the callback customer number in order to be dialed accordingly with the dial plan?

    The following scenario is presented:
    When Genesys Cloud receives an inbound call, and an agent is available in tje queue, he/she could schedule a callback related to that call using the functionality described in the reference above. But in the telephone field, Genesys Cloud put, automatically, a "+" sign as a prefix of the cellphone number and it is considered as an "invalid number". Why it is happen? How can we get it valid?

    Do you recommend this approach or by using and Script (https://help.mypurecloud.com/articles/add-a-schedule-callback-option-to-a-script/)?

    Thank you.



    #Telephony

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------


  • 2.  RE: Schedule callbacks during a voice interaction
    Best Answer

    Posted 08-15-2020 20:44
    No replies, thread closed.
    There are 3 types of scheduled callbacks possible:
    • Web-based widget that asks for name, number, day, and time
    • Agent scheduled tool allows agent to set callback number, date, time and routing option
    • In-queue messaging that ask user for number and date/time of callback (requires customization with API
    All three are presented to the agents as a callback that allows them to choose the number if multiple and click Begin Call.  This will use the dial plan related to site related to the phone the user is logged into.  The only way to change the way it dials out would be to change the number before the callback is created to match a different dial plan or force the user to only enter valid numbers that can be dialed.  

    As for the +, remember that Genesys Cloud is VERY e.164 centric, so try to make all numbers +[Country]-[Area Code]-[Number].  Your dial plan should have National and International classifications that should allow for both e.164 and standard format numbers.  You can always test the number in the Sites then Simulate Call to see if your dial plan is setup correctly.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Schedule callbacks during a voice interaction

    Posted 08-25-2020 15:31
    No replies, thread closed.
    Thank you for your clarifications. 

    Appreciate your help.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------

    Original Message


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