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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 (mypurecloud.com)

    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?
    #Telephony

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    King Kwong

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  • 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: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks 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.

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

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    King Kwong
    Telstra Singapore Pte Ltd
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