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

------------------------------
King Kwong

------------------------------

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.

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

Original Message:
Sent: 11-11-2022 02:04
From: King Kwong
Subject: Schedule callbacks during a voice interaction

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

------------------------------
King Kwong

------------------------------

Hi Robert,

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

------------------------------
King Kwong
Telstra Singapore Pte Ltd
------------------------------

Original Message:
Sent: 11-11-2022 10:15
From: Robert Wakefield-Carl
Subject: Schedule callbacks during a voice interaction

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.

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

Original Message:
Sent: 11-11-2022 02:04
From: King Kwong
Subject: Schedule callbacks during a voice interaction

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

------------------------------
King Kwong

------------------------------