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  • 1.  Scheduling Agent‑Initiated Outbound Calls at a Specific Date and Time in Genesys Cloud

    Posted 01-21-2026 08:26
    No replies, thread closed.

    Hello everyone,

    We have a customer requirement to use Genesys Cloud to allow agents to schedule outbound calls to customers at a specific date and time.

    From an agent perspective, the idea is to have a lightweight form where they can enter details such as:

    • The customer's phone number
    • The desired date and time of the call

    Once the scheduled time is reached, Genesys Cloud should automatically create an outbound interaction (similar to a callback) and assign it to the same agent who scheduled it.

    Has anyone implemented a similar use case in Genesys Cloud?

    Thank you


    #API/Integrations
    #Telephony

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


  • 2.  RE: Scheduling Agent‑Initiated Outbound Calls at a Specific Date and Time in Genesys Cloud
    Best Answer

    Posted 01-22-2026 03:45
    No replies, thread closed.

    Hi Mostafa,

    We have implemented similar functionality about 3 years ago and it works great.
    We use our CRM (not linked to Genesys) to schedule customer callbacks. The process uses Genesys API's (POST /api/v2/conversations/callbacks) to create the scheduled callback, where you can specify customer phone number, callback datetime, queue, skills, any additional comments. The callbacks once created using this API will then be visible in the "Scheduled Callback" view.

    How we achieved the callback delivery to same agent.
    - Create a "special" skill for every user that is on Genesys, e.g. SKILL_FirstName_LastName and assign the skill to the individual user
    - Execute the above API and apart from other important parameters, assign the "special" skill to the callback
    - Genesys will create the callback with all the provided parameters
    - When the time for callback reaches, Genesys tries to send the callback to all agents with the skill, and in this case the skill we have added is for just 1 agent, and if they are available, the callback will go to them
    - Apart from the above API, we also used a few others to retrieve skill information, queue information etc.
    - You will need to consider if agent is busy or not available, then what process you need to follow

    Reason we used skills is to ensure that the callback always goes to the specific agent and then if the agent is not available, then all the callbacks scheduled for that agent can be picked-up by someone else if we add (temporarly) the skill to that person. This option was preferred over the "preferred agents" option in the API.


    Hope this helps.

    Regards



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
    ------------------------------



  • 3.  RE: Scheduling Agent‑Initiated Outbound Calls at a Specific Date and Time in Genesys Cloud

    Posted 01-22-2026 04:07
    No replies, thread closed.

    Hi Vineet,

    Thank you very much for sharing these details and for the clear explanation of your implementation.

    I really like the approach of using a dedicated skill per agent to guarantee callback delivery to the same person, as well as the flexibility it provides when the original agent is not available. The rationale compared to using preferred agents makes a lot of sense.

    I have one follow‑up question to better understand the operational flow on your side:

    • How does the agent schedule the callback himself when he is not already in an active call with the customer?
      In your setup, does the agent use a dedicated internal web application or CRM screen to enter the callback details (date/time, customer number, comments, etc.), which then triggers the POST /api/v2/conversations/callbacks API?
      Or is this functionality exposed directly to agents in some other way?

    Understanding whether a custom web application is required for agents, or if this can be handled purely via existing Genesys/CRM tooling, would really help us define our target architecture.

    Thanks again for the very insightful input, and looking forward to your feedback.



    ------------------------------
    Mostafa OUDDERHEM
    Ingénieur
    ------------------------------

    Original Message


  • 4.  RE: Scheduling Agent‑Initiated Outbound Calls at a Specific Date and Time in Genesys Cloud

    Posted 01-22-2026 04:30
    No replies, thread closed.

    Hi Mostafa,
    It will depend on your requirement, especially when the callback is to be scheduled. In our case we schedule the callback based on an existing call with the customer where for whatever reasons the customer asks the agent or agent offers a callback. The agent then create the callback in the CRM. You can do the same within Genesys where you can define a script which will have a basic callback setup pre-defined like for phone number, datetime, comments etc, and then a button to create the callback. Within the script you can then call the above API with all the required parameters including the setting the specific user skill. We actually had this solution at the start but then moved it to our CRM.

    Regards
    Vineet



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
    ------------------------------

    Original Message


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