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  • 1.  Specify queue for scheduled callbacks

    Posted 08-07-2024 22:35
    No replies, thread closed.

    Hi Team,

    We have just activated this feature at the org level, and tested as the admin team without issues.
    When we attempted to get a supervisor and/or agent to test, they are unable to use it.
    That is - they are able to schedule a callback as normal, but they do not receive the field for selecting a queue to assign the callback to.

    I have scoured the interwebs (apparently not very successfully) for what I assume to be missing permissions, but I have not found anything.

    Anyone have any suggestions?

    Thanks in advance, 

    Tony.


    #Unsure/Other

    ------------------------------
    Tony Gibson
    Newcastle Greater Mutual Group
    ------------------------------


  • 2.  RE: Specify queue for scheduled callbacks

    Posted 08-08-2024 05:18
    No replies, thread closed.

    Hey Tony,

    By default it will set the callback to the queue the original interaction was created on.  Can you check if the following is enabled: Enable agents to specify queue for scheduled callbacks and see if that works.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Specify queue for scheduled callbacks

    Posted 08-11-2024 18:14
    No replies, thread closed.

    Hi Sam,

    Thanks for the reply.
    Yes - that is the setting that we are testing and wanting to roll out. After enabling the agents to specify the queue for scheduled callbacks, it is working for us (admins) in testing, but other general users do not receive the field to choose the queue.



    ------------------------------
    Tony Gibson
    Newcastle Greater Mutual Group
    ------------------------------

    Original Message


  • 4.  RE: Specify queue for scheduled callbacks

    Posted 08-12-2024 04:23
    No replies, thread closed.

    Hi Tony,

    I would recommend opening a case with care to check this for you.  It is likely a permissions related issue, but I tried to test it and was unable to recreate the issue.  I would recommend capturing network and consoles logs for one of the agents when they are trying to schedule a callback.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Specify queue for scheduled callbacks
    Best Answer

    Posted 01-27-2025 22:14
    No replies, thread closed.

    For those playing along at home - or anyone who may come across a similar issue:
    The missing permission stopping anyone but an admin from specifying a queue was:

    "Conversation > Settings > View"

    We came across this by trial and error and we have been unable to determine if it was removed from the default 'user' profile for another reason.
    The main thing is that users are now able to select a queue to have callbacks directed to as required.



    ------------------------------
    Tony Gibson
    It Specialist – Contact Centre Systems
    ------------------------------



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