Genesys Cloud CX

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  • 1.  Start a Conversation

    Posted 10-04-2022 14:54
    All.

    While we are on call, we could able to see that we can initiate a call by using plus sign as shown in the below screen shot. Can someone please share us the if there is ant link available to go through the functionality of this feature.


    #Omni-ChannelDesktop/UserInterface

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    Anurag Gusain
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  • 2.  RE: Start a Conversation

    GENESYS
    Posted 10-05-2022 03:51
    Hello Anurag,

    I believe that feature is the same one pertained in this article > https://help.mypurecloud.com/articles/place-new-call-call/
    The screenshot on the article is outdated but everything else should be correct. Curious - are you operating around this feature, or perhaps encountering any challenges or issues?

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    Nico Feliciano
    Genesys - Employees
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  • 3.  RE: Start a Conversation

    Posted 10-05-2022 10:39
    Thanks Nico for responding. The screen shot you referring on the article is stating to begin new interaction but the experience which I am facing with my screen shot is as below.

    • Received Inbound call and answered by Agent.
    • When Agent click on this "+" symbol, system initiates a callback to the same number.

    Looking for some article which talks about above functionality !


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    Anurag Gusain
    Servion Global Solutions
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  • 4.  RE: Start a Conversation

    Posted 10-05-2022 17:03
    Hello Anurag!

    looking at this screen and its information, it's like the platform is doing a very strange "callback."

    In fact, when you are on a call, the agent is able to make a call with query (I leave the icon that should be used), at this point he is able to call a second line, talk to whoever he needs, the client is on line 1, listening to music waiting, when the agent finishes the question or the 2nd line, just end line 2 and the client on line 1 returns to the service, this functionality still allows a conference to occur, let's assume that the client on line 1 needs to talk to a supervisor, but want to stay with the agent, just dial the call as a conference this way we will have 3 people on the same call or just a quick query with client 1 on the line.

    In your case, it is worth looking at the settings if no changes were made via script to use the button as a callback (they put a mask), just a guess :-D

    make a conference call or consultation

    an example of customization with script, creating specific queue buttons for transfer (one-off development)



    I hope you managed to understand me :-D


    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda

    #Omni-ChannelDesktop/UserInterface



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    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
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  • 5.  RE: Start a Conversation

    GENESYS
    Posted 10-10-2022 11:34
    Hello Anurag,

    I think I've found the reference you are seeking. That button schedules a callback during a current voice interaction. I needed some time to look for it because I do not see the exact button in my test org. Based on the reference article, you should be able make it unavailable if you remove the prerequisite permission Conversation > Callback > Create from a user.

    If you use scripts, this same functionality of scheduling a callback can be replicated at script level.

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    Nico Feliciano
    Genesys - Employees
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