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  • 1.  The callback button is missing

    Posted 07-16-2024 02:58

    A customer calls into the flow and waits on hold, then is transferred into the flow to leave a voicemail.

    However, when attempting to call the customer back, the callback button does not appear. Where should I configure or fix this?


    #ArchitectureandDesign
    #Implementation
    #Outbound

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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
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  • 2.  RE: The callback button is missing

    GENESYS
    Posted 07-16-2024 15:46

    Hello,

    There are a few places where you can configure callbacks. I would recommend taking a look at the Create Callback action and the Schedule a callback in a script (agents) articles.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: The callback button is missing
    Best Answer

    Top 25 Contributor
    Posted 07-17-2024 03:16

    Hi Nuttapong,

    in addition to what Jason wrote: If a button is missing, than in 98% of all cases it is due to missing permissions. Please check all "callback" permissions. I am not completely shure, but maybe this article will help: Place, transfer, and dismiss a callback - Genesys Cloud Resource Center (mypurecloud.com)

    Best regards
    Christoph



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    Christoph Domaschke
    CRONBANK AG
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    Original Message


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