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  • 1.  Callback trigger not firing when disconnected without answer(busy, voicemail)

    Posted 07-10-2025 12:17
    Edited by Vishwath Reddy Mandadi 07-10-2025 12:19

    Hi all,

    I'm currently facing an issue with a Genesys Cloud  trigger for callback interactions.

    **Use case:**
    I need the trigger to activate **when a callback is disconnected by the customer without being answered**, such as in the cases of busy signals, voicemail, or no answer.

    **Configuration I've tried:**

    • mediaType = callback
    • direction = outbound


    This worked briefly during initial setup, but is **no longer triggering** in the required scenarios. There are **no error messages**, but there's clear inconsistency in the trigger behavior.
    Needed topic name and condition.
    Has anyone else encountered this issue or is there a recommended configuration to reliably detect **unanswered/disconnected callback interactions**?

    Any insights or sample trigger conditions would be greatly appreciated.

    Thanks in advance!


    #Triggers

    ------------------------------
    Vishwath Reddy Mandadi
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  • 2.  RE: Callback trigger not firing when disconnected without answer(busy, voicemail)

    Posted 07-15-2025 08:19

    Hi Vishwath,

    What event are you trying to listen too?

    - John



    ------------------------------
    John Carnell
    Director, Developer Engagement
    ------------------------------

    Original Message


  • 3.  RE: Callback trigger not firing when disconnected without answer(busy, voicemail)

    Posted 07-15-2025 09:22

    Hi John,

    Thanks for responding!

    I'm trying to listen for a scenario where the callback interaction is disconnected by the customer without being answered - for example, if the customer hangs up before an agent answers, or if the call ends due to voicemail, busy signal, or timeout.

    The goal is to trigger an action in such cases, but currently, the trigger does not seem to fire reliably.

    I've tried a basic trigger configuration with:
        •    mediaType = callback
        •    direction = outbound

    It worked briefly during testing but now does not activate consistently in the scenarios mentioned above. I'm unsure which exact trigger configuration need. Would appreciate any guidance or sample trigger conditions for this use case.

    Thanks again!

    Best regards,
    Vishwath



    ------------------------------
    Vishwath Reddy Mandadi
    ------------------------------

    Original Message


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