Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Schedule a recall of unreachable webcallbacks

    Posted 06-16-2020 02:36
    No replies, thread closed.
    Hello,

    When an agent receives a webcallback and qualifies it as an answering machine or no answer. I see that this lead  is lost and she will not be called. Is it possible to do a processing for these webcallbacks qualifying as unreachable to recall them automatically. for example, for each webcallback qualifying as an answering machine, it will be called back after 1 hour.
    Currently my webcallbacks arrive from the website and they are attached to a queue.
    is there a solution to solve this problem.

    Thanks for your help
    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Almavia
    ------------------------------


  • 2.  RE: Schedule a recall of unreachable webcallbacks

    Posted 06-18-2020 12:15
    No replies, thread closed.
    Hey @Ragheb Gmira,

    Your question came up in Episode 8 of the Genesys Cloud Q&A Show! ​Hope you can check out the answer when you get a second. 

    Best,

    Matt (and George) ​​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
    ------------------------------

    Original Message


  • 3.  RE: Schedule a recall of unreachable webcallbacks

    Posted 06-23-2020 02:43
    No replies, thread closed.
    Hello,
    Thank you for your reply.
    But I don't understand how to create a contact list from webcallback.  could you tell me how to implement this treatment ?
    thank you so much

    I found this answer in the developper forum:
    "If you want the call to be part of a campaign, you need to add a record to the call list for that campaign and it will be dialed per the rules for that campaign. It will not be a callback media object, though you could put it in a preview campaign for similar behavior.
    If you want a scheduled callback, it will never be part of a campaign."

    ------------------------------
    Ragheb Gmira
    Almavia
    ------------------------------

    Original Message


Related Content