Genesys Cloud - Main

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

We do create callback with callbackScheduledTime on behalf of queue. 

So in the tests we found that 2 things need to happen for outbound call to be dialed:

1) current time to be past callbackScheduledTime

2) agent needs to be on-queue for that queue.

We need dial to happen without 2)

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

Hello Stepan,

To echo what @Robert Wakefield-Carl was talking about Customer first callbacks this essentially does what you are looking for. 

• "...you can choose Customer First to direct Genesys Cloud to connect to the callback recipient before an agent accepts the interaction. After the system determines that the customer is available and ready to speak to an agent, then the interaction routes accordingly and keeps the position in the queue."

Cheers,

We do create callback with callbackScheduledTime on behalf of queue. 

So in the tests we found that 2 things need to happen for outbound call to be dialed:

1) current time to be past callbackScheduledTime

2) agent needs to be on-queue for that queue.

We need dial to happen without 2)

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

Hello Cam,

thanks for responding!

Yes, we are choosing Customer First. But in our tests, outbound call is dialed only when there is agent on-queue. We need call to be dialed exactly at scheduled time regardless agent availability. How this can be achieved?

Regards,

Stepan

Hello Stepan,

To echo what @Robert Wakefield-Carl was talking about Customer first callbacks this essentially does what you are looking for. 

• "...you can choose Customer First to direct Genesys Cloud to connect to the callback recipient before an agent accepts the interaction. After the system determines that the customer is available and ready to speak to an agent, then the interaction routes accordingly and keeps the position in the queue."

Cheers,

We do create callback with callbackScheduledTime on behalf of queue. 

So in the tests we found that 2 things need to happen for outbound call to be dialed:

1) current time to be past callbackScheduledTime

2) agent needs to be on-queue for that queue.

We need dial to happen without 2)

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

Stepan, 

Browsing through some documentation and testing I think this is by design.

RC Doc:

• The agent must be on queue and not be fully utilized on those interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent.

This might be something to raise an idea for.

Cheers, 

Hello Cam,

thanks for responding!

Yes, we are choosing Customer First. But in our tests, outbound call is dialed only when there is agent on-queue. We need call to be dialed exactly at scheduled time regardless agent availability. How this can be achieved?

Regards,

Stepan

Hello Stepan,

To echo what @Robert Wakefield-Carl was talking about Customer first callbacks this essentially does what you are looking for. 

• "...you can choose Customer First to direct Genesys Cloud to connect to the callback recipient before an agent accepts the interaction. After the system determines that the customer is available and ready to speak to an agent, then the interaction routes accordingly and keeps the position in the queue."

Cheers,

We do create callback with callbackScheduledTime on behalf of queue. 

So in the tests we found that 2 things need to happen for outbound call to be dialed:

1) current time to be past callbackScheduledTime

2) agent needs to be on-queue for that queue.

We need dial to happen without 2)

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?

That should be true for outbound dialing, but for the callback, it should be sent to the queue and wait for the next agent.  What would be the use of dialing someone if there are no agents to take the call.  You may as well just use an agentless campaign.

Stepan, 

Browsing through some documentation and testing I think this is by design.

RC Doc:

• The agent must be on queue and not be fully utilized on those interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent.

This might be something to raise an idea for.

Cheers, 

Hello Cam,

thanks for responding!

Yes, we are choosing Customer First. But in our tests, outbound call is dialed only when there is agent on-queue. We need call to be dialed exactly at scheduled time regardless agent availability. How this can be achieved?

Regards,

Stepan

Hello Stepan,

To echo what @Robert Wakefield-Carl was talking about Customer first callbacks this essentially does what you are looking for. 

• "...you can choose Customer First to direct Genesys Cloud to connect to the callback recipient before an agent accepts the interaction. After the system determines that the customer is available and ready to speak to an agent, then the interaction routes accordingly and keeps the position in the queue."

Cheers,

We do create callback with callbackScheduledTime on behalf of queue. 

So in the tests we found that 2 things need to happen for outbound call to be dialed:

1) current time to be past callbackScheduledTime

2) agent needs to be on-queue for that queue.

We need dial to happen without 2)

You can create the callback with the scheduled callback API that will schedule for that exact time unless you assign to an agent and then it will allow for the agent to get off the phone before dialing.  I would also suggest you consider the Customer First routing so callers know it is the callback they requested before transferring to the agent.  

Hi,

we have requirement to be able to schedule callbacks at specific time. Those callbacks also needs to be dialed at exactly scheduled time, regardless if there are agents on queue and then, when customer connected, in the flow, decide which queue to go to. 

So far, whenever callback submitted on behalf of the queue is due to dial, there needs to be agent on-queue. We also not able to use Outbound campaign as you cannot specify dial time per list record.

Is there any solution we can use?