Respond to callback interactions

Upon activation of a callback, the agent is notified in the Omni-Channel utility. The agent can accept or decline the callback request. When the agent accepts the callback request, the contact center app displays the callback status along with relevant callback number details. 

  1. If multiple callback numbers are available, a dropdown list will display the numbers. Select a number from the list and click  Call.
  2. When the call connects, the Omni-Channel and the contact center app display all the options available for any other voice call. The options include adding another caller or blind transferring the call from the Omni-Channel utility, and scheduling a callback from the Genesys Cloud CX Utility.Callback component added to the contact center.
  3. To end the call, click End Call. This action disconnects the call and automatically launches the after call work window.
  4. Finalize the after call work and click End Callback to complete the callback interaction.

The contact center app maintains the current callback interaction until the End Callback is clicked, allowing agents to make multiple calls to the customer without disruption.