Prerequisites

The following permissions:

  • Conversation > Callback > Accept (to be eligible for callback interactions)
  • Conversation > Callback > Create (to use the schedule option to create a callback

Feature coming soon : New UI for transfer, consultation, and conference target selection. For more information, see the Genesys Community.

A callback is an outbound call that a contact requests. Contacts can request a callback while in queue waiting for an agent. Genesys Cloud calls the contact when the next agent is available instead of making the contact wait on hold. 

Place a callback

When you log in as an agent and go on queue, the Interactions panel opens. Callbacks appear in the Active Interactions list. The contact’s information and script appear in the Interaction Details window. For more information about scripts, see Use scripts. 

  1. To accept the callback, click Answer.
  2. To begin dialing the contact, beside the number you want to call, click Begin Call . 
  3. Complete the call.
  4. End the call, complete after contact work (ACW), and click Done.
  5. To complete the interaction and dismiss the callback, click End Callback.

Transfer a callback

Notes:
  • When you have accepted a callback interaction but have not dialed the contact, blind transfer is your only transfer option.
  • Callbacks consist of callback segments and call segments. After you connect with the contact, you can either consult or blind transfer the call segment of the callback. As the original agent, you end the callback segment.

Use a blind transfer to transfer an ACD call directly to another user, number, external contact, or queue without talking to the intended recipient: 

  1. From the current call, above the Interaction Details, click Transfer .
  2. In the Transfer window, begin to type a name and from the list, select the person or queue that you want to transfer the interaction to.
    • To see all suggestions, click All .
    • To filter by Genesys Cloud users, click Users .
    • To filter by queues, click Queues .
    • To filter by External Contacts, click External Contact .
      The Genesys Cloud transfer window that shows icons for Genesys Cloud users, queues, and External Contacts

      Notes:
      • The All tab shows the sum of the initial results for the Users, Queues, and External Contacts tabs.
      • If the person you want to transfer the call to has more than one phone number, then to select the number that you want, click More .
      • If you transfer the interaction to a queue, the interaction waits in the queue for the next available agent.
      • If you transfer an ACD call to a queue, Genesys Cloud remembers both the priority and the skills-based information applied to the original call. You can change that behavior in organization settings. For more information, see Strip skills from voice interactions on blind transfers by agents.
    • Genesys Cloud transfers the call to the number, person, or queue and sends you to after call work.

        Dismiss a callback

        To dismiss the callback without calling the customer or transferring it, click End Callback.

        Note: If you click End Callback before you place the call, Genesys Cloud cancels the callback and does not route the interaction back to the queue.