Place, transfer, and dismiss a callback

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

  1. Log in as an agent and go on queue
    The Interactions panel opens. Calls appear in the Active Interactions list. The contact’s information and script appear in the Interactions window. For more information about scripts, see Use scripts
  2. To begin dialing the contact, click Begin Call. Callback Begin callIf the contact has more than one number, click Begin Call and select a number to call. Callback Begin Call dropdown
  3. Complete the call.
  4. End the call and complete after call work (ACW).
  5. Click Done.
  6. To complete the interaction and dismiss the callback, click End Callback.

Transfer a callback

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

  1. From the current call, click the Blind Transfer icon. Transfer icon
  2. Type in the number you want to transfer the call to and press Enter, or start typing the user, external contact, or queue that you want to transfer the call to.
  3. If you are transferring the call to a user, external contact, or queue, select the user or queue from the suggestions displayed. 
  4. Click Transfer
    Genesys Cloud transfers the call to the number, person, or queue and sends you into 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.