Schedule callbacks during a voice interaction

Prerequisites
  • Conversation > Callback > Create permission 

A callback is an outbound call requested by a contact. You can schedule a callback during a voice interaction. At the scheduled date and time, Genesys Cloud routes the interaction to an agent. For more information about how to place, transfer, or dismiss a callback, see Voice interactions for agents overview

  1. From a voice interaction, click Schedule a callback .
  2. Type or select the date for the callback.
  3. Type or select a time for the callback.
  4. (Optional) If the contact is not in your time zone, begin to type a time zone name and, from the list, select the appropriate one for the contact. Each time zone gets its name from a continent or ocean and then the largest city in the region, for example, America/New_York or Europe/Paris.

    Supported time zone names

    When agents schedule a callback, or administrators populate zone columns in a contact list, use the following zone names.

    Time zone names

    Africa/Abidjan

    Africa/Accra

    Africa/Addis_Ababa

    Africa/Algiers

    Africa/Asmara

    Africa/Bamako

    Africa/Bangui

    Africa/Banjul

    Africa/Bissau

    Africa/Blantyre

    Africa/Brazzaville

    Africa/Bujumbura

    Africa/Cairo*

    Africa/Casablanca*

    Africa/Ceuta

    Africa/Conakry

    Africa/Dakar

    Africa/Dar_es_Salaam

    Africa/Djibouti

    Africa/Douala

    Africa/El_Aaiun

    Africa/Freetown

    Africa/Gaborone

    Africa/Harare*

    Africa/Johannesburg

    Africa/Kampala

    Africa/Khartoum

    Africa/Kigali

    Africa/Kinshasa

    Africa/Lagos

    Africa/Libreville

    Africa/Lome

    Africa/Luanda*

    Africa/Lubumbashi

    Africa/Lusaka

    Africa/Malabo

    Africa/Maputo

    Africa/Maseru

    Africa/Mbabane

    Africa/Mogadishu

    Africa/Monrovia

    Africa/Nairobi*

    Africa/Ndjamena

    Africa/Niamey

    Africa/Nouakchott

    Africa/Ouagadougou

    Africa/Porto-Novo

    Africa/Sao_Tome

    Africa/Tripoli*

    Africa/Tunis

    Africa/Windhoek*

    America/Adak

    America/Anchorage*

    America/Anguilla

    America/Antigua

    America/Araguaina

    America/Argentina/Buenos_Aires*

    America/Argentina/Catamarca

    America/Argentina/Cordoba*

    America/Argentina/Jujuy

    America/Argentina/La_Rioja

    America/Argentina/Mendoza

    America/Argentina/Rio_Gallegos

    America/Argentina/Salta

    America/Argentina/San_Juan

    America/Argentina/San_Luis

    America/Argentina/Tucuman

    America/Argentina/Ushuaia

    America/Aruba

    America/Asuncion*

    America/Atikokan

    America/Bahia*

    America/Bahia_Banderas

    America/Barbados

    America/Belem

    America/Belize

    America/Blanc-Sablon

    America/Boa_Vista

    America/Bogota*

    America/Boise

    America/Cambridge_Bay

    America/Campo_Grande

    America/Cancun*

    America/Caracas*

    America/Cayenne

    America/Cayman

    America/Chicago*

    America/Chihuahua*

    America/Costa_Rica

    America/Cuiaba

    America/Curacao

    America/Danmarkshavn

    America/Dawson

    America/Dawson_Creek

    America/Denver*

    America/Detroit

    America/Dominica

    America/Edmonton

    America/Eirunepe

    America/El_Salvador

    America/Fortaleza

    America/Glace_Bay

    America/Godthab*

    America/Goose_Bay

    America/Grand_Turk

    America/Grenada

    America/Guadeloupe

    America/Guatemala*

    America/Guayaquil

    America/Guyana

    America/Halifax*

    America/Havana

    America/Hermosillo

    America/Indiana/Indianapolis*

    America/Indiana/Knox

    America/Indiana/Marengo

    America/Indiana/Petersburg

    America/Indiana/Tell_City

    America/Indiana/Vevay

    America/Indiana/Vincennes

    America/Indiana/Winamac

    America/Inuvik

    America/Iqaluit

    America/Jamaica

    America/Juneau

    America/Kentucky/Louisville

    America/Kentucky/Monticello

    America/La_Paz

    America/Lima

    America/Los_Angeles*

    America/Maceio

    America/Managua

    America/Manaus*

    America/Martinique

    America/Matamoros

    America/Mazatlan

    America/Menominee

    America/Merida

    America/Mexico_City*

    America/Miquelon

    America/Moncton

    America/Monterrey

    America/Montevideo*

    America/Montreal

    America/Montserrat

    America/Nassau

    America/New_York*

    America/Nipigon

    America/Nome

    America/Noronha

    America/North_Dakota/Center

    America/North_Dakota/New_Salem

    America/Ojinaga

    America/Panama

    America/Pangnirtung

    America/Paramaribo

    America/Phoenix*

    America/Port_of_Spain

    America/Port-au-Prince

    America/Porto_Velho

    America/Puerto_Rico

    America/Rainy_River

    America/Rankin_Inlet

    America/Recife

    America/Regina*

    America/Resolute

    America/Rio_Branco

    America/Santa_Isabel

    America/Santarem

    America/Santiago*

    America/Santo_Domingo

    America/Sao_Paulo*

    America/Scoresbysund

    America/St_Johns*

    America/St_Kitts

    America/St_Lucia

    America/St_Thomas

    America/St_Vincent

    America/Swift_Current

    America/Tegucigalpa

    America/Thule

    America/Thunder_Bay

    America/Tijuana*

    America/Toronto

    America/Tortola

    America/Vancouver

    America/Whitehorse

    America/Winnipeg

    America/Yakutat

    America/Yellowknife

    Antarctica/Casey

    Antarctica/Davis

    Antarctica/DumontDUrville

    Antarctica/Macquarie

    Antarctica/Mawson

    Antarctica/McMurdo

    Antarctica/Palmer

    Antarctica/Rothera

    Antarctica/Syowa

    Antarctica/Vostok

    Asia/Aden

    Asia/Almaty

    Asia/Amman*

    Asia/Anadyr

    Asia/Aqtau

    Asia/Aqtobe

    Asia/Ashgabat

    Asia/Baghdad*

    Asia/Bahrain

    Asia/Baku*

    Asia/Bangkok*

    Asia/Barnaul*

    Asia/Beirut*

    Asia/Bishkek

    Asia/Brunei

    Asia/Calcutta*

    Asia/Chita*

    Asia/Choibalsan

    Asia/Chongqing

    Asia/Colombo*

    Asia/Damascus

    Asia/Dhaka*

    Asia/Dili

    Asia/Dubai

    Asia/Dushanbe

    Asia/Gaza

    Asia/Harbin

    Asia/Ho_Chi_Minh

    Asia/Hong_Kong

    Asia/Hovd

    Asia/Irkutsk

    Asia/Jakarta

    Asia/Jayapura

    Asia/Jerusalem*

    Asia/Kabul*

    Asia/Kamchatka*

    Asia/Karachi*

    Asia/Kashgar

    Asia/Kathmandu*

    Asia/Kolkata

    Asia/Krasnoyarsk*

    Asia/Kuala_Lumpur

    Asia/Kuching

    Asia/Kuwait

    Asia/Macau

    Asia/Magadan*

    Asia/Makassar

    Asia/Manila

    Asia/Muscat*

    Asia/Nicosia

    Asia/Novokuznetsk

    Asia/Novosibirsk*

    Asia/Omsk

    Asia/Oral

    Asia/Phnom_Penh

    Asia/Pontianak

    Asia/Pyongyang*

    Asia/Qatar

    Asia/Qyzylorda

    Asia/Rangoon*

    Asia/Riyadh*

    Asia/Sakhalin*

    Asia/Samarkand

    Asia/Seoul*

    Asia/Shanghai*

    Asia/Singapore*

    Asia/Srednekolymsk*

    Asia/Taipei*

    Asia/Tashkent

    Asia/Tbilisi*

    Asia/Tehran*

    Asia/Thimphu

    Asia/Tokyo*

    Asia/Tomsk*

    Asia/Ulaanbaatar*

    Asia/Urumqi

    Asia/Vientiane

    Asia/Vladivostok*

    Asia/Yakutsk*

    Asia/Yekaterinburg*

    Asia/Yerevan*

    Atlantic/Azores*

    Atlantic/Bermuda

    Atlantic/Canary

    Atlantic/Cape_Verde*

    Atlantic/Faroe

    Atlantic/Madeira

    Atlantic/Reykjavik

    Atlantic/South_Georgia*

    Atlantic/St_Helena

    Atlantic/Stanley

    Australia/Adelaide*

    Australia/Brisbane*

    Australia/Broken_Hill

    Australia/Currie

    Australia/Darwin*

    Australia/Eucla

    Australia/Hobart*

    Australia/Lindeman

    Australia/Lord_Howe

    Australia/Melbourne

    Australia/Perth*

    Australia/Sydney*

    CET

    CST6CDT

    EET

    EST

    EST5EDT

    Etc/GMT*

    Etc/GMT+1

    Etc/GMT+10

    Etc/GMT+11

    Etc/GMT+12

    Etc/GMT+2

    Etc/GMT+3

    Etc/GMT+4

    Etc/GMT+5

    Etc/GMT+6

    Etc/GMT+7

    Etc/GMT+8

    Etc/GMT+9

    Etc/GMT-1

    Etc/GMT-10

    Etc/GMT-11

    Etc/GMT-12*

    Etc/GMT-13

    Etc/GMT-14

    Etc/GMT-2

    Etc/GMT-3

    Etc/GMT-4

    Etc/GMT-5

    Etc/GMT-6

    Etc/GMT-7

    Etc/GMT-8

    Etc/GMT-9

    Etc/UCT

    Etc/UTC

    Europe/Amsterdam

    Europe/Andorra

    Europe/Astrakhan*

    Europe/Athens*

    Europe/Belgrade*

    Europe/Berlin*

    Europe/Brussels

    Europe/Bucharest

    Europe/Budapest

    Europe/Chisinau

    Europe/Copenhagen

    Europe/Dublin

    Europe/Gibraltar

    Europe/Helsinki*

    Europe/Istanbul*

    Europe/Kaliningrad*

    Europe/Kiev

    Europe/Lisbon

    Europe/London*

    Europe/Luxembourg

    Europe/Madrid

    Europe/Malta

    Europe/Minsk*

    Europe/Monaco

    Europe/Moscow*

    Europe/Oslo

    Europe/Paris*

    Europe/Prague*

    Europe/Riga

    Europe/Rome

    Europe/Samara*

    Europe/Simferopol

    Europe/Sofia

    Europe/Stockholm

    Europe/Tallinn

    Europe/Tirane

    Europe/Uzhgorod

    Europe/Vaduz

    Europe/Vienna

    Europe/Vilnius

    Europe/Volgograd

    Europe/Warsaw

    Europe/Zaporozhye

    Europe/Zurich

    HST

    Indian/Antananarivo

    Indian/Chagos

    Indian/Christmas

    Indian/Cocos

    Indian/Comoro

    Indian/Kerguelen

    Indian/Mahe

    Indian/Maldives

    Indian/Mauritius*

    Indian/Mayotte

    Indian/Reunion

    MET

    MST

    MST7MDT

    Pacific/Apia*

    Pacific/Auckland*

    Pacific/Chatham

    Pacific/Chuuk

    Pacific/Easter

    Pacific/Efate

    Pacific/Enderbury

    Pacific/Fakaofo

    Pacific/Fiji*

    Pacific/Funafuti

    Pacific/Galapagos

    Pacific/Gambier

    Pacific/Guadalcanal*

    Pacific/Guam*

    Pacific/Honolulu*

    Pacific/Johnston

    Pacific/Kiritimati*

    Pacific/Kosrae

    Pacific/Kwajalein

    Pacific/Majuro

    Pacific/Marquesas

    Pacific/Midway

    Pacific/Nauru

    Pacific/Niue

    Pacific/Norfolk*

    Pacific/Noumea

    Pacific/Pago_Pago

    Pacific/Palau

    Pacific/Pitcairn

    Pacific/Pohnpei

    Pacific/Port_Moresby

    Pacific/Rarotonga

    Pacific/Saipan

    Pacific/Tahiti

    Pacific/Tarawa

    Pacific/Tongatapu*

    Pacific/Wake

    Pacific/Wallis

    PST8PDT

    UTC

    WET

    * Time zones supported on Microsoft Edge

  5. If the contact wants the callback to use a different phone number, type the number that they prefer.
  6. (Optional) To assign the callback to a specific queue, type or select a queue for the callback.
  7. To route the callback to you, select Route callback to me if possible. By default, scheduled callbacks route to the queue that received the original interaction.
    Note: If you miss a scheduled callback, Genesys Cloud immediately routes it to the next available agent in the queue. If there is not another agent on queue, the callback remains in the queue until an agent becomes available. 
  8. (Optional) If your admin has enabled owned callbacks, to take ownership of a callback, select Take Ownership. The callback waits for you to become available for the time configured by your admin.
    Notes:
    • Your admin can configure how far in advance you can schedule an owned callback. The maximum schedule out time can range from one hour to 30 days.
    • You cannot edit an owned callback within 15 minutes of the scheduled callback time.
    • Your admin can also set the length of time that you own a callback from one hour to seven days.
  9. At the bottom of the Schedule a callback panel, click Schedule

Notes:
  • You cannot schedule a callback for more than 30 days in advance.
  • When a rule marks a contact as uncallable, Genesys Cloud does not disconnect any scheduled interactions immediately. Scheduled interactions remain scheduled until you change the contact list or reset or recycle the campaign.
  • For more information about how to cancel a scheduled callback, see Scheduled Callbacks view.