Schedule callbacks during a voice interaction

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

   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.