IWS / WDE Scheduled Callback Question

[abudwill]

Hi guys,

In WDE I know scheduled callbacks can occur with:
* Usage of Outbound/in a campaign
* By doing custom stuff, having an agent in an always running outbound campaign / adding a record to that campaign when a callback is needed
* Using the web callback product

Outside of these options, has callback functionality been offered in general within workspace?

Example: agent receives inbound call (or makes manual outbound call).  For whatever reason the agent wants or needs to call the customer back.  Is agent able to schedule a callback without using Outbound/web callback?  If so, what product is used to help with this?

Note that I am hearing Genesys Mobile Services can help accommodate this today - I don't need further information about that.  I am wondering historically if this was a feature and how it was implemented.

Regards,
Andrew

[cavagnaro]

Nope as you would need a DB or table of some sort to store that info.
There is no such product.

Curious about Mobile Services, how can it address this?

[abudwill]

This always happens to me, I figure out the answer just after I post (despite having researched a lot before posting).

Apparently this is possible (straight from WDE product manager) via Genesys Mobile Services (I don't know how yet, but I will have to learn how).

This was introduced in WDE 8.5.111.21 (February of 2016).

I was looking at an 8.5 deployment guide, I should have been looking at an 8.5.1 deployment guide.  The latest WDE deployment guide does talk about this and explains roles needed and WDE options that  can control how this works (such as URL to one of the GMS APIs)

[cavagnaro]

Well all seems to be documented well on the docs site, kinda interesting as uses ORS for queueing. Even they provide the strategies already. Seems doable.
Good luck!

[Kubig]

Yes, using the GMS you can use the reschedule callback function within WDE.

[OXE_4400]

Is it possible to implement WDE scheduled callback with GMS without ORS at all?

[cavagnaro]

ORS is for Load Balance I think.

[Kubig]

No, it is not possible to use GMS without ORS (on callback at least)