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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: superman on March 28, 2024, 07:21:53 AM

Title: Genesys Callback (GMS)
Post by: superman on March 28, 2024, 07:21:53 AM

Hello,

we are trying to implement Genesys Callback with GMS and need a preview callback that the agent will accept and then if he/she decides will manually call the number.
I understand that this scenario is not covered in the documentation or the templates (the agent preview template will automatically dial customer upon accepted).
I believe it is feasible because at the primary stages of testing, we had accomplished that kind of behavior but somehow we "broke" it.


Let me know your thoughts on this.

Title: Re: Genesys Callback (GMS)
Post by: Kubig on March 28, 2024, 07:28:26 AM

[url=https://docs.genesys.com/Documentation/CLBCK/8.5.2/UG/UserTerminatedDelayedPreview]https://docs.genesys.com/Documentation/CLBCK/8.5.2/UG/UserTerminatedDelayedPreview[/url]

Title: Re: Genesys Callback (GMS)
Post by: superman on March 28, 2024, 07:47:28 AM

Thank you for the quick response. This is the template/scenario being used. But as soon as the agent accepts the call the number is automatically dialed. ORS sends a RequestMakeCall to SipServer.

Have you achieved such behavior? If yes, could you share the settings that made this possible?

Title: Re: Genesys Callback (GMS)
Post by: cavagnaro on March 29, 2024, 11:24:13 AM

Preview? For such you need OCS. GMS stores the call position with URS and therefore is dialed as soon as agent is available.


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