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About the Resource Center

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.
  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.
    • If you own a callback and are not available after the ownership period expires, Genesys Cloud removes the callback from the queue and disconnects it.
    • 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.