Respond to callback interactions in CX Cloud

AI-generated summary

Genesys Cloud enables agents to manage callback interactions through the Omni-Channel utility, allowing them to accept or decline customer-initiated requests and access callback details including status and phone numbers. The platform supports two callback types: standard callbacks without voicemail and callbacks with ACD voicemail messages left during agent unavailability. For standard callbacks, agents select a phone number from available options, initiate the call, and utilize standard voice call features such as adding callers, blind transferring, and scheduling additional callbacks. After call completion, agents trigger the End Call function to disconnect and launch the after-call work window, then select End Callback to finalize the interaction. The contact center app maintains callback context throughout this process, enabling multiple uninterrupted customer calls within a single callback session. For callbacks with attached voicemail, the system displays a media player in the interaction panel agent acceptance. Administrators must configure a Trusted URL in Salesforce using the format https://api-downloads.<region> (for example, https://api-downloads.mypurecloud.com) and enable the media-src directive in Content Security Policy settings to support voicemail playback. The media player provides standard controls including play/pause, volume adjustment, and optional speed modification. Agents can download voicemail recordings and access transcribed text through a dedicated Transcription tab, with the ability to select and copy transcription content for interaction notes. Upon callback initiation, agents establish calls through the system and access standard voice call options including multi-party calling and blind transfers via the Omni-Channel utility. Call termination automatically initiates the after-call work window, which agents complete before selecting End Callback to finalize the interaction. ACD voicemail interactions are not recorded in Salesforce Voice Call Records; voicemail recordings remain accessible exclusively through the Genesys Cloud media player within the callback interaction context

Upon activation of a callback, the agent is notified in the Omni-Channel utility. The agent can accept or decline the callback request. When the agent accepts the callback request, the contact center app displays the callback status along with relevant callback number details.

The callback interactions fall in to two categories:

Standard callback – A callback request without an attached voicemail.
Callback with ACD voicemail – A callback request where the customer left a voicemail in a Genesys Cloud queue while no agents were available. The voicemail is routed to an agent as a callback interaction via ACD.

Respond to a standard callback interaction

If multiple callback numbers are available, a list displays the numbers. Select a number from the list and click Call.
When the call connects, the Omni-Channel and the contact center app display all the options available for any other voice call. The options include adding another caller or blind transferring the call from the Omni-Channel utility, and scheduling a callback from the Genesys Cloud CX Utility.
To end the call, click End Call. This action disconnects the call and automatically launches the after call work window.
Finish the after call work and click End Callback to complete the callback interaction.

The contact center app maintains the current callback interaction until the End Callback is clicked, allowing agents to make multiple calls to the customer without disruption.

Respond to a callback interaction with an attached voicemail

When your administrator has configured a call flow to give callers an option to leave a voicemail instead of connecting with an agent, you can receive them as ACD voicemail interactions. After a caller records a voicemail, Genesys Cloud routes it to an available agent in the specified queue. In the Omni-Channel widget, the ACD voicemail is listed as a callback request.

When you accept this type of callback, a media player appears in the interaction panel, indicating that a voicemail is attached.

Note: To listen to media play back for the attached voicemail, administrators must configure a Trusted URL in Salesforce. For detailed instructions on managing Trusted URLs, see in the Salesforce documentation.

URL format – Provide the URL in the format of https://api-downloads.<region>. For example, https://api-downloads.mypurecloud.com.
CSP Directives – Enable the media-src (audio and video) directive.

From the Omni-Channel widget, accept the callback interaction.
When the interaction includes an attached voicemail, a media player appears in the interaction panel.
Use the media player controls to listen to the voicemail before calling the customer:
- Play /Pause – Start or stop voicemail playback.
- Volume – Adjust the playback volume.
For more options, click More :
- Download – Download the voicemail recording.
- Speed – Change the playback speed to review the message more efficiently.
(Optional) If a voicemail transcription is available, review the transcribed text in the Transcription tab. You can select and copy the transcription text to use as notes for the interaction.
When you are ready to call the customer, select a callback number from the list if multiple numbers are available, and click Call.
When the call connects, the Omni-Channel and the contact center app display all the options available for any other voice call. The options include adding another caller or blind transferring the call from the Omni-Channel utility, and scheduling a callback from the Genesys Cloud CX Utility.
To end the call, click End Call. This action disconnects the call and automatically launches the after call work window.
Finish the after call work and click End Callback to complete the callback interaction.

Note: ACD voicemail interactions are not stored on the Salesforce Voice Call Record. The voicemail recording is accessible only through the Genesys Cloud media player within the callback interaction.

[NEXT] Was this article helpful?

Get user feedback about articles.