AI-generated summary
Genesys Cloud provides comprehensive callback and call transfer functionality for agents managing customer interactions. Callbacks are outbound calls requested by contacts waiting in queue, appearing in the Active Interactions list with contact information and scripts displayed in the Interaction Details window. Agents accept callbacks through the Answer function, though auto-answer and automatic callback features may modify this process. The system automatically dials in-queue and scheduled callbacks; for ACD voicemail and multi-number callbacks, agents select the desired number before initiating the call. Customer First callbacks connect to the recipient before agent acceptance, while the Reserve Agent before Callback Dialing option may introduce extended silence during system dialing. Agents complete callbacks through the End Callback function, with auto-end callback options available if configured by managers.
Transfer capabilities vary by callback stage: blind transfer is the only option before contact connection, while both blind and consult transfers are available after connection. Callbacks consist of callback segments managed by agents and call segments that are transferable. The system offers two primary transfer methods for ACD interactions. Blind transfers route calls directly to users, queues, external contacts, or phone numbers without prior communication with the recipient, utilizing a dynamic search interface that displays matching results with filtering options through dedicated tabs. Search results include agent skills, enabling location of agents with specific competencies. Queue transfers preserve the original call's priority and skills-based routing information, though this behavior can be modified in organization settings. Hovering over information icons displays available agent counts and estimated wait times for queues.
Consult transfers enable agents to speak with intended recipients before completing the transfer, using the same search and filtering capabilities as blind transfers. Consult transfers are limited to three parties total with only one consult permitted per call, though the transfer recipient may initiate subsequent consults. During consult transfers, the original caller is placed on hold while the agent connects with the recipient, with separate call controls available for managing both interactions. Bottom control options for managing consultations include Dialpad for numeric entry, Hold to alternate active parties, Resume to include the original caller in a three-way conversation, and Start Conference to convert the consult into an ACD conference. Additional controls include Disconnect to end consultation, Transfer to connect the original caller to the consulted party, Mute/Unmute for microphone control, and Start/End Secure Pause for secure pause sessions. End Callback dismisses callbacks without contacting the customer or routing to queue; if automatic callbacks are enabled, callbacks automatically terminate. Required permissions include Conversation > Communication > Target for basic operations, Conversation > Callback > Accept to receive callbacks, and Conversation > Callback > Create for scheduled callbacks, with additional transfer-specific permissions covering blind and consult transfers to various recipient types.