Genesys Callback (GMS)

[superman]

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.

[Kubig]

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

[superman]

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?

[cavagnaro]

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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