Troubleshooting and validating functionality

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This topic is part of the manual Callback Administrator's Guide for version Current of Callback.

The Callback UI includes a number of troubleshooting and validation tools, available as menu options under the Developer and Tools tabs. This page describes those tools and also describes some features for which you might need to investigate the existing configuration as part of your troubleshooting effort.

Related documentation:

To view the Developer tab in the Callback UI, you must be assigned to the Callback Administrator or Callback Developer role.

Callback Administrators, Supervisors, or Developers have access to the Tools tab.

Displaying Errors

The Developer > Errors page displays the list of errors related to your Callback API queries. It is designed to help you solve API issues when developing an application using the REST APIs. When an API call returns an error, the response includes a correlation ID. Use this correlation ID as input for the Search field to find more information about a specific API call.

Video: Purging callbacks

This video describes the built-in callback purging feature. If you have regular business hours configured in Designer, then Callback automatically purges callbacks at the end of your business day. For global businesses, this helps to prevent such things as overnight callbacks to customers. You also have the option to purge callbacks after a specific duration of time has elapsed, if there are callbacks that cannot be processed within that time. This is helpful if your contact centers are open 24/7.

The video explains these options, provides some tips about how to use the purging feature, and describes how the purging feature works in some common scenarios.

Viewing CORS Domains

To access Genesys Engagement Services (GES) APIs in a Web application, your Web application's host must be registered as a "safe" domain or origin. The Developer tab includes an Allowed CORS Domains page, which you can access from the Developer tab menu. On the Allowed CORS Domains page, you can view the list of domains or origins that have been provisioned for your use. Cross-origin resource sharing (CORS) requests to the origins in the list are allowed.
The list of origins on the Allowed CORS Domains page is read-only. To add cross-origin resources to the list, you must contact your Genesys representative.
If you do not currently have the Allowed CORS Domains page in your Callback UI, contact Genesys Customer Care to request it.

Validating your API Key

If your permissions allow it, the Developer tab menu includes API Key Validation.

Copy/paste your API Key into the text box and click Validate API Key.

  • If your API Key is incorrect, the UI displays Invalid API Key.
  • If your API Key is valid, the UI displays Valid API Key.

Testing credentials and feature functionality

The Developer tab menu includes Credential Management, if you have sufficient permissions to view this part of the interface. Use Credential Management to register, manage, and test credentials for features within your Callback environment and features that work within other supported delivery networks.

To view GWS statistics information through Callback's Statistics API, you must register your credentials on the Credential Management > GWS Credentials tab before you can retrieve the statistics.

For additional information about the Callback APIs, see Genesys Multicloud CX REST APIs and tutorials for Callback.

If you use the following features with callbacks, then register, manage, and test the credentials associated with these features on the Credential Management page:

Click the feature name to find information about how to provision these features for use with Callback.

Booking a callback using the callbacks create API

When you book a callback using the Callback UI or the /callbacks/create API, the callback is booked regardless of the specified office hours or whether the virtual queue is enabled for immediate or scheduled callbacks. When you use the Callback UI to book a callback and you select Scheduled for the callback type, then only available timeslots are returned for the hours configured, but when you use the create API to book the callback, the slot availability is not checked. Genesys recommends that you use the other Genesys Engagement Services (GES) APIs to check those parameters before booking the callback. The following APIs are relevant in this situation:

  • To check if the office is open (configured in the Business Hours column in the CALLBACK_SETTINGS data table), use the /callbacks/open-for API.
  • To check which scheduled callback timeslots are available (configured in the Business Hours, Slot Capacity, and Slot Duration columns in the CALLBACK_SETTINGS data table), use the /callbacks/availability API.
  • To check the values of Immediate Enabled and Scheduled Enabled, use the /callbacks/queue-status API.

For the list of callback settings stored in the Callback Settings data table, see Callback Settings Data Table in the Designer User's Guide.

Refreshing your Tenant configuration data

During the process of migrating from an older version of Callback, you can use the Tools > Refetch Tenant Configuration menu option to immediately reflect recent changes to Tenant configuration in your Callback UI or to find out when the Tenant configuration data was last refreshed. The actual Tenant configuration is performed in Platform Administration or Agent Setup.

By default, Callback fetches the Tenant configuration every 30 minutes. When you click Refetch Tenant Configuration, the system refreshes Tenant configuration data wherever it exists throughout the Callback UI.

Once you are fully migrated to the latest version of Callback, there is no data in the UI that will be impacted by selecting this menu option.