PEC-CAB/Current/Administrator/GES - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

2021-11-09T21:15:38Z

Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:11:41Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

2021-08-04T20:00:35Z

Published

Corinne.hicks@genesys.com: Published

2021-02-03T21:57:43Z

Published

Corinne.hicks@genesys.com: Published

2021-02-03T21:56:46Z

Published

Corinneh: Published

2020-10-15T20:14:05Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:12Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Corinneh: Published

2020-07-20T17:23:21Z

Published

Show changes

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:19Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:14Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

@@ Line 14: / Line 14: @@
 Genesys Callback, which takes its name from the most typical form of deferred agent voice connection, supports a user-originated call-in feature, in addition to a range of scenario and sourcing options. In short, Genesys Callback is much more than callback functionality.
-Genesys Callback is enabled by Genesys Multicloud CXment Services (GES) behind-the-scenes and you might see references to GES or "Engagement Services" throughout Callback pages or within resource names.
+Genesys Callback is enabled by Genesys Engagement Services (GES) behind-the-scenes and you might see references to GES or "Engagement Services" throughout Callback pages or within resource names.
 |Status=No
 }}{{Section

@@ Line 14: / Line 14: @@
 Genesys Callback, which takes its name from the most typical form of deferred agent voice connection, supports a user-originated call-in feature, in addition to a range of scenario and sourcing options. In short, Genesys Callback is much more than callback functionality.
-Genesys Callback is enabled by Genesys Engagement Services (GES) behind-the-scenes and you might see references to GES or "Engagement Services" throughout Callback pages or within resource names.
+Genesys Callback is enabled by Genesys Multicloud CXment Services (GES) behind-the-scenes and you might see references to GES or "Engagement Services" throughout Callback pages or within resource names.
 |Status=No
 }}{{Section
@@ Line 50: / Line 50: @@
 Callback Administrators and Developers have access to a '''Developer''' tab in the Callback UI. Use the '''Developer''' tab to manage callback activity and features at a more technical level. For example, you can check for errors in Callback API queries or validate API keys. To learn more about the tools on the '''Developer''' tab, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackDeveloper}}.
-If you work with GES/Callback REST APIs, you can find links to tutorials and additional information on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Engage REST APIs and Tutorials for Callback}} page in the Callback documentation.
+If you work with GES/Callback REST APIs, you can find links to tutorials and additional information on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Multicloud CX REST APIs and Tutorials for Callback}} page in the Callback documentation.
 |Status=No
 }}{{Section

@@ Line 69: / Line 69: @@
 |image=Callback-application-intro_tabs.png
 |structuredtext=The Callback UI has multiple tabs; you might see all available tabs or only some of the tabs. Administrators will make sure that you have access to the tab or tabs that you need to do your job. Access is based on the {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=|display text=role}} to which you have been assigned.
 |Status=No
 }}{{Section

@@ Line 82: / Line 82: @@
 }}{{Section
 |sectionHeading=Callback reports
 |alignment=Vertical
 |structuredtext=For information about real-time reporting for callbacks, see {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT}}. Callback activity is tracked as part of the {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RTRTemplatesA|anchor=Queuereports|display text=queue reports}}. You can {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|topic=RTRWidgets|display text=add a report widget}} that is based on the Callback Activity template to your Pulse dashboard.

@@ Line 21: / Line 21: @@
 |structuredtext=A callback is a data record that contains data for calling a customer at some time in the future. Callbacks generally consist of attached data and configuration data. Attached data is specific to the end customer and might be used in screen pops, routing, reporting, and other applications. Configuration data describes how a callback is fulfilled; this includes target expressions, timeout values, and virtual queue names.
-Using Callback, you can associate a callback service with a phone number, which enables a caller to request a callback. Depending on which scenario you choose to implement, the callback is then routed to an agent who processes the call.
+Using Callback, you can associate a callback service with a phone number, which enables a caller to request a callback. Depending on which {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackScenarios|display text=scenario}} you choose to implement, the callback is then routed to an agent who processes the call.
 |Status=No
 }}{{Section
@@ Line 79: / Line 79: @@
 *'''Call-In''': You must be a member of the Callback Administrator or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} to access the '''Call-In''' tab. If you have the Click-To-Call-In scenario provisioned, use the '''Call-In''' tab to view the Click-To-Call-In records.
 *'''Tools''': You must be a member of the Callback Administrator, Callback Supervisor, or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} to access the '''Tools''' tab. The '''Tools''' tab offers additional views and tools to assist with callback management, configuration, and troubleshooting. For example, you can search for a specific interaction within the callback records or check the EWT on a specific callback queue.
 |Status=No
 }}{{Section

@@ Line 68: / Line 68: @@
 |Media=Image
 |image=Callback-application-intro_tabs.png
-|structuredtext=The Callback UI has multiple tabs; you might see all available tabs or only some of the tabs. Administrators will make sure that you have access to the tab or tabs that you need to do your job. Access is based on the {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=|display text=Role}} to which you have been assigned.
+|structuredtext=The Callback UI has multiple tabs; you might see all available tabs or only some of the tabs. Administrators will make sure that you have access to the tab or tabs that you need to do your job. Access is based on the {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=|display text=role}} to which you have been assigned.
 |Status=No
 }}{{Section
@@ Line 75: / Line 75: @@
 |structuredtext=The following tabs are available in the Callback UI:
-*'''Callback''': Displays the list of callbacks. In some scenarios, you might need to create or monitor a callback request, or even cancel a set of callbacks. Callback Monitor is the minimum {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}} required to access the '''Callback''' tab. To modify callback records, you require the Callback Administrator or Callback Supervisor role.
+*'''Callback''': Displays the list of callbacks. In some scenarios, you might need to create or monitor a callback request, or even cancel a set of callbacks. Callback Monitor is the minimum {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} required to access the '''Callback''' tab. To modify callback records, you require the Callback Administrator or Callback Supervisor role.
-*'''Developer''': You must be a member of the Callback Administrator or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}} to access the '''Developer''' tab. From the '''Developer''' tab, you can access developers' tools such as the list of errors related to your Callback API queries as well as pages on which you can validate your API keys or provision Push Notifications.
+*'''Developer''': You must be a member of the Callback Administrator or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} to access the '''Developer''' tab. From the '''Developer''' tab, you can access developers' tools such as the list of errors related to your Callback API queries as well as pages on which you can validate your API keys or provision Push Notifications.
-*'''Call-In''': You must be a member of the Callback Administrator or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}} to access the '''Call-In''' tab. If you have the Click-To-Call-In scenario provisioned, use the '''Call-In''' tab to view the Click-To-Call-In records.
+*'''Call-In''': You must be a member of the Callback Administrator or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} to access the '''Call-In''' tab. If you have the Click-To-Call-In scenario provisioned, use the '''Call-In''' tab to view the Click-To-Call-In records.
-*'''Tools''': You must be a member of the Callback Administrator, Callback Supervisor, or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}} to access the '''Tools''' tab. The '''Tools''' tab offers additional views and tools to assist with callback management, configuration, and troubleshooting. For example, you can search for a specific interaction within the callback records or check the EWT on a specific callback queue.
+*'''Tools''': You must be a member of the Callback Administrator, Callback Supervisor, or Callback Developer {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=role}} to access the '''Tools''' tab. The '''Tools''' tab offers additional views and tools to assist with callback management, configuration, and troubleshooting. For example, you can search for a specific interaction within the callback records or check the EWT on a specific callback queue.
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Genesys Callback, available from the Genesys portal, provides traditional callback services, user-originated Click-To-Call scenarios, and supports the integration of Push Notifications and CAPTCHA widgets. This article includes information about where to begin if you are new to Callback and what steps are required to get started using the Callback UI.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Callback

PEC-CAB/Current/Administrator/GES - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

Corinne.hicks@genesys.com: Published

Corinne.hicks@genesys.com: Published

Corinneh: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Corinneh: Published

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"