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

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:14Z

Corinne.hicks@genesys.com: Published

2021-12-16T12:45:22Z

Published

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

2021-11-09T21:11:16Z

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

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

2020-07-25T02:31:46Z

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

Corinneh: Published

2020-07-20T18:54:02Z

Published

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

2020-07-15T12:03:26Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:46:29Z

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

Corinneh: Published

2020-07-07T17:46:23Z

Published

Show changes

Corinneh: Published

2020-06-26T20:26:10Z

Published

Jerickso: Published

2020-06-08T23:59:15Z

Published

@@ Line 193: / Line 193: @@
 |anchor=test_callback_scenario
 |alignment=Vertical
-|structuredtext=Now you can test the in-queue Callback scenario. Call the phone number that is assigned to the Designer Default-type application and accept an in-queue callback for an external phone number on which you can receive calls. If an agent with a matching skill is already logged in to the voice channel in Agent Desktop, you will receive a phone call on the external phone number. Once you have accepted the callback on the external phone, the call will be connected to the logged-in agent.
+|structuredtext=Now you can test the in-queue Callback scenario. Call the phone number that is assigned to the Designer Default-type application and accept an in-queue callback for an external phone number on which you can receive calls. If an agent with a matching skill is already logged in to the voice channel in Agent Workspace, you will receive a phone call on the external phone number. Once you have accepted the callback on the external phone, the call will be connected to the logged-in agent.
 To test Scheduled callback, call the phone number that is assigned to the Default-type application and choose <tt>Scheduled Callback</tt>. Listen carefully to the prompt. If it is using default settings, then it will ask you to specify a day and time for the callback based on the Pacific time zone. Also pay close attention to the actual date and time that you booked before accepting, especially if you have entered a time intended to be on the current day; the system might have offered you a time slot that is a week later. The outbound call experience is identical to the in-queue callback scenario.

@@ Line 19: / Line 19: @@
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=VQs}} to store callbacks. Genesys recommends that you use three queues for callbacks. For more information about the virtual queues, see {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=provision_vqs|display text=Provision the callback virtual queues}}.
 *At least one agent who will process Callbacks.
 |Status=No
 }}{{Section
@@ Line 86: / Line 87: @@
 |image=GES-DesignerProvisionning-CreateApp.png
 |structuredtext=In Designer, {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=add a new application}}. The application type must be <tt>Default</tt>. This application is used to offer callback through the IVR.
 |Status=No
 }}{{Section
@@ Line 109: / Line 112: @@
 |Media=Image
 |image=DesignerApp_publish-app_and_assign-number.png
-|structuredtext={{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SavePublish|display text=Publish}} your application and remember to {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=assign_phone_num|display text=assign a phone number}} to it.
+|structuredtext=When you complete configuration of the application, you must save and {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SavePublish|display text=publish}} it. Remember to {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|anchor=assign_phone_num|display text=assign a phone number}} to it.
 |Status=No
 }}{{Section
@@ Line 115: / Line 118: @@
 |anchor=outbound_app
 |alignment=Vertical
-|structuredtext={{NoteFormat|You must create the Callback-type Designer application before you can edit the {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=provision_callback_services|display text=CALLBACK_SETTINGS}} data table.}}
+|structuredtext=This application type is used for setting up outbound callbacks (voice calls only). Digital interactions are not supported.
 |Status=No
 }}{{Section
@@ Line 143: / Line 148: @@
 |Media=Image
 |image=DesignerApp_publish-out-application.png
-|structuredtext=Click '''Publish''' to make your application available. For information about publishing a Designer application, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SavePublish|display text=Saving and Publishing Your Application}}.
+|structuredtext=When you complete configuration of the application, you must save and publish it. You click '''Publish''' to make your application available for use. For information about publishing a Designer application, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=SavePublish|display text=Saving and Publishing Your Application}}.
 |Status=No
 }}{{Section

@@ Line 192: / Line 192: @@
 To test Scheduled callback, call the phone number that is assigned to the Default-type application and choose <tt>Scheduled Callback</tt>. Listen carefully to the prompt. If it is using default settings, then it will ask you to specify a day and time for the callback based on the Pacific time zone. Also pay close attention to the actual date and time that you booked before accepting, especially if you have entered a time intended to be on the current day; the system might have offered you a time slot that is a week later. The outbound call experience is identical to the in-queue callback scenario.
-To test web callback, see {{Link-SomewhereInThisManual|topic=ManagingCallbacks|anchor=top|display text=Managing Callbacks}} for information about creating a callback in the Callback UI, or {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Engage REST APIs and Tutorials for Callback}} for information about creating a callback using the REST API.
+To test web callback, see {{Link-SomewhereInThisManual|topic=ManagingCallbacks|anchor=top|display text=Managing Callbacks}} for information about creating a callback in the Callback UI, or {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Multicloud CX REST APIs and Tutorials for Callback}} for information about creating a callback using the REST API.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Callback is provisioned with {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}}. To create and configure Callback services, Designer includes a set of {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackBlocks|display text=blocks}} dedicated to Callback. This article provides information about how to provision a basic callback scenario in Designer. For information about the supported callback scenarios, see {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=top|display text=Callback Scenarios}}. For information about provisioning the Click-To-Call-In scenario in Designer, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn}}.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Callback

@@ Line 157: / Line 157: @@
 |anchor=provision_callback_services
 |alignment=Vertical
-|structuredtext=The configuration parameters for Callback services are stored in the Designer CALLBACK_SETTINGS data table. For detailed information about the CALLBACK_SETTINGS table, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}} in the Designer documentation.
+|structuredtext=The configuration parameters for callback services are stored in the Designer CALLBACK_SETTINGS data table. For detailed information about the CALLBACK_SETTINGS table, see {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}} in the Designer documentation.
 You must make sure that the following prerequisites are completed before you add your queue to the CALLBACK_SETTINGS table:
@@ Line 163: / Line 163: @@
 *You must create the Callback-type Designer application before you can edit the CALLBACK_SETTINGS data table.
 *You must configure the business hours, including the time zone, before making the following updates to the CALLBACK_SETTINGS data table. You cannot save the data table before the business hours are configured.
-*The virtual queues that you will use for callback functionality must be created and saved in Platform Administration.
+*The {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=VQs|display text=virtual queues}} that you will use for callback functionality must be created and saved in Platform Administration.
 ====Adding a Callback virtual queue to the CALLBACK_SETTINGS data table====

@@ Line 47: / Line 47: @@
 *For each call type, the system can keep track of and compare Estimated Wait Time (EWT) and other important queue statistics separately.
-*You can configure both {{Link-AnywhereElse|product=PEC-REP|topic=HIW|standalone|display text=historical and real-time reporting}}. While the Inbound and Callback virtual queues collect statistics such as EWT and which calls accept the callback offer and which calls reject it, the Outbound virtual queue collects data for outbound interactions such as how long the customer had to wait for an agent to connect during the callback attempt.
+*You can configure both {{Link-Standalone|topic=PEC-REP/HIW|display text=historical and real-time reporting}}. While the Inbound and Callback virtual queues collect statistics such as EWT and which calls accept the callback offer and which calls reject it, the Outbound virtual queue collects data for outbound interactions such as how long the customer had to wait for an agent to connect during the callback attempt.
 After you create the virtual queues that will be used in your callback scenario, you must provision {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=create_des_apps|display text=applications}} and {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=provision_callback_services|display text=Callback services}} in Designer. The virtual queues that you have created for callback functionality will be required to complete the Designer application and services provisioning.

@@ Line 3: / Line 3: @@
 |DisplayName=Provisioning Callback in Designer
 |TocName=Provisioning Callback in Designer
-|Context=Callback is provisioned with {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}}. To create and configure Callback services, Designer includes a set of {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackBlocks|display text=blocks}} dedicated to Callback. This article provides information about how to provision a basic callback scenario in Designer. For information about the supported callback scenarios, see {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=top|display text=Callback Scenarios}}. For information about provisioning the Click-To-Call-In scenario in Designer, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn}}.l
+|Context=Callback is provisioned with {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}}. To create and configure Callback services, Designer includes a set of {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackBlocks|display text=blocks}} dedicated to Callback. This article provides information about how to provision a basic callback scenario in Designer. For information about the supported callback scenarios, see {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=top|display text=Callback Scenarios}}. For information about provisioning the Click-To-Call-In scenario in Designer, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn}}.
 |ComingSoon=No
 |Platform=PureEngage
@@ Line 20: / Line 20: @@
 *Route Points to be used for Inbound strategies that offer Callback.
 *Route Points to be used for Outbound strategies, if Callback calls to consumers will be handled by separate Outbound strategies.
-*{{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=VQs}} to store callbacks. Genesys recommends that you use three queues for callbacks. For more information about the virtual queues, see {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=provision_vqs|display text=Provision the callback virtual queues}}.
+*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=VQs}} to store callbacks. Genesys recommends that you use three queues for callbacks. For more information about the virtual queues, see {{Link-SomewhereInThisManual|topic=ProvisionCallback|anchor=provision_vqs|display text=Provision the callback virtual queues}}.
 *At least one agent who will process Callbacks.
 |structuredtextwide=

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

WikiSysop at 19:19, July 28, 2022

Corinne.hicks@genesys.com: Published

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

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"

Corinneh: Published

Corinneh: Published

Jerickso: Published

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

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