I am trying to see if anyone can give me directions on courtesy callback. What I need to do:
Based on EWT and some other factors, make a decision, to offer courtesy callback (this is easy and doable). The next part is to insert the callback as a virtual call in place of the actual caller in the same position in the queue and offer callback when the position comes to the front of the queue (this is the part I am struggling with).
Does anyone know how this can be done?
You can use Genesys Call back solution with GSM, what you intend to do without creating a voice interaction is not doable.
I would be creating the callback, but I need to make sure that the created callback is at the same position in the queue. So for example, when the customer calls in they are at Queue Position 15 in VQ. We offer them to hold the position in the queue and they accept, which is when I would create a new callback.
Now, what kind of callback this should be? Immediate or scheduled? In either case, how to I ensure that the position of the customer in the VQ is 15 when the callback is created and then once the customer moves to the beginning of the queue generate the outbound call and connect with the available/reserved agent.
Up to my knowledge if it is immediate callback the position will be preserved automatically.
If it is scheduled then “preserving position” is sort of not applicable.
Okay, if the position is maintained, then all I have to do is generate a web call to create an immediate callback.. correct?
I agree, immediate should be the way to go. Make sure to inherit the inbound calls current priority, priority increment and skill expression and the callback interaction should have the “same place” in urs queue.
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So I finally tried to create Callback via API POST request, my request looks like this:
https://host:port/genesys/1/service/callback_service_name?_customer_number=11235555555&_wait_for_agent=false&_call_direction=‘USERTERMINATED’&_wait_for_user_confirm=false&_urs_virtual_queue=VQ_Alias_Name&_target=Skill_Name&_offer_callback=false&_media_type=voice&_cb_dim_channel=IVR
But ORS breaks and no callback is generated:
14:01:30.727 [T:5920] {ScxmlMetric:3} METRIC <transition sid='GFSKJQLNOL6AHATQG273H0A9VO000004' name='Activity.ActivityMethodsTemplate.RequestURSDelayStrategy.ReportInitialUserEvent' event='report_initial_userevent' target='Activity.ActivityMethodsTemplate.RequestURSDelayStrategy.AttachRepUserData1' line='5675' />
14:01:30.727 Alr 23019 [T:5920] Orchestration session: GFSKJQLNOL6AHATQG273H0A9VO000004 has encountered an execution error: uncaught exception: Invalid format for UTC timestamp : - in <script> at line: 5676.
14:01:30.727 [T:5920] {ScxmlMetric:3} METRIC <exec_error sid='GFSKJQLNOL6AHATQG273H0A9VO000004' result='uncaught exception: Invalid format for UTC timestamp : - in <script> at line: 5676' />
I tried passing the _desired_time in UTC as well, but that doesn’t generate the callback either, and it breaks here:
15:23:11.040 [T:6672] {ScxmlMetric:1} METRIC <extension sid='GFSKJQLNOL6AHATQG273H0A9VO000008' name='reschedule-callback' namespace='http://www.genesyslab.com/modules/dfm/gsgCallback/v1' />
15:23:11.040 [T:6672] {ScxmlMetricEvalExpr:3} METRIC <eval_expr sid='GFSKJQLNOL6AHATQG273H0A9VO000008' expression='_genesys.session.tenantid' type='number' result='101' />
15:23:11.040 [T:6672] {ORSInternal:3} +OrsEvent[0x0000000008183980]:name=error.gsgCallback.reschedule-callback
15:23:11.040 [T:6672] {ORSInternal:3} +IORSSessionTask[0x0000000003fcb750]
15:23:11.040 [T:6672] {DFM:1} DFMActionData::Execute() - Error: Failed to create fetch request descriptor; SessionID=[GFSKJQLNOL6AHATQG273H0A9VO000008], Error=[callbackexecutionname: Incorrect attribute type]
15:23:11.040 [T:6672] {ORSInternal:3} +OrsEvent[0x0000000008180180]:name=error.gsgCallback.reschedule-callback
Any ideas?
Have you refreshed the dfm files for ors after configuring gms?
The dfms are downloaded from gms admin UI, you need to enable dfm download in gms options, I think the section is named ‘features’.
After download you need to configure ors so it knows the location of said dfm files and restart ors.
Br
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Another thing, I checked your url and I wonder if that’s correct. Ors seems to complain about callback_execution_name.
In your url you have […]/service/callback_service_name […]
When I check the url in a working environment I see […]/service/callback/nameofcallbackservice/[…]
How have you named your gms callback service, is it called ‘callback_service_name’ or is that a placeholder?
Regardless you seem to be missing /callback/ between ‘service’ and the name of the service that should handle the request.
Br
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Thanks, putting the /callback/ helped.
Glad to hear it 
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