Genesys Cloud
Configurable outbound routes for customer first callbacks
| 発表日 | 発効日 | Aha! アイデア |
|---|---|---|
| 2025-06-30 | - | Aha! リンク |
In a future release, Genesys Cloud will allow administrators to configure outbound dialing routes for customer first callbacks on a per-queue basis. This feature simplifies telephony management for global operations and ensures organizations have the necessary control to manage callback routing efficiently.
Why is this a useful change?
Previously, all customer first callbacks used the organization’s default telephony site for outbound dialing. This caused problems for global organizations. For example, if a callback request came from Turkey, the system would still place the callback using U.S. phone trunks, resulting in unnecessary long-distance charges.
何が変わるのでしょうか?
Administrators will now have the option to select a specific dialing group (either a telephony site or an edge group), for each queue’s customer first callbacks. This gives organizations more control over how and where these system-generated calls originate.
Configure outbound dialing routes
Select a new dialing group Admin > Queues > Callback > CustomerFirst.
If a Dialing Group is selected, the system will use that site or edge group for outbound callbacks from that queue. If no selection is made, the system will continue to use the default telephony site, preserving the current behavior.
Why this matters?
- Reduces or eliminates long-distance telephony costs for global organizations
- Provides flexibility to route callbacks based on location-specific resources
- Maintains existing behavior by default, so no action is required unless changes are desired
Dialing routes UI
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When Callback-related properties for the Queue are modified, or when the Queue is created or deleted Audit Viewer stores proper Log entries, which show full operation details.
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