Sbogard

Sophie Bogard, Senior Technical Writer in Genesys Technical Publications. You can query the following callback states:

Intermediate states
State name	Description
PROCESSING	Customer is connected to an agent and talking with this agent.
QUEUED	Callback request has been submitted to the callback Queue.
SCHEDULED	Callback request is scheduled.
ROUTING	Customer phone is reached and waiting for an agent.
Final state
COMPLETED	The call is done.
Reason for COMPLETED	Description
FAIL_LOAD_MESSAGE_FILE	Callback Service cannot load the strings resource file.
CANCELLED	Callback Service received a cancel request for this callback.
NOT_AVAILABLE	Callback Service exited with no specified reason.
FAIL_INTERACTION_DELETED	The callback interaction was deleted prior to routing the interaction to the agent.
AGENT_CONNECTED	Callback Service successfully routed the interaction to the agent.
FAIL_TARGET_NOT_FOUND	Callback Service cannot reserve the requested target to handle the request.
FAIL_ERROR	Callback Service failed due to an unknown error.
FAIL_TIMEOUT_TTL	Callback Service did not manage to handle the request in the specified time (_ttl).
FAIL_IXN_UNKNOWN_MEDIA_TYPE	The media type of the interaction is not supported by Callback Service. Callback Service only processes voice and chat interactions.
FAIL_NO_CUSTOMER_NUMBER	Customer number is missing.
Reason FAIL_USER_NO_CONFIRM	The user confirmation was not received although it was required; this issue can occur if _on_user_confirm_timeout is not set to CONNECT-ANYWAY.
Reason FAIL_QUEUEING	The callback request could not be queued.
Reason FAIL_AGENT_CONNECT	The callback interaction could not be connected to the agent.
Reason AGENT_PREVIEW_CANCEL_AFTER_<n>REJECTS	The agent rejected the request '<n>' times.
Reason FAIL_CALL_TO_CUSTOMER	Replaces FAIL_USER_UNREACHABLE since GMS 8.5.102.14. Callback Service could not connect the customer.
Reason FAIL_INCORRECT_CONFIG_MEDIA_TYPE	The _media_type option is set to an incorrect value.Callback Service only processes voice and chat interactions.
Reason FAIL_FAX_REACHED	Callback Service could not connect the customer. The provided number was answered by a fax machine.
Reason SUBMIT_ERROR	GMS did not manage to submit the callback service request to Orchestration Server for processing.
Reason FAIL_USER_UNREACHABLE	Reported as FAIL_CALL_TO_CUSTOMER prior to GMS 8.5.102.14.