Callback

Note: Not all changes listed below may pertain to your deployment.

• February 7, 2019 (9.0.000.14)
• December 28, 2018 (9.0.000.06)
• Known Issues

February 7, 2019 (9.0.000.14)

Features Coming Soon

Genesys Role-Based Access Control (RBAC)

• Support for Role-Based Access Control (RBAC). To give you additional control over user activities within the interface, Genesys Role-Based Access Control has been added to the Callback application. RBAC uses a combination of roles and privileges (Author’s Query: Or should this say “RBAC uses a combination of roles, privileges, and permissions …”?) configured in Platform Administration to control the tasks that users can perform on each tab to which they have access. For example, you might have a “View-only” role. Users assigned to that role could log in to the Callback interface and view the list of callbacks, but those users could not make any changes. While RBAC has been added to the Callback application in this release, the feature has a dependency on Platform Administration. RBAC will be available for use with the Callback application when Platform Administration has been updated to support this feature for Callback. Watch this Callback Release Note for future updates.

Restricting user access based on lines of business

• Using Role-Based Access Control (RBAC), you can limit the scope of what logged-in users can see and access based on your lines of business. Currently, any user who is logged in to the Callback application can see all callback requests as long as the user has access to that tab in the user interface. With the introduction of RBAC, you have the option to limit which callback requests a specific group or user can view. For example, if you have a Sales group, then you can allow that group to view only callback requests for Sales. While RBAC has been added to the Callback application in this release, the feature has a dependency on Platform Administration. RBAC and the ability to limit user access based on lines of business will be available for use with the Callback application when Platform Administration has been updated to support this feature for Callback. Watch this Callback Release Note for future updates.

December 28, 2018 (9.0.000.06)

What's New

Initial release

Genesys Callback enables you to provide a deferred option to connect consumers and agents at a mutually beneficial time, and provides support for Call-In behavior.

Callback is a generic product name that includes support for many scenarios and triggering sources including:

• Immediate (as soon as an agent is available) or Scheduled Callback offers
• IVR in-queue callback.
• Web or mobile callback — Public API-driven from mobile apps, Web sites, or the Genesys Widgets for Callback.
• Click-To-Call-In — A mobile app requests call-in details provided immediately or when an agent becomes available.
• Additional public APIs for queue Estimated Wait Time (EWT) and office hours availability
• Web administration UI for general management (list, create, cancel, reschedule callbacks)

Genesys Callback is enabled through Genesys Engagement Services (GES), the successor to Genesys Mobile Services (GMS) in the cloud. Designer is used to configure Callback.

Known Issues

There are currently no known issues.