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Genesys Callback allows implementing patterns to be checked before performing the callback attempt. The Patterns tab enables you to configure exceptions; for example, phone numbers. You can define as many patterns as you wish, then add them to your Callback services.
Customer Phone Numbers
For the _customer_number parameter used in Callback, note that the system internally adds a + sign to the phone number by default. As a result, if _customer_number=12345678901, it will become _customer_number=+12345678901 in the system before going through the processing of the patterns exception. So, to define patterns exception for specific phone numbers, you need to add the + sign at the start of your pattern exception, for example:
Create a Pattern Group
Navigate to Services and Tools > Tools > Patterns. Click Add to define a new group of patterns. Enter a name.
Create an Exception Pattern
Test your Exception Pattern
Select a group. You can test the value of a pattern against this entire group. Type a value in the input field, and if a match is found, the corresponding table row will be highlighted.
Add the Pattern Group to your Callback Service
Navigate to Services and Tools > Services and expand your Callback service. In the General section, set the name of your Pattern Group as the value of the _exceptions parameter.
How to get Help about Supported Patterns?
Click the Help button to get more information about the supported patterns. For additional details, refer to Oracle Java Lesson: Regular Expressions.