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Callback Record Block

  • The Callback Record block relies on callback functionality provided by Genesys Mobile Services. Read the Callback User's Guide for more information on how to implement this feature.
  • You must use this block in connection with the callback feature. See the Callback Block page for more information.
  • Make sure to review the Implementation section on this page, as it contains important information about how to use this block.

You can use the Callback Record block in the Self Service phase of shared modules. During callback, this block can prompt the caller to say his/her name and store this recording for later use. A common use case is to use the Callback Record block to record a caller's name and then, during the outbound callback, play back the name recording to the caller to confirm the correct person has been reached.

Prompts tab

Click Add Prompt to create a prompt that instructs to caller to state his/her name for the recording. See the Play Message block page for more information on adding prompts.

You can enable the following options:

  • Prompts must finish completely before users can provide input - Enable to ensure the caller listens to the entire prompt before the recording begins.
  • Play a beep tone prior to recording - Enable to add an audible beep to indicate when the caller should state his/her name for the recording.

You can also set a timeout period, in seconds, to wait before assuming that no input was received from the caller. Refer to the Retry tab to specify which actions are taken if the timeout period is reached. If retries are not permitted and the timeout period is reached, the application moves onto the next block.

Des callbackrecord prompts.png

Input tab

Configure the following options:

  • Maximum recording duration - Specify the maximum number of seconds to allow for each recording.
  • Minimum recording duration - Specify the minimum number of seconds to allow for each recording.
  • End of recording timeout - Specify how long to wait after the input stops to cease recording.
  • Use any DTMF keypress to stop recording - If enabled, the caller can use any DTMF key to cease recording.

Retry tab

Enable the Use application-wide retry check box to use the default retry settings for your application. You can view or change these settings by clicking Settings in the Toolbar.

If you disable the Use application-wide retry check box, you can enable the Allow Retries check box to specify retry rules for this block. In the Number of No Input retries allowed drop-down menu, select the number of retries to allow for callers whom do not provide input. For each retry, you can specify whether a prompt is played by clicking the corresponding section beneath this field. For example, if you allow two no-input retries and you want to play a prompt after the first retry, select the No Input #1 line and add a prompt. Enable the Play original prompt after this retry prompt check box to repeat the menu prompts for the caller.

Results tab

Specify a variable in which to store the result of this block.


The Callback Record block is intended for use in shared module templates, such as Template - Offer Callback. As this block relies on functionality provided by Genesys Mobile Services, you must only use this block after a callback has been booked with Genesys Mobile Services. For example, in the Template - Offer Callback shared module, you must add this block before the final User Input block, as shown below:

Des callbackrecord order.png
As shared module templates are read-only, you must first clone the Template - Offer Callback shared module to create a copy that you can edit to add a Callback Record block.

Next, to play back the recording during callback, place a Play Message block in the shared module used for the outbound callback (typically, this is a clone of Template - Calling Back). If you cloned the template, add the Play Message block at the beginning of its Self Service phase, as shown below:

Des callbackrecord playback1.png

Configure the Play Message block to play back the recording. In the Type drop-down menu, select Callback Recording to use the recording of the caller's name. Optionally, select an audio resource to play if the recording of the caller's name is unavailable.

Des callbackrecord playback2.png
This page was last modified on June 26, 2018, at 13:51.


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