Voice Callback (VCB) helps contact centers manage periods of high, inbound call volume. It is an option for Universal Routing (Enterprise Routing and Network Routing, releases 6.5.1 and above). VCB provides an additional channel for customer contact when the call load is heavy at a contact center and allows callers to request a callback from an agent instead of waiting on hold.
Voice Callback falls under the Customer Engagement Digital solution of the PureEngage offering.
Important! Genesys Voice Callback entered End of Life (EOL) on August 31, 2016. It enters End of Maintenance on February 28, 2018, and reaches End of Support on August 30, 2018. If you have questions, contact your account representative.
Use this guide to install and configure Voice Callback.
Use this guide to find additional information on configuring Voice Callback.