Mobile Office

Mobile Office for Genesys Cloud supports both handling and scheduling callbacks. Since Mobile Office is fully plugged in on your Genesys Cloud environment, callbacks will only work for users that have the relevant callback permissions in Genesys Cloud.

Handling callbacks via Mobile Office#

When a callback gets routed to a user, it will come in just like any other interaction that can be rejected or accepted. Once the callback has been accepted, the user can:

• Dial out to the client
• Reschedule the callback
• Transfer the callback to another user
• End the callback

Scheduling callbacks via Mobile Office#

Mobile Office offers multiple ways of scheduling callbacks:

• During an active call
• During wrap up of a finished call
• When the call got disconnected due to connection issues