Answer an ACD Callback

Brief Description

This workflow describes the steps for a user to answer an ACD (Automatic Call Distribution) callback in the Genesys system.

Select the Answer button.

Select the callback number to place the outbound call.

Select the End Call icon once you are finished speaking with the caller.

Select the wrap-up code that corresponds to the type of call you just handled. In this example, the Default Wrap-up Code is the only option available.

Select the Done button. 

Select the End Callback button.

Video Walkthrough