Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
CTI OS Outbound Option ECC Variable Settings
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Schedule of Contacts Between Customers and Agents

Schedule of Contacts Between Customers and Agents

This appendix describes the Personal Callback List and documents all the columns in the personal callback table.


Note


This table is insert only, and can be used to perform queries.

Personal_Callback_List Table

The Personal Callback List maintains a list of customer records scheduled to be called back by a specific agent. The Personal_Callback_List is managed by the Campaign Manager.

When an agent (working in an outbound campaign) schedules a personal callback with the personal callback mode enabled, the scheduled callback is treated as a personal callback (for the agent who scheduled the callback). The original record in the contact_list is updated with CallStatus=S ("S" indicates the customer record has a personal callback scheduled) and a new record is inserted into the Personal_Callback_List.

The following table documents all the columns in the personal callback table.

Table 1 Personal Callback Table Columns

Column Name

Type

Description

PersonalCallbackListID

AUTO-INT

Unique identifier for each record in this table.

DialingListID

INT

Cross-references a record that has been moved from the contact_list to this table.

CampaignID

INT

Campaign ID (if the record was originally dialed as part of a campaign).

PeripheralID

INT

Peripheral ID for the peripheral where the agent would be available.

AgentID

INT

Agent to which the call has to be connected.

AlternateVDN

VARCHAR

VDN to use (if original agent is unavailable).

GMTZone

SMALLINT

GMT of the customer number (if NULL, the local GMT zone is assumed). If this value is provided, it must always be a positive value from 0 to 23. Convert all negative GMT values using the following formula: 24 + (negative GMT value). For example, the US eastern time zone is -5, so the value stored in this column is 24 + (-5) = 19.

Phone

VARCHAR

Phone number to call back.

AccountNumber

VARCHAR

Customer account number.

MaxAttempts

INT

Maximum number of times a call will be attempted (decrements at each attempt). An "attempt" is defined as the Outbound Option Dialer’s attempt to reserve the agent and make the customer call. Since the Outbound Option Dialer is responsible for placing multiple customer call attempts (busy, no answer), the actual individual call attempts are not tracked here; only the end result at the end of the callback time range.

Note    Once this column is set to 0, no more attempts will be made.

CallbackDateTime

DATETIME

Time to attempt customer callback is normalized to the logger GMT zone; for example, if the Campaign Manager is in Boston and the customer is in California and wished to be contacted at 3:00 PM, the time in this column would be 6:00 PM.

CallStatus

CHAR

Current status of the callback record, such as 'P' for pending or 'C' for closed.

Note    New records must be set to 'P.'

CallResult

SMALLINT

Telephony call result (busy, no answer, and so on) or agent reservation attempt result (Agent Rejected Call, Unable to reserve and so on.)

LastName

VARCHAR

Last name of the customer.

FirstName

VARCHAR

First name of the customer.