Contents
Personal_Callback_List Table
This appendix
describes the Personal Callback List and documents all the columns in the
personal callback table.
In order to limit the
size of the Outbound Option database, a stored procedure is run daily at
midnight to purge records that are no longer needed from this table. For
details, see
Management of Campaign Manager Database Tables.
 Note |
This table is
insert only, and can be used to perform queries.
|
Personal_Callback_List Table
The following table documents all the columns in the personal callback table.
Table 1 Personal Callback Table ColumnsColumn 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.
|
CampaignDN
|
VARCHAR
|
Dialed number (DN) 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.
|
InsertedIntoDBDateTime
|
DATETIME
|
The date and time that the personal callback record was inserted into the
database.
Note
| The Campaign Manager sets this value when an agent
schedules a personal callback. Customers, partners or 3rd-party applications that insert new records into this table must populate
the InsertedIntoDBDateTime column with the current
date and time. |
|
SentToDialerDateTime
|
DATETIME
|
The date and time that the personal callback record was sent to the dialer and
inserted into the dialer cache for processing.
Note
| This date and time is set by the Campaign Manager. Do not modify this value. |
|