The Outbound Option
callback feature schedules a specific agent to handle a customer
callback. The feature enables the customer to continue working with the same
agent who spoke with them initially.
personal callbacks are handled in the associated campaign mode.
Only an agent who
dealt with the original call can set a personal callback. The dialer offers the
agent the personal callback using a mode similar to the Preview dialing mode.
This feature is
similar to Preview mode in that an agent reservation occurs first. When the
agent is reserved, they can either accept the customer call or reject it. (The
Skip option is not available.) Clicking
Close sets the
BAResponse variable to indicate a close operation. The
record is not dialed again.
are not dependent on a particular campaign, and do not require a running
campaign when the call is placed. This feature enables personal callbacks to
occur with active campaigns containing either predictive or preview skill
groups. Agents can receive a personal callback request while logged in to any
inbound, outbound, or blended skill group. The callback is linked to the agent
ID. If the agent logs in with a different agent ID, they cannot receive the
callback request. Only one dialer on a particular peripheral is assigned
personal callback records.
Personal_Callback_List table maintains a list of the customer records scheduled
to be called back by a specific agent. The Campaign Manager creates records in
the Personal_Callback_List table when an agent schedules a personal callback.
You can also use an
external program or third-party application to insert customer records directly
into the Personal_Callback_List table to support scheduling customer calls for
a specific time. For details on the table columns, see Outbound Option Guide
for Unified Contact Center Enterprise, Appendix F, Personal_Callback_ListTable.
When modifying the
Personal_Callback_List table, be aware of the following restrictions:
that insert new records into this table must populate the
InsertedIntoDBDateTime column with the current date and time. However, do not
modify SentToDialerDateTime. This date and time is set by the Campaign Manager.
Do not close
or delete Records when the Status is 'A'. Records that are pending can be
marked as closed or deleted in a Campaign Dialing List if they are not in the
supports three callback modes:
actions can take place during a personal callback:
If the customer
is unreachable during the callback time, the call is rescheduled up to the
maximum attempts or abandoned based on the configuration setup.
If the dialer
detects an answering machine response, the call is still transferred to the
scheduled agent. The agent can leave a message or reschedule the callback for
another convenient time.
callback mode is set to Reschedule or Abandon:
If the agent
is logged in at any point during the callback period, Outbound Option reserves
the agent and places the callback.
agent is unavailable during the entire callback period, the personal callback
fails. The call is rescheduled or abandoned based on the configuration setup.
callback mode is set to Campaign DN:
information, see Appendix F, "Personal_Callback_List Table".