- Preface
- Outbound Business Concepts
- Architectural Overview
- Outbound Option Installation: Preliminary Steps
- Outbound Option Installation: SIP Dialer
- Outbound Option Installation: SCCP Dialer
- Configuration of Campaigns and Imports
- Administrative and Supervisory Tasks
- Registry Settings
- Long Distance Digit Prefix Logic
- Dialer_Detail Table
- Termination_Call_Detail Table
- Dialing_List Table
- Schedule of Contacts Between Customers and Agents
- CTI OS Outbound Option ECC Variable Settings
- Index
Contents
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.
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.
|
||
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.
|
||
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. |