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Thread: Rescheduling Personal Callbacks

  1. #1
    Join Date
    Apr 2014
    Posts
    9

    Rescheduling Personal Callbacks

    We have a scenario where outbound agents set personal callbacks for a set date & time. In the meantime, the customer has e-mailed in asking the callback be rescheduled for a new time. Is there anyway the agent can reschedule the callback without the call being delivered to them from the dialler?

  2. #2
    Join Date
    Aug 2007
    Posts
    157
    I do not believe there is a built in method to do this for a specific call back. I ended up building a call back organizer for the agents they launch from interaction scripter so they can reschedule and delete call backs as they see fit.

  3. #3
    Join Date
    Oct 2010
    Posts
    94
    Callback information is stored in the CallSchedule table. Manipulating this allows you to add, edit or remove callbacks.

    It all depends on how you want the agent to see it. A web UI, a disposition of a call, or whatever. You could use a custom script, or a disposition policy (that perhaps fires a stored procedure) then there are handlers (especially useful if the manipulation is due to an inbound call) which you could, perhaps, trigger with a custom button.

    The most important thing to remember, though, is that directly editing Dialer tables is not recommended while the campaign is running as it can affect performance. Either do the updates overnight (probably not an option here) or use Dialer ICELib to ask Dialer to update the tables for you....

    HTH
    Paul Simpson
    Technical Sales Systems Engineer

  4. #4
    Join Date
    Apr 2014
    Posts
    9

    Restricting Time to set Callbacks

    Does anyone know whether there is a way to restrict the Calendar popup in Scripter for callbacks so agents can't set callbacks say more than 30 days in advance?

  5. #5
    Join Date
    Oct 2010
    Posts
    94
    Quote Originally Posted by pveljovic View Post
    Does anyone know whether there is a way to restrict the Calendar popup in Scripter for callbacks so agents can't set callbacks say more than 30 days in advance?
    This really should've been a now thread.

    Only way I can think of would be to use a Custom Script.
    Paul Simpson
    Technical Sales Systems Engineer

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