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Thread: Callback Make Call Button In the Interaction Desktop

  1. #1
    Join Date
    Jan 2013
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    4

    Callback Make Call Button In the Interaction Desktop

    What is the best way to automate in the Interaction Desktop the click of the Make Call button on the callback pop up when an agent is assigned to a callback. I need to also be able to do this on an agent by agent basis. Thanks.

  2. #2
    Join Date
    Jan 2016
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    5
    This isn't a client method for achieving this, this is a server method. So apologies if this isn't what you're looking for.

    I can't say that this is the best way, but you can use the 'CustomACDPostAlertInteraction' customization point to call a custom handler (use query media type to filter out non callbacks and perhaps other logic if you need to filter out specific workgroups). You can then use the User Login List tool to get the station of the agent and then the Place Call tool to place the call for that queue.

    If you want to filter this by user, you might use a custom attribute on their user profile that you can query with Get Ds Attr. This is roughly how we achieve an automatic outbound call on callback assignment.

  3. #3
    Join Date
    Jan 2013
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    4
    Thanks for the response I'm already doing the autodial once the callback is presented to the agent but it places the call as a new call and a new interaction and not tying the autodialed call to the call back interaction so the succeed and fail button are greyed out and not usable even though the autodial made the call. When manually clicking "make call" a conference call is initiated between the callback the call thus not allowing the agent to click the succeed or fail buttons. Any thoughts are welcome.

  4. #4
    Join Date
    Jan 2016
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    5
    We make an attribute that assigns the callbacks interaction ID to the new call and then this is stored as a custom attribute in the DB. We can then go back and tie them together for reporting purposes.

    We also use the Eic_CallbackCompletion and Eic_CallbackCompletionDisplay attribs (the attributes TR goes over these fairly well) in the handler to set the callbacks status based on the place call toolsteps outcome. We may have a much simpler use of callbacks, than you do, so your mileage may vary.

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