Callback system -- proposal

[dreedy]

Hello, i am trying to figure a better way for the callback system to work. The blinking item on the agent screen does not help the agents to work there callback in a timely manner. It would be great if the agent screen has some better system but i am afraid it will require so much work it may not be worth it. I have been experimenting with the callback to email item and found a limitation that i sent a request to sales but i wanted to check with the community on this as a best action item.

"The callback to email function works but I see a limitation on it at present. If the list is inactive the callback does not get sent to the rep. Can we make the callback notification work on all leads so that if there is a callback the rep will always receive an email? Maybe add a system toggle to enable/disable?"

This is what i asked for it they say it is possible but will cost 20+ hours to complete.


I also checked on if a pre timer of sorts could be added basically get ready you have a callback coming up.

"Can also box either in the campaign or system with something like, "Callback email alarm [ 5 ] minutes before call."

This would take 8 hours to complete.

It would be so nice to advance the agent screen to some workable way for the callbacks also. but im not sure how to proceed in or if any of my ideas would be for the best. what does everyone this about this would it work and be worth the changes?

[williamconley]

I might just move any/all leads that have an active callback into an active list rather than leaving them in inactive lists. Moving a lead from one list to another is usually not problematic and there is code for it in the system which even includes noting the original list in case there are custom fields associated with that original list.

[mflorell]

We did add the "Next-Dial My Callbacks" campaign feature in recent years to help address this issue, although it only works for MANUAL/INBOUND_MAN campaigns.

As for list-switching, that is not possible for all clients, but the issue of custom lists you bring up shouldn't be a problem since the entry_list_id stores the custom fields list, not the list_id of a lead.