Agent Callbacks

[nwhit]

We enabled the scheduled callbacks for the reps. You disposition scheduled callbacks and a calendar comes up. When you schedule the call back it saves it in “my active callbacks” for that specific rep. The problem is that it doesn’t come back and alert the agent that they have a scheduled callback. Nothing pops on their screen. If you don’t check the box “my call back only” it will come up on a different agents screen when the time comes. So it works to a random person, just not to the specific agent that scheduled the callback.

VERSION: 2.4-306a
BUILD: 110310-0311

Thanks!

[GaD]

And what does "Scheduled Callbacks Alert: " show in the campaign details?

[nwhit]

Scheduled Callbacks: Y
Scheduled Callbacks Alert: RED
Scheduled Callbacks Count: ALL_ACTIVE
My Callbacks Checkbox Default: CHECKED

Thanks!

[williamconley]

It's not expected to "pop up", but it does show a callback alert (in red, optionally blinking) on the agent screen. The agent requires manual dialing permission. But there is no "pop up".

[nwhit]

Unfortunately, it does not pop-up on the individual agents with any RED anywhere on their screen when there is a callback. Could this be an issue with the version that we are running?

[williamconley]

as I said, it does not pop up at all.

there is merely a blue underlined link. this link will be visible if the conditions are correct, which likely includes the agent and campaign both having permission for callbacks and/or manual dial. have you looked to see if there is a callbacks link on the agent page (WITHOUT a popup?). Did you set this up according to the Vicidial Manager's Manual by following the instructions ... or are you trying to "wing it"?

[sunilkumarmehta]

If there is any way so that admin can mandate the user only cbhold as in sales process 70% of sale comes from callbacks and many time rep forget to dial Call back on time. Pls help...

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method (7.X.X?) and vicidial version with build (VERSION: 2.X-XXXx ... BUILD: #####-####).

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "manual/from scratch" you must post your operating system with version (and the .iso version from which you installed your original operating system) plus a link to the installation instructions you used. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) There is no "you can't make calls if you ignore your callbacks" function within Vicidial's core. It would have to be an external script that auto-paused the agent or perhaps changed their user group to one that has NO autodial leads in any available campaigns (thus nothing else to do but make those callbacks).

4) "Forget" is not what's really happening. They are ignoring the "you have callbacks" message on their screen which, when properly configured, will ONLY appear if they actually have callbacks they should be making right now. If they have a callbacks link on their screen, but all of them are for the future, you have configured it incorrectlly.

5) I think it would be a Worthy Feature to "auto-pause" any agent who has at least ONE overdue callback (even if it's only overdue by 1 second!). You should sponsor that.