LIVE Callbacks does not dial come up automatically

[caspar]

I have a situation at a client's site where the agents schedule callbacks and select the "My Callback Only" checkbox.

The callbacks date/time show correctly under "My Active Callbacks" and correctly according to the database changes from ACTIVE to LIVE, but it does not popup on the agent's screen. The agent has to look LIVE for callbacks manually and dial them.

I must also further add that they use MANUAL DIAL method. Could this be the problem? Could it be because they select the "My Callback Only"? Or a combination of the two?

[Polis_ttt]

What's your user-settings for those agents? Both phone and agent account.

[caspar]

User accounts
User Level: 1
Agent Choose Ingroups: 0
Hot Keys Active: 0
Scheduled Callbacks: 1
Agent-Only Callbacks: 1
Agent Call Manual: 1
Vicidial Recording: 1
Vicidial Transfers: 1
Closer Default Blended: 1
VICIDIAL Recording Override: DISABLED
Agent Alter Customer Data Override: NOT_ACTIVE
All ADMIN INTERFACE options: 0

Phone accounts
Call Logging: 1
User Switching: 1
Conferencing: 1
Admin Hang Up: 0
Admin Hijack: 0
Admin Monitor: 1
Call Park: 1
Updater Check: 1
AF Logging: 1
Queue Enabled: 1
CallerID Popup: 1
VMail Button: 1
Fast Refresh: 0
Persistant MySQL: 0
Auto Dial Next Number: 1
Stop Rec after each call: 1
Enable SIPSAK Messages: 0
Rest is default settings

[mflorell]

Agents do have to click on the "X ACTIVE CALLBACKS" link to be able to dial callbacks, they do not automatically dial on their own.

[caspar]

Please confirm the following:

When agents schedule "MY CALLBACK ONLY", they need to click on the callback link MANUALLY, otherwise the lead will not popup again.

But when agents do not schedule it as "MY CALLBACK ONLY", then the callback will come up automatically on any agent that is available's screen. Otherwise how will those callbacks be called?

Do the Administrator need to add CBHOLD as a lead recycle or Dial Status in the Campaign Details section to make automatic callback dialling?

[ragnadik]

Hi,

From what I gather from CALLBACK_PROCESS.txt (in docs folder), calls tagged for agents only are not dialled by vicidial. They are not touched by Vicidial hopper script. So, the only way to call them back is for the agents to click the entry in 'Active Callbacks' link.

[mflorell]

You are both correct, but you should not touch CBHOLD status calls, do not add it to recycle, do not add it as a custom selectable status in a campaign, and do not dial CHOLD status calls.

When CBHOLD calls hit their trigger time they will change to CALLBK automatically.

[js19]

You are both correct, but you should not touch CBHOLD status calls, do not add it to recycle, do not add it as a custom selectable status in a campaign, and do not dial CHOLD status calls.

When CBHOLD calls hit their trigger time they will change to CALLBK automatically.

When they change back to CALLBK, will they be dialed automatically if they are not agent-only callbacks?

[mflorell]

yes

[ljsiri]

Hi,

I would like to know if there is an update on this matter...
Will an "agent only callback" be dialed automatically when the time triggers?

[williamconley]

Hi,

I would like to know if there is an update on this matter...
Will an "agent only callback" be dialed automatically when the time triggers?

nope, the agent will get a link on their page stating that they have callbacks. otherwise it would get dropped because the agent would be in another call.