"Anyone" Callbacks not Showing

[joshb]

Version: 2.8-418a
BUILD: 131029-2008
Installed via Vicibox 5.03 x86_64
Load Average: ~2 on 16 cores, 16GB, and 15k SAS HDD - Not Virtual
Codecs: Speex to/from internal, ulaw to carrier
Fully VOIP, not PSTN
No Sangoma Hardware
OS: openSUSE 12.3 (i586)
Manual - Yes I read it

Issue: I am encountering a problem where my agents are not able to
view any callbacks from the Agent Screen that are NOT "My Callback
Only". If it is setup for Everyone, then it never shows up.
This is for a custom disposition status I created as: dmCB; this is
setup with the features of Y/Y/N/N/Y/N/N/Y/N which is Agent
Selectable(yes), Human Answer(Yes), Not a Sale, Not for DNC,
Customer Contact(Yes), Not Interested(No), Unworkable(No),
Scheduled Callback(Yes), Completed(No) Right now I have 6000 with
this status.

TS Steps: Tried toggling the options on and off. This includes
User: Agent-Only Callbacks 1/0 and Campaign: Scheduled Callbacks
Y/N. I also tested using the default Callback status and it was the
same. "My Callback Only" of either status works just fine. I have
tried searching the forum for a solution as well.

[mflorell]

Agents aren't supposed to be able to see ANYONE callbacks. Those are triggered to allow them to be dialed automatically at the time they are to be call and cannot be viewed by agents in the callbacks list.

[joshb]

Thanks for that information Matt. The reason I was looking into it is because here is what I am seeing from the Campaign Details: dmCB Callback Time for Owner 1 6837. That is, one called and 6837 not called (after resetting lead dialed statuses on lists). I may just be confusing some things but I would think that after being called, they'd be re-dispositioned to something other than a CB status. I know those numbers mean nothing without context but we have only 38000 leads and with the type of campaign we are doing, the decision maker is there fairly frequently.

With me knowing more about the context, it doesn't make sense. Should I be setting a Dial Status to call into the system?

[joshb]

If it's just that the CBHOLD status blocking a dialable status, then I just fixed it by making dmCB a dial status that is used. I thought it would dial it no matter what but I believe I figured it out with your help Matt. Thanks. Great job combining the features of plugins, programs, and utilities to make the premiere program for outbound call centers. Some of the programming is rough but I know that it is only a small team developing the Vicidial application. I'm looking forward to the day when you have a large development team and can make a commercial product with even more custom features.

[joshb]

Please just confirm with me Matt: If I DON'T select "My Callback Only" then it WILL NOT show up in the active callbacks for individual agent's "Agent Screen". Also, if any status has Callback = Y, then once the date and time is triggered then the call is dialed and routed to the first available agent according to the Next Agent Call setting. In order for this to happen, it needs to be set as a Dialable Status. Callback=Y must have the highest dial priority then I am sure and overriding any "List Order" Setting. Callbacks should also be set in local server time and not the local Time Zone. Please verify this for me Matt, William, or any of you great experts.

My questions:
What happens if the call does not go through(NA, B, ETC)? Does that mean it will be applied a new status or will it still be attempted at any sort of interval?
With "My Callback Only" set for a lead and then set as a dialable status, does it dial once the specific Agent is available and route to them, or is it for all of them?

[mflorell]

I confirm everything in your first paragraph.

If the call does not go through, then it will be assigned whatever new status it is to be given, it won't keep a callback status unless the agent reassigns it to be a call back again.

My Callback Only leads are not dialed automatically, the agent must select to dial them.

[williamconley]

What happens if the call does not go through(NA, B, ETC)? Does that mean it will be applied a new status or will it still be attempted at any sort of interval?

It will be called back IF the new status (such as Busy) is a dialable status and all other criteria is met (drop lockout time, call times, filters, etc). It has just become the same as any other lead and lost its callback status. The danger of anyone/automated callbacks.