Cannot skip a callback or manual dial

[dspaan]

Hi,

I got this request. Sometimes agents click a callback incidentally which they did not want to dial and they get this message and cannot go back:

YOU CANNOT SKIP A CALLBACK OR MANUAL DIAL, YOU MUST DIAL THE LEAD

Is there a way to override this, so the agent CAN skip callbacks?

[mflorell]

Well, since you have to click on the DIAL link to get to that point, it's not something that we ever considered adding. The SKIP option at the top of the screen is just a function of the PREVIEW LEAD feature that is tied to the manual dial callback process. It would probably make more sense just to remove the SKIP link, since to allow skipping at that point would require undoing all of the callback stuff that is done when you click on the DIAL link to get to that screen.

[dspaan]

What would happen if you press SKIP LEAD when it's a callback, does this change the dispo status? Which stuff would be undone?

But i see your point about pressing the DIAL link, i don't know why they would push that accidentally, i'll ask them.

[mflorell]

Once you click on DIAL for a callback, it deletes the vicidial_callbacks record and changes the status of the lead. In order for the SKIP link to work the vicidial_callbacks record would need to be recreated somehow, and the previous status would have to be found to reset that lead back to the way it was before.