scheduled callbacks clarification

[TwistedFister]

Vicibox 7.0.3 from .iso | Vicidial 2.14-579a Build 161128-1746 | Asterisk 11.22.0-vici | CLuster setup: 1 web 1 DB 6 telephony | No Digium/Sangoma Hardware | No Extra Software After Installation

An agent schedules an "agent only" callback it will not be called again by the system until the callback is past the time specified in "Scheduled Callbacks Useronly Move Minutes" in which time it will go back in the hopper and become an "anyone" callback? meaning it will be dialed again as any other outbound call?

[mflorell]

That is possible given certain campaign settings, but that's not the default behavior.

[williamconley]

Vicibox 7.0.3 from .iso | Vicidial 2.14-579a Build 161128-1746 | Asterisk 11.22.0-vici | CLuster setup: 1 web 1 DB 6 telephony | No Digium/Sangoma Hardware | No Extra Software After Installation

An agent schedules an "agent only" callback it will not be called again by the system until the callback is past the time specified in "Scheduled Callbacks Useronly Move Minutes" in which time it will go back in the hopper and become an "anyone" callback? meaning it will be dialed again as any other outbound call?

NOT how callbacks are meant to be used. Scheduled callbacks are meant to be manually dialed. The agent gets a notification on their agent screen. They pause. They click on the notification and then click dial to contact that prospect. NO chance of "DROP". No one else gets the call. That's how "agent only callbacks" are designed to be used.

For this you would take callback (or your custom status, if you made your own) out of the "dial status" list for the campaign.

Any autodial method could result in a DROP, which is unacceptable (as callbacks are $$ dangit!).

[TwistedFister]

That is possible given certain campaign settings, but that's not the default behavior.

we are somewhere between automatically calling them back if the agent doesn't fulfill the callback.... and the default. Trying to find a happy medium since our workforce is extremely inconsistent and just trying to determine best practices.

NOT how callbacks are meant to be used. Scheduled callbacks are meant to be manually dialed. The agent gets a notification on their agent screen. They pause. They click on the notification and then click dial to contact that prospect. NO chance of "DROP". No one else gets the call. That's how "agent only callbacks" are designed to be used.

For this you would take callback (or your custom status, if you made your own) out of the "dial status" list for the campaign.

Any autodial method could result in a DROP, which is unacceptable (as callbacks are $$ dangit!).

I'm not sure which would cost us more money.. having someone set an "agent only" callback and not show up that day or have it recalled by vici since they didn't fulfill the callback. So if it is moved to an ANYONE callback and not autodialed? How does it get called again? All our campaigns are ratio w/inbound

[williamconley]

build a php or perl script that locates overdue callbacks every day and changes them to anyone callbacks and/or moves them to a new agent. i still don't recommend autodial at that point, but obviously you could also change the status to one that's in the dial status list and call them if overdue.

there are also manual methods to switch callbacks among users, depending on your vicidial version. The Manager's Manual is very good for finding the various methods of moving callbacks among users.

i believe there's even a "fired employee ... move all calbacks to another employee" method. you could probably use it for "skipped work today, send all her callbacks to someone who showed up. snooze = lose. lol"

[mflorell]

There is already a feature that does that:

Scheduled Callbacks Useronly Move Minutes -This option if set to a number greater than 0, will change all USERONLY Scheduled Callbacks that are X minutes after their callback time to ANYONE callbacks. This process runs every minute. Default is 0 for disabled.

[williamconley]

Do "anyone" callbacks then generate a notice (or an autodial) in a situation where agent-only callbacks would not?

I suspect the goal here is to have a seamless "somebody call this guy!" occur without having someone need to refer to a list by random chance and see the missed callback.