Scheduled callbacks

[ykhan]

Just wanted to know if an agent disposes a call as "CALLBK", but at the time the callback is arranged for, that agent is logged into another campagin; will the system still call the customer and put it through to that agent?

[mflorell]

If it is an ANYONE callback then yes, if it is an AGENTONLY callback then the agent must select to call the customer back when it is convenient for them.

[ykhan]

...the agent must select to call the customer back when it is convenient for them.

So even if the agent is logged in to the correct campaign, the system will not load the callback in the hopper and automatically dial it when the call is scheduled? The agent has to click to call the customer at or after the schedueld time?

[mflorell]

For AGENTONLY Scheduled Callbacks that is correct.

[williamconley]

problem being that if the system loaded the call into the hopper and right then the agent got a call from the regular list, THAT agent would no longer be available, and now what should vicidial do with that call? Give it to another agent ... oops, can't do that ... hang up?

so if you have "Me Only" calls ... YOU have to take the initiative to go get 'em.

[ykhan]

And the agent would see all call backs specific to that particular agent no matter what campaign they log into?

[williamconley]

Have you tried it? You really benefit much more from "try it" than from anything else. Schedule a few call-backs (Anyone and Agent Only) and try it out.

Yes, it takes some time, but whatever the answer you will have to do it eventually anyway to use it. And you may find that your questions answer themselves, but bring up MORE questions! LOL

[ykhan]

Well, trail and error have always been a testers best friend, but unfortunately I do not have the luxury to do trial and error on a live production system. I would imagine that the developers would have ome answers as to how the process is supposed to work and so I posed the question to the forum. All I need to know is if an Agent's specific callbacks persist through multiple campaigns or if the agent must be logged in to each different campaign they schedule the callback for. Help is always appreciated.

[mflorell]

I know this was set up some time ago, but I think that the agent must be logged into the campaign during which the callback was generated to be abel to call it back.