Callbacks

[lkeller]

After playing around with call backs a little bit, I found something that is a little odd, and maybe someone can shed some light on the subject.

Here are the different situations that happen:

1) Agent schedules a call back. It shows in their active call backs at the bottom of the vicidial page. Later in the day, the agent clicks the link and calls the customer and gets their answering machine. The agent finishes the lead and dispositions as an answering machine. The callback is then not there to try again --- This makes sense, dont really like it... but it makes sense.

so, to get around it:

2) Agent has the scheduled call back, and reschedules it as a call back (so they dont lose it). Now, the agent has 2 call backs in their call back window. -- Thats what gets me

This particular agent did this repeatedly (had like 9 scheduled call backs for the same person). So the manager went in to remove them, and dispositioned one of them as an answering machine and they ALL went away (all of the ones for that specific customer).

-- Is the agent doing something outside of the scope of call backs/using this feature incorrectly?

Any insight would be awesome!

Thanks,
Lucas

[mflorell]

1. Yes that's the way it was designed. It was the only way that worked for everyone when we originally programmed it.

2. I just duplicated this on my setup. Please post this error to the bug tracker and I'll try to fix it tommorrow. Thanks for the catch. It should be fixed in SVN by the end of the week.

[lkeller]

Cool, thanks Matt! Its on Mantis now.

[mflorell]

I don't see a new bug on the issue tracker:
http://www.eflo.net/VICIDIALmantis

please post a link.

[lkeller]

Hrmm, maybe I posted it incorrectly? I see it there, here is the link =)

http://www.eflo.net/VICIDIALmantis/view.php?id=8

Thanks,
Lucas

[mflorell]

Thanks, looks like the site was not refreshing until I logged out. My fault.

[mflorell]

Issue has been fixed in my tests. two new revisions of scripts available on the bug tracker and SVN.
http://www.eflo.net/VICIDIALmantis/view.php?id=8