schedule callback issue

[thekaz1]

VERSION: 2.4-309a
BUILD: 110430-1642
© 2011 ViciDial Group

Go autodial 2.1 - No extra software - no extra card. - single server .

When I setup a callback, it does not dial automaticallly at the time I setup. it remain in Active Callback list.
please advise.

Callbacks always work on the server's time zone only, not the timezone of the customer. and I setup callback with server time.
server time and my workstation time is same.


thanks

[williamconley]

callbacks are meant to be made manually, not automatically. the agent will receive a callback notice in their session. that being said, look at the status of the lead when you create the callback. it is assigned a status of "callback hold". when the time arrives for the call to happen, that status (if i recall) changes to callback. so you set your campaign to have the status you want to dial (which would be the one it changes to after the time arrives). experiment.

but i don't suggest it: the agent is supposed to make that call manually to avoid dropping the call. after all, if the system generates the call automatically ... and then the agent gets another call from the outbound calling system .. your agent will be busy when the callback prospect answers and the call will be dropped. not a good result from a "likely high sale probability" callback. those are golden, handle them manually.

[thekaz1]

Thanks for the response.

but its the requirement of my client / customer, and I have to full fill his needs.
I try to guide him to dial callbacks manual but he said, its good it an agent set-up a callback time, so the call should dial at this time as its hard for an agent to remember if they schedule too many call backs.

I agree the phone number status is 'Callback' when we schedule or dispose a call as 'CallBack' but I want this number should dial automatically if the agent is on resume and not on call.

Please give me more details about callback (CALLBK) or callback hold (CBHOLD), may be callback hold fix my issue, but there is no option to setup a time when we dispose the call as callback hold.

[williamconley]

now you're talking about territory auto-dialing for callbacks. i'm not sure that's viable without some customizations. assuming you want the same agent who created the callback to get the resulting call. could be done, but likely to require a bit of research and may require some customization.

[thekaz1]

Thanks for your support.

Its working fine.

If we have the leads and we dial with Ratio and we setup in dial status ' callack '

it start working, define the time and at that time, the system dial a callback automatically.