Callback Dialer

[sharm112]

Hello Guys, I have an issue where when customer leaves callback number. Dialer puts time as 03/02/2016 11:00 when callback number is left at anytime example : 02nd march 2016 3:00P.M. When i do a manual campaign - it puts date and time correctly as 02/03/2016 3:00 P.M.
Does script need to be modified so that it send the correct callback time to dialer or is it a bug ?.We are on 9.1.6 with IPOCC9.1(with critical Patch)

[kalpanaautade]

Are you Setting up Callback time in Closure qualification or through IVR.
If set time using IVR then problem is in IVR script. Can you check and tell how date is updated to DB in script?
If time set using Closure qualification then its dialer issue.

[kruegerb]

how did you collect the number and callback time? is it always the same difference or always exactly the same time ? which time Zone?

[sharm112]

Hello kruegerb and Kalpana,

Issue is only with Callback using IVR script. If i run campaign, OB dialer works fine.

Basically, when leaving a callback number, IPOCC puts date and time for callback(Next attempt) as 03/08/2016 10:00 A.M(even if i leave message at 5 PM)

but when i run campaigns, it puts time as 08/03/2016( with the correct time and it works fine) so i think issue is with IVR script putting wrong time in it.

I have attached the IVR script which i am using.

[kruegerb]

I cheched you attachment, this is the old Version used in bootcamps. There is a newer Version in IPOCC 91.6, I have attached it.

[sharm112]

Thanks kruegerb,

yes, it fixed the issue. It was the IVR Script