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-   -   Call Back request (http://support.avaya.com/forums/showthread.php?t=12547)

furrerm 04-05-2017 03:53 PM

Call Back request
 
If a caller decides to request a call back, after the caller enters DTMF, and disconnects, doe that call stay in queue?

best answer i can find, would indicate so.
Call back functionality
You can configure a call back feature, which is different from the call back option in the Dialer module. With this call back feature, a customer who is queuing in a topic has the option to drop the call and be called back when an agent becomes available. When the customer selects the call back option by entering a DTMF digit, the call ends, but the task remains in the task distribution and it is routed to the next free agent. IP Office Contact Center then creates an outgoing call for the original topic from the agent to the customer. The customerís original queue position from their previous call is retained.


Should it show in the queue stats as well?

marquardt 04-05-2017 10:53 PM

Callback functionality
 
Dor details of the callback functionality please see:

DVD folder: Examples\CGI

cgi_readme.txt
IPOCC_CGI_SRV.pdf

kgerhold217 04-06-2017 06:38 AM

It will
 
You can show the call back and the number that will be called back in elements on the telephony screen with the queue lists if you show the right counters.

furrerm 04-07-2017 07:36 AM

Do you know what the correct counter is?

Quote:

Originally Posted by kgerhold217 (Post 30073)
You can show the call back and the number that will be called back in elements on the telephony screen with the queue lists if you show the right counters.


furrerm 04-10-2017 08:06 AM

There is a support ticket on this, but tier3 is not aware of the counter?

Does anyone know the counter to show the number that has requested teh callback?

kruegerb 04-24-2017 01:37 AM

there are a new counter totNCallback for shiftplan in realtime and in historical reporting

kruegerb 04-24-2017 01:42 AM

answer for the question "Should it show in the queue stats as well?": yes, you see the "virtual" call in queue as well as the real waiting calls in realtime queue element. To identifiy the "virtual" call, you can add in the queue list a column with the tag CCK_CallBackValidTime


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