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-   -   IPOCC Call back List for Agents (http://support.avaya.com/forums/showthread.php?t=5589)

sfrits 11-18-2014 11:00 AM

IPOCC Call back List for Agents
 
Has anyone setup the following call flow: Call comes in to Topic, agents are busy so call queues. Caller is told they are number X in queue and the wait time is X minutes. Then after waiting for a period of time the caller then hears a message asking if they want to continue to hold or would they like to leave a callback number. Caller leaves number and hangs up. When any Agent is free they can then go to a callback list, select a number and call the person back?

omerd 05-17-2015 04:28 AM

Joins question

mbrodbeck 05-19-2015 06:36 AM

There is a similar example call flow "Callback_request" that was made available in 9.1.

You can find it in your IPOCC folder under Examples/Callflow Examples.

Basically the caller is given the option to create a callback and if they choose that option the system creates a dial job. You may be able to program your dialer so you can manually choose the job to dial.

verma62 06-18-2015 09:23 AM

Not working
 
I have gone through the example but its not working...Data is inserted in db without any error..Is any additional configuration required??

kruegerb 07-08-2015 02:10 AM

1 Attachment(s)
there were some improvements in the scripts in 9.1.2, see attachment, try with this version. Note: the script can not used in 9.0.x, it is only working with PostgreSQL

cdele 07-20-2015 06:54 PM

Quote:

Originally Posted by sfrits (Post 14087)
Has anyone setup the following call flow: Call comes in to Topic, agents are busy so call queues. Caller is told they are number X in queue and the wait time is X minutes. Then after waiting for a period of time the caller then hears a message asking if they want to continue to hold or would they like to leave a callback number. Caller leaves number and hangs up. When any Agent is free they can then go to a callback list, select a number and call the person back?


Agent cannot select a number to call, dialer will trigger the callback and assign to available agent. Once the callback assign to the agent, he is the already the owner of the campaign until ended.


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