We currently have an issue with IWS 8.1.
Our call centre is in India, their host machines are set to IST. They however work UK hours. They are working Outbound Dialler Campaigns.
So, when it hits 00:01 on the 23rd August and they speak to a customer and schedule a callback for 20:30pm on the 22nd of August, it fails. It fails because it is trying to schedule a callback in the past.
8.1 Documentation states that IWS takes its time from the host machines.
We were told that in 8.5 this issue is resolved but from a case we have raised they have advised that it is still an issue in 8.5. We are still unsure if the ticket was fully understood as support engineer queried on a few occassions why we want to dial in the past.
I cannot believe we are the only customer/call centre who have call centres in other timezones.
How does everyone else get around this? We can't change host machine times because it breaks WFM.