It's a little tricky but very doable.with some handler work:
1. When a callback call is placed, you will need to tag the callback object as "call placed" with an attribute
2. Create a custom "disconnect" button that fires a handler. If the interaction is a callback, look for the attribute set in step 1. If it is not there, do nothing. If it exists, disconnect the interaction. For all other interaction types, disconnect.
3. Remove the users rights for the standard disconnect button and give them rights for the custom disconnect button.
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Steve Owen
Avtex
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Original Message:
Sent: 05-29-2019 04:53
From: Roisin Floyd
Subject: How to prevent "cherry picking" scheduled calls
Hi Paul
Thanks for replying, it's actually Callback Requests left by folks calling in to the IVR?
I want to prevent supervisors from taking and closing the call if they haven't called back the customer .
Regards
Roisin
Original Message------
Hi,
Just to clarify, are you having this issue with Scheduled Callbacks in Dialer, or Callback Requests left by folks calling in to the IVR?
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Paul Simpson
Senior Technical Instructor
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