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Looking for a Callback custom handler entry point

  • 1.  Looking for a Callback custom handler entry point

    Posted 10-14-2020 10:53
    Hi,

    I could eventually figure this out... but hoping somebody just knows the answer.

    We are increasingly doing a lot of callback requests in our high volume workgroups.

    I'm looking for the custom handler entry point when the Customer answers the outbound call from the Agent.

    thanks!
    Craig Andree
    #Handlers

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    Craig Andree
    SECURIAN FINANCIAL NETWORK
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  • 2.  RE: Looking for a Callback custom handler entry point

    Top 25 Contributor
    Posted 11-11-2020 08:06
    what exactly are you trying to do? I ask because we do multiple custom things for callbacks based n WG.

    you are prolly wanting to look at:  CustomInitiateCallRequest.ihd or CustomInitiateCallRequestComplete.ihd

    First one is for call set up second one is basically when customer connects.

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    ryan hedlund
    Stericycle
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  • 3.  RE: Looking for a Callback custom handler entry point

    Posted 11-11-2020 08:45
    Hi Ryan,

    We are running Software that listens to calls.

    I need to tell the Software to start listening to a call when we connect a customer to an agent for a workgroup call.

    On the inbound side, I am doing this in CustomACDPostAlert.

    I'm looking for what custom handler gets fired when the Agent makes connection with the customer on the callback so I can tell the Software to start listening to this call.   I would need to send it the Call Interaction, workgroup name and agent.

    I was also thinking I should do this in:  CustomInitiateCallRequestComplete.ihd


    Thanks!

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    Craig Andree
    SECURIAN FINANCIAL NETWORK
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  • 4.  RE: Looking for a Callback custom handler entry point

    Top 25 Contributor
    Posted 11-11-2020 09:00
    Yes I would do this in CustomInitiateCallRequestComplete.ihd, you should be able to complete what you want there.

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    ryan hedlund
    Stericycle
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