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Callback

  • 1.  Callback

    Posted 02-21-2021 03:59
    Hi Team

    If I need to send the callback request only from 1:00 PM to 3:00 PM to the agents, otherwise wait on the queue.

    I created new schedule for that but the callback request exceed the schedule and arrived to the workgroup direct.

    Is there any configuration for that?


    Best regards
    #Implementation

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    Sajed Salah
    Fourth Dimension Systems
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  • 2.  RE: Callback

    GENESYS
    Posted 02-22-2021 04:42
    I'm not sure what you mean - are you saying that if a call enters the IVR at, say 2:59, they get the "with callback" schedule, but by the time they hit the callback node it has gone past 3:00?

    In this case, you could either adjust the schedule to finish a minute or so earlier (depending on how long it typically takes to reach the Callback node), or you could use a Logical Transfer node, with an expression based on time, immediately before offering the callback.

    I would suggest that the former is probably easier.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Callback

    Posted 02-22-2021 04:51
    Thank you Paul

    No, I didn't mean this, in case all the agents are busy, the caller has the right to choose the call back option, I need for these callbacks arrived in specific time not when any agent available, as example if the caller request callback at 10:00 AM the callback should arrived to the agent at 1:00 PM, or the caller requested the callback at 11:00 PM the same should arrived to the agent next day at 1:00 PM.

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    Sajed Salah
    Fourth Dimension Systems
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  • 4.  RE: Callback

    GENESYS
    Posted 02-22-2021 08:01
    Oh, I see!

    The only way I can think of to do this would be with Handler modifications as it is not standard functionality.

    You could either have a Handler that puts the callback into a Dialer campaign that only runs during the specified hours, or you could have a "Holding" queue and have the system place any "out of hours" callbacks there and then have a handler that moves any callbacks in that queue into the workgroup queue at 1:00pm.

    If necessary, you could have a second handler that runs at 3:00pm to move any remaining callbacks back to the "Holding" queue.

    HTH

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
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