Hi Paul - one of our 4 IVR apps is using a handler, while the others are using logic within Attendant.
For the apps where the logic is strictly in Attendant - The way it works is if the AWT >+ 5 mins (during business hrs), then the call takes a specific queue path with the callback offering. We allow the caller to either use the number they called from, or enter a different 10-digit number for the callback. Once complete, it hits the CB node to denote which queue to apply the callback interaction to, then disconnect the call.
The one stand-out IVR app that uses a handler follows a similar path as noted above. The issue with this one is two-fold (1) I don't have visibility into the handler itself (2) I haven't yet been formally trained on handlers (that's coming next month). The developers who built the handler supposedly did so with the intent of correcting the prioritization issue, but I can attest that recent usage of the callback feature for this one IVR has shown us that to not be the case.
Hope this helps.
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Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
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Original Message:
Sent: 02-05-2020 08:53
From: Paul Abbott
Subject: Callbacks getting jumped in queue by calls
Hi Barry. Are you just using Attendant to deliver Callback.?
Sorry we exclusively use Handlers, all our Queues a "Custom".
We have it configured so we can have Callback enabled 24/7 but it only actually gets offered if business rules are met (such as Amount of calls holding and Total hold time). You would have to break into one of the queuing handlers.
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Paul Abbott
Next Holdings Ltd
Original Message:
Sent: 02-05-2020 08:42
From: Barry Farrington
Subject: Callbacks getting jumped in queue by calls
We tend to experience the same problem with callbacks not getting prioritized correctly. My question is the proper placement of the attribute in the callback creation sequence. Should it be placed before or after the callback node?
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Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
Original Message:
Sent: 02-05-2020 02:57
From: Paul Abbott
Subject: Callbacks getting jumped in queue by calls
Hi Craig.
Yes, ACD Priority is just an Attribute.
After you convert to Callback set the attribute Eic_AttDynamicWorkgroupPriority to you new value
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Paul Abbott
Next Holdings Ltd
Original Message:
Sent: 02-04-2020 18:13
From: Craig Andree
Subject: Callbacks getting jumped in queue by calls
Hi,
I am offering a callback before a call drops into queue by looking if there are no agents available.
My callbacks are consistently getting jumped in queue by newer calls waiting in queue. I might have a callback sit for 15 minutes until all of the calls have been picked up.
Any advice on what to look at? Can I set a priority on Callbacks?
thanks!
Craig.
#Routing(ACD/IVR)
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Craig Andree
SECURIAN FINANCIAL NETWORK
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