Since you're creating the callback, you can put in your own logic to copy attributes from the original interaction to the callback interaction via handlers. If needed, you can log these in the custom attributes table for later user in the database.
I understand that this isn't "out of the box" functionality, but it is present in handlers.
As for connecting the callback to the outbound call placed, Eic_CallbackAssociatedCallId is the system attribute for this. You can see it's definition in the
Attributes TR document. We automatically place the outbound call on the agent's station when the callback is assigned to them, as well through handlers.
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AARON LAEL
State of Utah
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Original Message:
Sent: 08-26-2020 10:25
From: Barry Farrington
Subject: Linking Callback Interactions to Inbound/Outbound Calls
At this time, it appears that there is no native capability to link a callback interaction to either the inbound call that generated it, or to the outbound call as the result of the callback request.
I'm looking for any and all feedback on how some of you may have found solutions to resolve for this. As of now, the lack of ability to link these related interactions creates challenges from both a reporting and QA aspect.
Thanks in advance!
#ArchitectureandDesign
#Handlers
#PlatformAdministration
#Reporting/Analytics
#Roadmap/NewFeatures
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Barry Farrington
PureConnect Cloud Administrator
FedPoint
fedpointusa.com
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