Sounds like the ANI could be troublesome as others have mentioned, but a few thoughts spring to mind. If you use External Contacts, based off their location information, maybe that could help pre-populate the timezone. Changing how the built in scheduled callbacks might require an Idea raised in the Ideas Portal. However, using a custom pop-up script, you could build your own Scheduled Callback tool and based off the information from the External Contact, it populate some of the fields.
------------------------------
Robert Niblock
Contact Centre Technology Analyst
------------------------------
Original Message:
Sent: 03-11-2025 18:38
From: Gina Palmer
Subject: Auto-Setting Time zone for Scheduled Callbacks
@Tony Morrow Very true. We would, however, be able to confirm the Time Zone and then only have to manually change a few.
------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 03-11-2025 13:11
From: Tony Morrow
Subject: Auto-Setting Time zone for Scheduled Callbacks
The ANI (or area code) is only about 85% accurate now days, due to mobile devices, and its accuracy is dropping every year. I wish there was a better way to know the callers time zone.
------------------------------
Tony Morrow
Sr. Genesys Engineer
Original Message:
Sent: 03-07-2025 16:26
From: Gina Palmer
Subject: Auto-Setting Time zone for Scheduled Callbacks
Hi, everyone!
Looking for a little help...
We recently started using the Scheduled Callback feature. Currently, when we schedule a callback, we have to manually select the time zone. While there is a search feature, the list is still quite extensive. Is it possible to configure it so the time zone auto populates/defaults to whatever the time zone is for the caller's ANI?
#Telephony
#Unsure/Other
------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
------------------------------