masanchezmemo | 2018-09-14 01:28:13 UTC | #1
Hello there,
Have another PureCloud implementation where callback interactions misses contact list field. For example running an outbound campaign, the script shows contact list data records to agent like the customer ID bit when agent schedules a callback once dialer takes that interaction and assign it to an agent she is not being able to see the customer ID.
Am I doing something wrong? Any ideas?
Regards,
Mario
tim.smith | 2018-09-14 13:18:43 UTC | #2
Are you using APIs to schedule the callback? What part of this is custom? If you're just inquiring about base product functionality, that's a better question for the PureCloud Community Forum.
masanchezmemo | 2018-09-14 15:17:27 UTC | #3
Tim, we are using API to schedule the callback. Actually I just realized that we need to send a set of variables to get a fully functional callback as base functionality.
Thanks,
Mario
masanchezmemo | 2018-09-15 00:01:20 UTC | #4
Tim,
When using the API from developer tools we can schedule a callback but searching within the scheduled callback view it appear without a campaing name. How we should set the callback in order to pass the contact list ID, campaign name, contact ID?
Regards,
Mario
tim.smith | 2018-09-17 14:47:41 UTC | #5
If you want the call to be part of a campaign, you need to add a record to the call list for that campaign and it will be dialed per the rules for that campaign. It will not be a callback media object, though you could put it in a preview campaign for similar behavior.
If you want a scheduled callback, it will never be part of a campaign.
masanchezmemo | 2018-09-17 15:15:23 UTC | #6
Tim thanks for your answer,
In fact the record is part of a contact list and the schedule we are planning from our CRM is well done. But when it is time to make the callback once the call is established the agent can't see the record information since the script is not showing any contact list data.
Regards,
Mario
system | 2018-10-18 15:15:24 UTC | #7
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 3551