Soporte_E-Contact | 2017-03-01 20:46:34 UTC | #1
Good morning dear
I'm creating callbacks via APIs. But I want the callback that is created by the agent to be managed later by the same agent.
I am using the field to create the callback: PreferredAgentIds
But I understand, that the operation of this is as follows. If the preferred user is not logged in to the campaign, the callback will be managed by another agent.
My query is, if the agent01 who created the callback is on an active ACD call, the callback is derived to another agent, for example agent02 ?, or wait for agent01 to be unoccupied ?.
Thanks for your help. Greetings.
tim.smith | 2017-03-02 15:42:08 UTC | #2
Per https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/
If you are the agent who should handle the callback, select Route callback to me if possible. If you do not select this option or are not available for the callback, PureCloud sends the callback to the next available agent in the current call’s queue.
Troy | 2017-03-20 13:43:18 UTC | #3
Hi,
I am also working around this at the moment. Something we are testing at the moment that seems to work is as follows.
Rather than using preferred agent. We have setup a skill for each agent (agentnamecallback). We then route the call to a callback queue using that skill. Then using bullseye routing we have setup a ring so that when it passes say 5 minutes it will remove all agentnamecallback skills.
Effect is it will wait for the agent to be available for up to 5 minutes, then if not it will route to any other agent in the queue.
Just a note, if using this with dialler, make sure you use separate queues otherwise the dialler may slow.
Not ideal as we had to enter 45 agents skills into the bullseye ring so this would not scale if you had hundreds or thousands of agents .
system | 2017-08-28 19:32:31 UTC | #4
This post was migrated from the old Developer Forum.
ref: 990