Hi. Can someone explain me which is the rule and priorities attached to the outbound calls (preview mode) and the (manually) scheduled callbacks?

I have a campaign in preview mode. The process is that, when the agent can't reach the customer (or when the customer asks him to call later), he programs a callback at a specific date/time.

We notice thaht the schedule callbacks, often, are not presented at the programmed time. 

I suppose that it is because the campaign calls have higher priority ? 

I suppose we can't modifiy this but I would like to know the calculation, in order to be able to explain the behaviour. 

PS: we don't wan't to use blueprint. 

Thank you

#ScheduleCallback #OutboundCampaign #Priority #out

If you are creating the callback in an in-queue flow, it should come into queue with the same priority of calls.  If you are using a campaign, that could be a lower priority if you have increased priority set in the Transfer to ACD for inbound calls.  If you are using the API to create a scheduled callback, you need to use this format:  2016-09-26T15:30:00.000Z.  Notice the Z on the end?  That means GMT, so add or subtract hours from GMT to get it to the correct time for your contact center.  

Hi. Can someone explain me which is the rule and priorities attached to the outbound calls (preview mode) and the (manually) scheduled callbacks?

I have a campaign in preview mode. The process is that, when the agent can't reach the customer (or when the customer asks him to call later), he programs a callback at a specific date/time.

We notice thaht the schedule callbacks, often, are not presented at the programmed time. 

I suppose that it is because the campaign calls have higher priority ? 

I suppose we can't modifiy this but I would like to know the calculation, in order to be able to explain the behaviour. 

PS: we don't wan't to use blueprint. 

Thank you

#ScheduleCallback #OutboundCampaign #Priority #out

Hi Robert. Thank you for your answer.

I am using a campaign. I don't know you are talking about when you say " if you have increased priority set in the Transfer to ACD for inbound calls".

Where could I have configured that ? There is no call flow...

Which priority is used for campaign calls? and for schedules callback? The same ? 

I don't see where to configure any priority... :-(

Thanks for your help !

Catherine 

If you are creating the callback in an in-queue flow, it should come into queue with the same priority of calls.  If you are using a campaign, that could be a lower priority if you have increased priority set in the Transfer to ACD for inbound calls.  If you are using the API to create a scheduled callback, you need to use this format:  2016-09-26T15:30:00.000Z.  Notice the Z on the end?  That means GMT, so add or subtract hours from GMT to get it to the correct time for your contact center.  

Hi. Can someone explain me which is the rule and priorities attached to the outbound calls (preview mode) and the (manually) scheduled callbacks?

I have a campaign in preview mode. The process is that, when the agent can't reach the customer (or when the customer asks him to call later), he programs a callback at a specific date/time.

We notice thaht the schedule callbacks, often, are not presented at the programmed time. 

I suppose that it is because the campaign calls have higher priority ? 

I suppose we can't modifiy this but I would like to know the calculation, in order to be able to explain the behaviour. 

PS: we don't wan't to use blueprint. 

Thank you

#ScheduleCallback #OutboundCampaign #Priority #out