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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.
#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 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 !
precision: I only have outgoing calls (preview campaign),
Just a very few inbound calls, whith no priority in "transfer acd" block.
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