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  • 1.  How to schedule callback based on the first call time

    Posted 11-21-2023 16:35
    No replies, thread closed.
    Dears 
     
    I'm running into a scenario where I have to run the campaign and schedule the call based on the below instruction:
     
    1- Customer didn't answer the call then schedule call back should be after 4 hours from the first call 
     
    2- Customer didn't answer the second  call then schedule call back should be after 24 hours from the first call 
     
    3- Customer didn't answer the third call then schedule call back should be after 2 hours from the first call 
     
    My point is I was relaying on campaign rule it wasn't meet the customer scenario, and I was thinking If could use the interaction details and fetch the date and base on that I would do some operation and update the callback time, could u please give me a hand on this 

    #ArchitectureandDesign

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    Mohannad haddad
    Fourth Dimension Systems LLC
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  • 2.  RE: How to schedule callback based on the first call time

    Posted 11-21-2023 18:20
    No replies, thread closed.

    If I am right in thinking what you are after, then if it is voicemail, just use an outbound flow, if it is for busy tone / no answer as well

    Then what you could try, and might be a bit messy is to to have a wrap up rule for anything that isn't a live person, and call a data action from there.

    Create a DataAction that calls a workflow, passing the contact id over (could maybe do this with a automation triggers instead) 

    Then in your workflow, do a detail query api call to find the conversation based on the contact id and within a time interval. 

    Once you have the conversation you can check the start time and call another data action to schedule the callback

    If anyone else has any good option, keen to hear them.



    ------------------------------
    Anton Vroon
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    Original Message


  • 3.  RE: How to schedule callback based on the first call time

    Posted 11-22-2023 07:07
    No replies, thread closed.

    Dear Anton 

    Thank u for response, 

    I have setup all this requirements even with workflow my concern is how I could during the workflow add amount of time for the first call and take this result and reflected on the callback action 



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    Mohannad haddad
    Fourth Dimension Systems LLC
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    Original Message


  • 4.  RE: How to schedule callback based on the first call time

    Posted 11-22-2023 15:00
    No replies, thread closed.

    So in your workflow have a data action that uses /api/v2/analytics/conversations/details/query

    That looks at the interval you are interested in (looking for when the first outbound call was likely taking place, like look back the last 3 days)

    and have a segmentFilter on the outboundContactId

    This will find the conversation, which will give you the conversation start time in UTC.

    From there just an expression in the workflow AddHours(Flow.ConversationStartTime, X)

    And from there call another data action to create the callback.



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    Anton Vroon
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    Original Message


  • 5.  RE: How to schedule callback based on the first call time

    Posted 11-21-2023 18:34
    No replies, thread closed.

    Hi Mohannad,

    I'm not sure I follow this scenario entirely. Wouldn't scenario number 3 never be possible? At this point, 28 hours have elapsed. You won't be able to schedule a callback 2 hours from a past date. Perhaps I am misunderstanding here.

    One thought would be to create a contact list with 2 custom columns - attempts count and first call time. Then the pre-call rule checks the custom attempts column, and then for that "attempt" have a "limiter date" that says if the Original Call time Is within 2 hours of right now, don't allow the call out (action = do not dial). Once that time has exceeded the "2 hours", then the call will be placed out. Of course, this would require you to have recycling turned on at the campaign, to ensure whenever the call out, the contact record is queued up again.

     
    What this probably will require is to use workitems, similar to what Anton mentioned, to automate the re-injection of records into a contact list to be dialed upon certain time intervals.  For any Dialers that require a high level of sophistication on the recall attempts, workitems would be the way to go, in my opinion.

    Thanks,

    Peter



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    Peter Stoltenberg
    TTEC Digital
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    Original Message


  • 6.  RE: How to schedule callback based on the first call time

    Posted 11-22-2023 07:04
    No replies, thread closed.

    Dear Peter 

    What I did already is I have created some rule to detect if customer answer the calls or not and after that I did  add an action to schedule callback in a static manner and its  not meeting the customer's requirements, what I believe it would be more suitable to determine the first interaction time during the workflow. Based on this time, I can then add the required amount of time to meet  the customer's needs. In order to update the current callback with the new date, I will need to invoke an API inside workflow and this is done . My concern is how I can do the plus operation on the date and time in UTC format.



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    Mohannad haddad
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


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