callback-Preview and disposition scenarios

[sergiocodas]

Hi,
Do you have examples or implementations of preview and disposition scenario described in the following link?
https://docs.genesys.com/Documentation/CLBCK/8.5.2/UG/ManagePreviewDispositionScenarios

Thank you
Best regards

[gen_rtfm]

Hi, we have deployed such a scenario in WDE.

Was there any specific questions you had in mind about it? In WDE there are out of the box modules that take care of the invitation, unsure about the disposition. For that part we created a custom implementation.

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[sergiocodas]

Hi Gen_rtmf,

My question is simply understand "why" I opt for implementation of callback preview or disposition scenario.
I don't understand if these features (especially for preview) are a good choices to improve agent activities or to support the customers called by callback.
I don't have examples of application of these scenarios.
Your implementation description can help me to understand but, please, say me what is customized or is "standard" implementation.

I appreciate you a lot
Best regards

[gen_rtfm]

Preview is useful for high-value customers where you accept the 'risk' of having the agent place a call that might not be answered.

It was the case in our deployment at least. And then the callback disposition is used as treatments are used in an outbound scenario, initiating redials for unsuccessful calls.

...Or if the overall architecture doesn't support the scenarios where the customer is dialed first

Br

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[sergiocodas]

Thank you.
I think it's a good idea analyze and deploy this feature. I will plan to deploy this solution before the end of year.
I appreciate you
About the WDE customization, you have downloaded the sdk (or .net) files from Genesys site, correct?

Best regards

[sergiocodas]

Hi,
Hi,
when the callback is always accepted (auto-answer for callback) 
it's possible for agents display the callback preview?
Thank you
Best regards
 

[gen_rtfm]

Hi,

The WDE libraries needed for module development are shipped with the WDE installer. To get the docs as well, do a local install on your development machine, and select the appropriate options during install.

I haven't used the autoanswer feature, are you referring to the 'toast' or an interface similar to a preview campaign record?

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[sergiocodas]

I am referring to "toast".
The documentation can't explain how I could modify Composer workflow or other Genesys objects (transactions, business attributes and so on).
Please, do you give any advices?
Best regards
 

[cavagnaro]

You need to read WDE documentation, not Composer one.
Also as for what you say... Have you took any Genesys training? If don't, ask your employer to get some as it is going to make your life and his business easier and more productive

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[sergiocodas]

Cavagnaro,
thank for your first advice.
The second is very inopportune and annoying ... You go to the documentation and you will find the reason of my last "not clear" question 

However I have successfully deployed callback preview for callback in test environment.
It's working well ... Now regression test with the other channel preview.
Sometimes, Genesys training is useful and in other cases not.

Thank to gen_rtfm and you, the great Genesys guru.

Warm regards
Have a nice weekend

[cavagnaro]

Sorry if annoyed you, wasn't the intention.
Good luck

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[gen_rtfm]

We actually didn't use _agent_preview_data, we used _urs_udata_xfer_keys to define the kvps we wanted to display.

To make that work all the way we also did a slight modification in the agent invitation scxml.

Regarding updating the workflows et.c. I think the general idea is to avoid it, you do not get the composer project as part of genesys callback.

So for making changes to the delivered service templates you need to edit the scxml and then upload/update the service template from gms admin ui.

Br

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[sergiocodas]

Hi Cavagnaro,
thank you.
My personal opinion, your support and advices are important in more cases.