Well,
In the hard way learned a lot just want to share all the stuff (very interesting) i have learned about the callbacks on OCS with an Alcatel OXE and RSI and CCD Agents. I guess this also applies to CCO and CCD Agents.
1. We have two ways to call a number again:
Reschedule, which is done by Genesys when apply a treatment for example, redial when busy.
CallBack, which is done by the agent, for example: "Customer: Please call me back tomorrow at 6:00pm"
A callback can be to the Group or Personal.
How they differ and how to configure:
1. On OCS setted up the predictive_callback to true, so callbacks done on a Predictive Campaign will be dialed by Genesys, but here is the tricky part, ONLY Group callbacks will be dialed, Personal callbacks will send an event ScheduledCall to the agent inviting him to dial that number, on this event will travel the phone number and any userfield that was on the original call. If predictive_callback is false, Genesys will not dial the group callbacks and also will show to the agent the call.
The nice part of group callbacks is that Genesys will try to send the call first to the agent that made the callback, if by some reason the agent is not available (not ready, talking, logged out, etc) will then send the call to the group. At least on my tests this always worked that way, can't say was coincidence (documentation on this issue, if any, is not very clear, maybe on a training they explain this better).
2. On the Agent Group properties (CME, Resources, Agent Groups) on Advanced section added the RSI (Routing Point) that sends the call to the agents and the Processing Group (ACD Queue DN). Without this OCS can't determine the agents logged in for Outbound calls to start.
3. On the Campaign configuration when adding the Agent Group (same as point 2) configured the Voice Transfer Destination to be the Routing Point that i added on point to as Origination DN.
It's very important that this DN's are not used by other agents, also that the Agents and Places where the agents log in are ONLY and ONLY on one group. If an agent or a Place belong to more than one group OCS will not consider him for Outbound. Remember, Agent > Place > DN.
Now, why is this important? Will have to do one more thing before all work ok.
On agent group properties, Annex tab, add a section called OCServer, on here create an option called: login_ignore_queue = true
Why? you may ask. This is why:
When an RSI or CCD Agent log in he specifies that his Queue is the PG, so ThisQueue = PG Number on OCS.
But when we declared the Voice Transfer we setted up a RSI, not a PG, therefore OCS can't find agents logged in on a RSI. Again, this is what i could determine, and maybe on training courses it's explained better .
If not setted up calls will dial (because of origination DN's on Agent group), but personal callbacks will not work.
So now we can launch a Campaign and Agent will receive the event ScheduledCall inviting the Agent to dial, here they can Reject (UserEvent) the call, RecheduleScheduledCall (UserEvent) or dial by hand the call.
What i did was on my softphone add a function that will launch the call when the KVPair with USER_EVENT = ScheduledCall as i receive the phone number on the KVPairs.
Still couldn't test on GAD or GCNThick so will update this to mention how this clients handle this events.
Hope this can help anyone that is using OCS by first time. Any additional ideas or comments will be very well received
Regards
