Author Topic: How can i get the reschduled call after Agent send EventPreviewRecordReqest?  (Read 2751 times)

Offline Pranpong.S

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What happens to a Campaign scheduled callback if the agent is busy at the same reschduled time?

For example, an agent in a preview campaign places a call in the morning and reschedules it for 3:00 PM that same day.

If the agent is on a call at 3:00 PM that same afternoon. I got the Event reschduled call send to agent immediately!

How do i need the reschduled call after agent desktop send EventPreviewRecordRequest. Is it possible?
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GCP7-CVP Genesys Certified Professional 7-Consultant Genesys Voice Platform

Offline Pranpong.S

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Oh yeah guy!!!
I got the answer. Set "predictive_callback = true"

predictive_callback
Type: Optional
Default Value: no/false
Valid Value(s): yes/true or no/false
Specifies how Outbound Contact Server handles a Campaign Callback.
ē If this option is set to yes or true in Predictive or Progressive modes, OCS
automatically dials callbacks.
ē If this option is set to yes/true in Preview mode, OCS puts records that are
scheduled as Campaign Callback in the preview records list, and delivers
them to the agentís desktop upon receipt of a PreviewRecordRequest.
If this option is set to no or false, OCS delivers records scheduled for callback
directly to the agentís desktop through a UserEvent regardless of the dialing
mode. The agent then decides whether or not to dial this record. If the desktop
application is not capable of processing preview records and this record
remains on the agentís desktop, OCS marks the call result of the record as
stale when the timer set by the stale_clean_timeout option expires.
GCP7-CIV Genesys Certified Professional 7-Consultant Genesys Inbound Voice
GCP7-CVP Genesys Certified Professional 7-Consultant Genesys Voice Platform