Personal Callback

[Timmy 2000]

Hi, everyone, I have a question about personal callback:

can someone please tell me how to get it working?

In my call list, I have specified the type of the record as personal callback, I have entered agent id and calback time, and set the agent into a ready state.

Yet, the time comes and goes, and OCS does not dial. It dials all the other records no problem, so obviously there is something about personal callback that I am not aware of. Does an agent have to issue a special command in order to tell OCS to give it a personal callback?

[Vic]

Timmy 2000 South Park I assume, right?

OCS makes the call only when the record is "campaign callback" and "predictive_callback" is true. "Personal callback" set record does not make OCS to make a call, agent just receives an EventUserEvent, it is the responsibly of the agent or softphone to actually make it.

[Dave]

See topic:Outbound record status after reschedule. It might help. I got it working after having the same sort of problem.

[Timmy 2000]

People, I am veryvery confused.
I have looked through all of the public tickets at Genesys Support and yet I cannot determine if I can have a predictive personal callback. From the look of things, I cannot! It looks like OCS only issues a UserEvent to the agent and it is up to the agent to actually issue the call.

Can someone please tell me if I am wrong?
If I am, please please please post me your OCS config so that I know where I was going wrong.

Thank you!!!!

[Dave]

My experience was on a preview dialling system. Call is made, and for whatever reason it is decided that a personal callback is required. The softphone sets the callback time and date and ocs updates the calling list (have you seen the calling list updated? Are you trying to do it manually?), and the event is delivered to the softphone at the appointed time without any checking of agent busy. The softphone has to handle the event "scheduledrecord" (?)and take it or issue "scheduledrecordreschedule" if busy.
My softphone sends the following sent back to OCS:
OutboundPair.Key = "GSW_AGENT_REQ_TYPE"
OutboundPair.Type = CKVTypeString
OutboundPair.StringValue = "RecordReschedule"
OutboundList.AddHead OutboundPair

OutboundPair.Key = "GSW_APPLICATION_ID"
OutboundPair.Type = CKVTypeNum
OutboundPair.NumValue = OCSApplicationID
OutboundList.AddHead OutboundPair

If chkPersonalCall.Value = 0 Then

OutboundPair.Key = "GSW_CALLBACK_TYPE"
OutboundPair.Type = CKVTypeString
OutboundPair.StringValue = "Campaign"
OutboundList.AddHead OutboundPair
Else
OutboundPair.Key = "GSW_CALLBACK_TYPE"
OutboundPair.Type = CKVTypeString
OutboundPair.StringValue = "Personal"
OutboundList.AddHead OutboundPair
End If

OutboundPair.Key = "GSW_CAMPAIGN_NAME"
OutboundPair.Type = CKVTypeString
OutboundPair.StringValue = CampaignName
OutboundList.AddHead OutboundPair

OutboundPair.Key = "GSW_DATE_TIME"
OutboundPair.Type = CKVTypeString
OutboundPair.StringValue = DTpickDate.Month & "/" & _
DTpickDate.Day & "/" & _
DTpickDate.Year & " " & _
txtReschedHour.Text & ":" & _
txtReschedMin.Text

' Save date in different format to compare with current time/date
strDateCompare = DTpickDate.Day & "/" & _
DTpickDate.Month & "/" & _
DTpickDate.Year & " " & _
txtReschedHour.Text & ":" & _
txtReschedMin.Text

OutboundList.AddHead OutboundPair

' Check that date is in the future or OCS will reject it
If strDateCompare <= strToday Then
MsgBox "Selected date and time must be later than now"
Beep
cmdCallReschedule1 = False ' don't exit until valid date presented
Else
OutboundPair.Key = "GSW_RECORD_HANDLE"
OutboundPair.Type = CKVTypeNum
OutboundPair.NumValue = RecordHandle
OutboundList.AddHead OutboundPair

OutboundEventInfo.UserData = OutboundList
FormMain.Extension.Item(1).TSendUserEvent OutboundEventInfo

Then the usual "RecordProcessed" strings

Hope this helps

Dave

[gauthier]

You are right Genesys does not support making a predictive personal call back. It will only do a preview personal call back. This means that the agent will receive the record when they first request a new preview record after the reschedule time and the agent will decide to dial the call or not. If he does not do it, the call will be made as a campaign call back after a configurable amount of time. See OCS deployment guide for the exact option.

hope this helps,

Gauthier

[Vic]

Interesting...

I just got a reply from Genesys support engineer telling me how he was able to get it to work! I recall reading that predictive callback only works for campaign. How would OCS know where to send the call in case of a predictive personal callback when agent is not ready? Would it automaticall become a campaign callback?

Aaargh!!!!

[cavagnaro]

I know this topic is very old, but I do have a silly question...
When using Campaign Callback, will OCS attempt to contact first the agent who did the callback or is it in any order?

[Dionysis]

No Cav, campaign callback delivers the call to the campaign.

The rules we have in place around personal vs campaign callback is that if the agent speaks to the correct person (ie the decision maker) they can set a personal callback, if they just speak to someone else in the house it's a campaign callback.

Campaign callback is delivered exactly the same as any other outbound record.

In theory you could have a routing strategy that attempted the original agent first, but it's not standard behaviour.

[cavagnaro]

[quote author=Dionysis link=topic=988.msg16793#msg16793 date=1234908366]
The rules we have in place around personal vs campaign callback is that if the agent speaks to the correct person (ie the decision maker) they can set a personal callback, if they just speak to someone else in the house it's a campaign callback.
[/quote]

Thanks! And how do you control that this efectively happens? I mean, a greedy agent can reschedule everything for him only...

[Dionysis]

Yes they can, but that's agent behaviour, meaning it's out of my hands. :p

On a more serious note though.  Our reporting tells the TL's how many personal callbacks an agent has, how old they are, whether they are making the calls when scheduled, etc etc.  So they can generally spot problems pretty quickly.

[Dale]

[quote author=gauthier link=topic=988.msg3870#msg3870 date=0]
You are right Genesys does not support making a predictive personal call back. It will only do a preview personal call back. This means that the agent will receive the record when they first request a new preview record after the reschedule time and the agent will decide to dial the call or not. If he does not do it, the call will be made as a campaign call back after a configurable amount of time. See OCS deployment guide for the exact option.



hope this helps,



Gauthier
[/quote]

So would you have to run a separate Preview campaign for personal callbacks set from a Predictive campaign?
Apologies if im barking up the wrong tree here...

Dale

[cavagnaro]

No, but no automatic dial.

[Dale]

So it will pop up behind the current call, to be dealt with when the current call has been completed and marked done?
Allowing the advisor to manually dial it up?

Im assuming this would have to be done in a not ready code, else ready would spark a call to be dialled?

[cavagnaro]

err...good question. I'm beging to test this...so will let you now later