IWS schedule call back in different time zone

[Tambo]

Guys i thought i had asked this before but has anyone had issues with agents scheduling call backs when they are in a different time zone?

so if their local time is say 5 hrs ahead and it gets to 7pm in your local time zone, they would then be scheduling a call back the day before (in their local time zone) and IWS would not allow this.

i was just surprised that this was not already known. ( my first time using call centre in different time zone that has significant time difference)

Anyway apparently this has been an issue and it is with engineering who will launch it this month in a next evo of 8.5

[cavagnaro]

The TZ is done at the calling list level. You set the TZ there, at the record. Not on IWS

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[Tambo]

but the agents calendar greys out for the previous day when it goes past midnight ?!?

where would you set this Cav in calling list ?

[cavagnaro]

Gray out? You can't schedule to a past time
There is a field TZ_dbid that contains the TZ you want for that calling list...basic Outbound configuration.


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[Tambo]

but only if that calling list is automated upload to the DB, otherwise default TZ is used

the call back calling list that is used is not automated, so config not standard.

[cavagnaro]

Well then you have an error on your procedure...you have to fix that
OCS doesn't load nothing automatically, it is up to you.

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[cavagnaro]

And no, there is no default TZ defined in the DB tables.

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