Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Rory on January 01, 1970, 12:00:00 AM
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I've an interesting scenario which I was wondering if anyone has a) come across before and b) found a resolution.
Call centre has multiple campaigns running some in progressive and some in preview. Scheduled callbacks are required under both modes.
Settings:
predictive_callback=true, preview_mode_start=false
The progressive campaigns work fine, BUT the preview campaigns deliver all the scheduled callbacks to the first agent who logs in (regardless of whether they have initiated preview or requested a record from the softphone).
I've read through various stuff from Genesys but all is a bit confusing. The only definitive thing I can find is in the development manual which indicates that under for a preview scheduled callback the first thing that happens is a ScheduledRecord event to the softphone.
This is still running v5.1 (yes ancient I know). The v6.5 manuals suggest that you can set predictive_callback at campaign level in which case I guess I could set predictive_callback true for profressive and false for preview campaigns. But then what effect does preview_mode_start really have?
Any discussion greatly recieved.
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OK.
Set preview_mode_start=true and now looks ok as long as an agent is logged on when the list is activated. If agent logs in afterwards then the multiple records apear again. Bizarre :(
How does Campaign Manager know what mode a campaign is in before it starts? And hence how foes know how to treat the calls?
Aaaggghhhh.
Rory
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Ah, tis a lonely thread.
So endless testing and log reading later and ...
It works as long as any scheduled callbacks are retrieved before the campaign has been set to preview mode (as it starts as progressive by default). So they actually get delivered from the campaign running in preview mode as preview records even though they were meant to be scheduled callbacks.
If the campaign is changed to preview mode before the records have been retrieved then they ALL get passed to the desktop app as scheduledcall event as per the manual.
So, guess either have to move to v6.5 and have predictive_callback=false for preview campaigns and predictive_callback=true for progressive campaigns or alter desktop app to either reschedule or reject scheduled calls.
Mmmm.
Rory
Rory