Campaign callbacks handled differently in OCS 8.1?

[Adam_W]

Our agents use Agent Scripting to schedule callbacks for customers.  When they do this, the records go back into the calling list as "Campaign Callbacks".

What used to happen with OCS 7.6 is that when the current time was equal to or later than the dial_sched_time, the record would be retrieved and would be dialled when an agent was available.

Now what happens is that if the callback time passes and no agent is available, it is marked as a "Group Callback Error" and a treatment is applied to redial the record every 5 mins.

One problem with this is that the record is closed at the end of the treatment cycle if no successful contact is made.  Obviously I can overcome this by changing the Cycle Attempt value to 99 or something.

The main problem though is that each time there is a group callback error, the attempt number is incremented, even though a call is not actually made.  We use the maximum dial attempts value to ensure we don't call customers more than 10 times.  This will now be difficult to maintain with group callback errors confusing things.

Have a I missed an option or something that will make it behave as it used to?

[Adam_W]

Forgot to add that these are progressive campaigns, in case it makes a difference 

[fnunezsa]

The approach I'd take here is to define a before update trigger on the calling list table to reset the call_attempt to 0 if the call_result equals to 48 (group callback error).