Setting the Wait Time Option to PRESS_CID_CALLBK

[josh1856]

I have setup the inbound "Wait Time Option" to "PRESS_CID_CALLBK" to play after 120 seconds of being on hold. Once the callers waits for 120 seconds they are presented with the option properly. My ingroup the "Wait Time Option Callback List ID" is set correctly and activated in the blended in/out campaign and the callers who select the option are showing up in the list properly with a status of "WAITTO". However, when an agent becomes free the callback is never initiated?

I must be missing a setting somewhere that defines the callbacks. Any thoughts?

[mflorell]

Is the list set as an active list in the campaign?

Is the agent set to do blended calling when they login?

[josh1856]

The list is the only active list and the campaign and agent are set to blended. Incoming did calls are routing properly to the agents.

[mflorell]

run this in mysql:

SELECT count(*),status,called_since_last_reset from vicidial_list where list_id='XXX';

replace XXX with the list_id

[josh1856]

I am assuming you want me to use the incoming call.

mysql> SELECT count(*),status,called_since_last_reset from vicidial_list where list_id='999';
+----------+--------+-------------------------+
| count(*) | status | called_since_last_reset |
+----------+--------+-------------------------+
| 42 | DROP | Y |
+----------+--------+-------------------------+
1 row in set (0.00 sec)

[mflorell]

No, I'm looking for the list_id you put in the "Wait Time Option Callback List ID" field.

[josh1856]

The list_id in the "Wait Time Option Callback List ID" field is list id 999 which is our incoming list. Should that be changed to something else?

[mflorell]

Yes, it should be a different list, we recommend using a list ID that is only used for that purpose so that you can better track those. When the record is inserted it should have a status of INBND.

[striker]

check whether your list is storing the correct callback number.
also check in whcih format it is storing, & check whether that number is able to dialthrough your outbound trunk.

may be it is storing with phone code in phone field and you have set the omitphone code = N in campaign ,

[josh1856]

New list set up. The correct number is being stored can can be dialed in outbound.

The leads are showing up with the status of "INBND" when they are given the option to receive a callback from the agent the status is changed to "WAITTO" when they press option 1 for the callback.

[josh1856]

I am stumped any other ideas?

[mflorell]

Are those two statuses set as dialable statuses in your campaign?

[josh1856]

Matt,
In the Campaign under "Add A Dial Status to Call" INBND or WAITTO are not options that are available to add to the dial status.

jpg

[mflorell]

That is because you need to add them as either Campaign statuses or system statuses, then you can select them as dialable statuses.

[josh1856]

Nice. The callbacks are happening now. thanks matt. I am also running a blended campaign and there is a survey setup on the campaign is there a way to skip playing the survey and send the INBND call directly to the next available agent?

[mflorell]

That would need to be a separate campaign, you can't have a different call path depending on the status in a single campaign.