Looking for clarification on how callbacks are handled

[bryceowen]

My understanding (and please correct me if I'm wrong) is when an agent marks a call as an any-agent callback, its status is initially set as CBHOLD and the system automatically sets it to CALLBK after the specified date passes.

When set as agent-only, the status is set as CBHOLD until that agent calls the lead back and dispositions it as something else.

How often does the system check the CBHOLD leads to set them as CALLBK (Daily, hourly?) and what is the difference between LIVE and ACTIVE?

[mflorell]

Yes, your assumptions are correct. the callback records are actually checked every minute to see whether they should be changed from ACTIVE to LIVE so that they can be called.

[bryceowen]

So LIVE means the lead is past its scheduled callback date? What would cause the system to have marked callbacks as LIVE when we're still a month or better away from the scheduled date?

[mflorell]

I would have to see the data on the specific callback and the hopper debug data that goes along with it. This is not something that should happen if everything is functioning properly.