Preview PersCallBacks

[amarceau]

Good Morning All -

I've read through all these posts and still I've been unable to get this working properly.

My issue is PersonalCallBacks being presented to GAD when an agent is in NotReady mode.....  If the agent sets the callbacks as CampaignCallBacks it works fine, the records do not get presented to them until this request a record from the PreviewCampaign.  But the PersonalCallBacks unfortunately, see to route to their GAD regardless of what state they are in (ready or not ready).  Obviously this is an issue, since agents are going to lunch and these PersonalCallBacks are hitting thier GAD while they are not there.  I have tried the following with no success:

[b]CampaignGroup[/b]
OCServer Section
preview_mode_start = I've tried both True and False, neither worked
predictive_callback - I've tried both True and False, neither worked (I was doubtful if this Predictive setting would have anything to do with a preview campaign - but it was worth a shot)

I have read and searched all the postings out there and cannot find a solution for this.  I have read on some of the posts that I will have to made code changes in my softphone (GAD) - is that really true?  This seems like a fundamental thing that should work......"If agent not ready - don't give them a call"

We have our GAD customized to automatically kick off the dialing of the customer after 5 seconds...so you can see how this automatically presenting the PreviewCallBacks to agents could be a problem.  Agents are going to lunch and the records get pushed and the customers get called and no-one is there

Any assistance would be appreciated.

[Steve]

You could start by asking why are agents planning personal callbacks to occur during their lunch breaks?

The point of preview is that the agent decides when to make the call and has to physically initiate it, their state is not relevant to this. Maybe they are not ready for an incoming call because they are preparing for an outbound one.

Setting CME options is not going to fix this, as the issue is with your GAD or rather your implementation of it.  If you must auto dial from GAD then you need to detect those agents who are not ready first, or at least detect those at lunch or on breaks using aux codes.

Why do you dial after only 5 seconds? The point of preview is that the agent can gather some details on the customer before they ring, they are not going to do much in 5 seconds. This last point is just me being curious.