Personal Callback configuration issue

Unanswered Question
Nov 21st, 2007
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Hi All,

can anyone help me with the following?


I've configured Personal Callback in IPCC Enterprise 7.0 but it doesn't work.

I configured:

->Enterprise Skill Group. The selected Route match the Outbound Skill Group (already created).

->DN. Routing Client=MR, Dialed Number=9992,the associated CallType is the same as for the Outbpound.

->CTI RP on the Call Manager. DN=9992

->PersonalCallBackEnabled=1 in the Dialer registry

->Personal Callback flag enabled in the campaign configuration


I have a doubt about the Dialer registry key PersonalCallbackDN=PersonalCallback. Do I have to change it? What is it used for?


Consider that the records are imported in the Personal_Callback_List table, but the CallbackDateTime field does not have the correct hour!?!?


I don't have experience about this configuration so probably I'm forgetting something...do you have any tip or documentation example? Currently I'm using the User and Configuration Guides...


Thanks!!!


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Edward Umansky Wed, 11/21/2007 - 11:06
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The PersonalCallbackDN registry key is the DN that the Dialer will use to call the Personal Callback agent reservation script. As it is set now, you will need to create a DN = PersonalCallback with a Routing Client = MR. That DN should be mapped to your personal callback reservation script. You can also change that registry setting so that the dialer uses a different dn if you like.


The Personal Callback script should have have a route or queue to agent node, with a dynamic agent selection using Call.PreferredAgent. See the documentation for an example.


As for callback time, the time you enter is relative to the customer timezone, not the ICM servers. ICM will automatically adjust the time entered into server local time.



mmaddalena Thu, 11/22/2007 - 04:07
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Hi,

thank for your explanation it has been very helpful!

Now the agent is reserved for the calls scheduled as callback, the problem is that when the customer answers the call is not transfered to the agent and is disconnected after few seconds.

Any idea?


Regards


ake Wed, 12/12/2007 - 01:16
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Hi, one possible cause it the in the Callmanager config the number of calls is 1, it should be 2.

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