IPCC Enterprise CallBack Feature used for Queue Position

Unanswered Question
Apr 12th, 2010

Without using any 3rd party app integrated with IPCCE (with IPIVR), is it possible to utilize the outbound dialer feature to have the system prompt a caller for callback option then preserve that caller's position in queue and finally call him back when he's next in line to be handled by the next available agent?

I have this problem too.
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This is a complex application to build and it can only be approximate - but yes, it can be done. This  is not for the feint hearted.

There have been some posts here on the subject of leaving a callback request out of IP IVR, and you would need to take those answers and think about it a bit. There may be other ways to skin this cat.

Essentially:

1. Caller decides they want to drop and be called back

2. IP IVR does an INSERT into some SQL table including their number and when to call them back (based on now + EWT)

3. Out of band, SQL is running a scheduled job every (say) minute that looks for entries that need a callback (checking time to call back against now)

4. Any entries found create an output file in the Dialer format and drop in the import directory (tricky)

5. Those entries are marked as being done so they are not processed again.

3 and 4 are tricky enough - may need to do this with a service that can create the file. I can write this in Java but you may prefer .NET. You can't make IPIVR write the file for the Dialer for several reasons - you would only be doing one at a time, there would be re-entrancy issues, and you could not get the delayed callback.

Regards,

Geoff

SAN J Tue, 04/13/2010 - 09:23

Geoff,

As always, thanks for the help.

I take it there's no possible way to write it directly to the Dialer table (using the CallBackDateTimeZoneX field) to make it work...as opposed to writing it to the campaign table?

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