DES/Current/Designer/CallbackV2 - Revision history

WikiSysop at 11:15, December 15, 2022

2022-12-15T11:15:41Z

WikiSysop at 21:00, September 21, 2022

2022-09-21T21:00:37Z

Brian.marshall@genesys.com: Published

2021-10-08T14:46:50Z

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Brian.marshall@genesys.com: Published

2021-09-17T13:21:55Z

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Brian.marshall@genesys.com: Published

2021-09-17T13:20:09Z

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Brian.marshall@genesys.com: Published

2021-06-02T12:10:05Z

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Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/CallbackV2 to DES/Current/Designer/CallbackV2: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:58Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/CallbackV2 to DES/Current/Designer/CallbackV2: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

2021-01-14T19:24:50Z

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Brian.marshall@genesys.com: Published

2020-12-17T03:08:29Z

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Bmarshall: Published

2020-10-16T17:38:01Z

Published

@@ Line 229: / Line 229: @@
 {{!}}Callback Purge Time (minutes)
 {{!}}_callback_purge_time
-{{!}}Duration (in minutes) to keep a callback session alive before we make a courtesy call to reschedule or cancel the callback because no agents were found and the callback cannot be processed.  However, the courtesy call will be made at the end of the business day if the business closes before the callback session alive time.
+{{!}}Duration (in minutes) to keep a callback session alive before we make a courtesy call to reschedule or cancel the callback because no agents were found and the callback cannot be processed.  However, the courtesy call will be made at the end of the business day if the business closes before the callback session alive time. It is important that this value is set to greater than 0. This will prevent the system from finding a target for callback before releasing the inbound call, causing disruption in the flow and default routing of the inbound call.
 {{NoteFormat|You might want the courtesy outbound call to happen at the end of the business day. To do this, set the value of this parameter to a number that is greater than the total number of minutes the office is open. For example, an office with business hours of 09:00&ndash;17:00 would be open 480 minutes (or 8 hours). Setting this parameter to a higher value, such as 500, would initiate an outbound call to the customer after business hours (for example, to inform them that no agents were available and to provide them with the option to reschedule or cancel the callback). {{!}}2}}
 {{!}}120

@@ Line 188: / Line 188: @@
 !'''Description'''
 !'''Default Value'''
-!'''Web Callbacks (for API &ndash; see {{Link-SomewhereInThisVersion|manual=Designer|topic=CallbackV2|anchor=webapi|display text=note}})'''
+!'''Web Callbacks (see {{Link-SomewhereInThisVersion|manual=Designer|topic=CallbackV2|anchor=webapi|display text=Web Callbacks (API)}})'''
 {{!}}-
 {{!}}VQ
@@ Line 200: / Line 200: @@
 {{!}}Enables (or disables) the option to offer Immediate Callbacks.
 {{!}}true
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Scheduled Enabled
@@ Line 206: / Line 206: @@
 {{!}}Enables (or disables) the option to offer Scheduled Callbacks.
 {{!}}true
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Hold Enabled
-{{!}}_hole_enabled
+{{!}}_hold_enabled
 {{!}}Enables (or disables) the option to Hold (or Reject) a callback.
 {{!}}true
@@ Line 225: / Line 225: @@
 {{NoteFormat|If '''Immediate Offer Hours''' is configured, this option is ignored.}}
 {{!}}60
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Callback Purge Time (minutes)
@@ Line 325: / Line 325: @@
 *For scheduled callbacks, these hours indicate when timeslots will be available for booking scheduled callbacks.
 {{!}}
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Immediate Offer Hours
@@ Line 336: / Line 336: @@
 * If '''Immediate Offer Hours''' is configured, the override for offering Immediate callback configured in the '''Callback V2''' block is ignored.}}
 {{!}}
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Call Direction
@@ Line 348: / Line 348: @@
 {{!}}How many callbacks can be offered for each slot.
 {{!}}5
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Slot Duration (minutes)
@@ Line 355: / Line 355: @@
 {{NoteFormat|This value must be a divisor of 60. The recommended values are <tt>15</tt> (default), <tt>20</tt>, <tt>30</tt>, or <tt>60</tt>, with <tt>60</tt> being the maximum value you can use.}}
 {{!}}15
-{{!}}&#10007;
+{{!}}&#10003;
 {{!}}-
 {{!}}Routing Point
@@ Line 381: / Line 381: @@
 {{!}}&#10003;
 {{!}}-
 {{!}}}
-{{AnchorDiv|webapi}}
-{{NoteFormat|'''Web Callbacks (API)''': If you are booking callbacks directly with the API, not all settings in the CALLBACK_SETTINGS data table are taken into account. The parameters that are included with API callbacks are marked with a checkmark (&#10003;) in the '''Web Callback''' column. Parameters with a crossmark (&#10007;) can be checked manually with the appropriate API calls prior to booking the callback. For more information, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackDeveloper|anchor=BookCallbackWithAPI|display text=Booking a callback using the callbacks create API}}.|}}
+Parameters with a crossmark (&#10007;) can be checked manually with the appropriate API calls prior to booking the callback. For more information, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackDeveloper|anchor=BookCallbackWithAPI|display text=Booking a callback using the callbacks create API}}.
 |Status=No
 }}
 }}

@@ Line 158: / Line 158: @@
 (If survey is enabled) Enable '''Route to a different RP than previously specified in Setup Survey block''' if you need to change the routing point to use for the survey application after the agent disconnects. Otherwise, the routing point configured in the {{Link-SomewhereInThisManual|topic=Survey|display text=Setup Survey block}} is used.
-===Example===
+===Business Hours===
-[[file:des_callback_v2_advanced.png]]
+Enable this option to use the timezone specified in the Business Hours for the callback virtual queue. Otherwise, the timezone of the application is used.
 |Status=No
 }}{{Section

@@ Line 12: / Line 12: @@
 |structuredtext=You can use the '''Callback V2''' block in the '''Assisted Service''' phase of a '''Default''' type application for inbound calls. This allows the caller to request a callback when the next agent is available or to schedule a callback for a more convenient time.
-Designer supports the following types of callbacks (voice channel only):
+Designer supports the following types of callbacks (voice calls only):
 *Immediate (or in-queue) callbacks, where the caller requests a callback when the next agent is available.

@@ Line 3: / Line 3: @@
 |DisplayName=Callback V2
 |TocName=Callback V2
-|Context=Use the settings on this block to set up Callback (V2).
+|Context=This block allows callers to request or schedule a callback.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=You can use the '''Callback V2''' block in the '''Assisted Service''' phase of your '''Default''' type application for inbound calls. Designer supports the following types of callbacks:
+|structuredtext=You can use the '''Callback V2''' block in the '''Assisted Service''' phase of a '''Default''' type application for inbound calls. This allows the caller to request a callback when the next agent is available or to schedule a callback for a more convenient time.
 *Immediate (or in-queue) callbacks, where the caller requests a callback when the next agent is available.
@@ Line 16: / Line 18: @@
 *Web-invoked callbacks, where the caller requests a callback using an HTTP request (such as a website or a mobile application to request a callback when an agent is available).
-You can use the '''Callback V2''' block in the '''Initialize''' phase of your '''Callback''' type application for Scheduled callback. This block processes the Scheduled callback at the desired time.
+You can also use the '''Callback V2''' block in the '''Initialize''' phase of a '''Callback''' type application for scheduled callbacks. When used this way, this block processes the scheduled callback at the desired time.
-Before using the '''Callback V2''' block, you must first create a {{Link-SomewhereInThisManual|topic=Variables|display text=variable}} for the callback virtual queue. Then, you can use Special Days, Business Hours, and Data Tables (under {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|display text=Business Controls}}) to specify your business requirements and associate those settings with the virtual queue.
+{{NoteFormat|
 The settings for callback virtual queues are stored in the {{Link-SomewhereInThisManual|topic=CallbackV2|anchor=callback_settings|display text=Callback_Settings}} data table.
 |Status=No
 }}{{Section

@@ Line 34: / Line 34: @@
 *The caller is offered immediate (or in-queue) callback. They accept, and confirm the number they want to be called at.
 *At this point, the caller can hang up. The voice interaction is converted to a virtual call and added to the queue.
-*While the virtual call waits in the queue, the session remains active and continues to monitor statistics for the call, such as the Estimated Wait Time (EWT) and it's position in the queue.
+*While the virtual call waits in the queue, the session remains active and continues to monitor statistics for the call, such as the Estimated Wait Time (EWT) and its position in the queue.
 *When an agent that satisfies the required skill expression is ready, the customer is called.
 *Music on hold plays while the call is being routed to the agent.
@@ Line 289: / Line 289: @@
 {{!}}120
 {{!}}&#10003;
-<!--{{!}}-
+{{!}}-
 {{!}}Push Notification Threshold (minutes)
 {{!}}_push_notification_threhold
 {{!}}Estimated duration (in minutes) before callback time for courtesy push notification to be sent.
 {{!}}5
-{{!}}✓-->
+{{!}}✓
 {{!}}-
 {{!}}Skill Expression

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 18: / Line 18: @@
 You can use the '''Callback V2''' block in the '''Initialize''' phase of your '''Callback''' type application for Scheduled callback. This block processes the Scheduled callback at the desired time.
-Before using the '''Callback V2''' block, you must first create a {{Link-SomewhereInThisManual|topic=Variables|anchor=top|display text=variable}} for the callback virtual queue. Then, you can use Special Days, Business Hours, and Data Tables (under {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|anchor=top|display text=Business Controls}}) to specify your business requirements and associate those settings with the virtual queue.
+Before using the '''Callback V2''' block, you must first create a {{Link-SomewhereInThisManual|topic=Variables|display text=variable}} for the callback virtual queue. Then, you can use Special Days, Business Hours, and Data Tables (under {{Link-SomewhereInThisManual|topic=BusinessObjectsBar|display text=Business Controls}}) to specify your business requirements and associate those settings with the virtual queue.
 The settings for callback virtual queues are stored in the {{Link-SomewhereInThisManual|topic=CallbackV2|anchor=callback_settings|display text=Callback_Settings}} data table.
@@ Line 71: / Line 71: @@
 |structuredtext=In the drop-down menu, select '''Callback V2 - Offer Callback''' to use the pre-packaged template for callback.
-The inbound callback feature is provided by a series of {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}}. The '''Callback V2''' block hands off the call to one main shared module that guides callers through the callback process. This shared module might rely on one or more supporting shared modules to extend its functionality (such as to collect a phone number or negotiate a time for '''Scheduled''' callback). When the callback process is complete, the main shared module returns the call to your application.
+The inbound callback feature is provided by a series of {{Link-SomewhereInThisManual|topic=SharedModulesBar|display text=shared modules}}. The '''Callback V2''' block hands off the call to one main shared module that guides callers through the callback process. This shared module might rely on one or more supporting shared modules to extend its functionality (such as to collect a phone number or negotiate a time for '''Scheduled''' callback). When the callback process is complete, the main shared module returns the call to your application.
 For ease of use, you can use shared module templates that provide pre-packaged callback functionality. The templates are read-only and cannot be edited or deleted. If you want to modify these templates, go to the '''Shared Modules''' list and click '''Clone''' beside a template to create a copy for editing.
-{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} window.|3}}
+{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|display text=Media Resources}} window.|3}}
 |Status=No
 }}{{Section
@@ Line 83: / Line 83: @@
 |structuredtext=In the drop-down menu, select '''Callback V2 - Calling Back''' to use the pre-packaged template for callback.
-The outbound callback feature is provided by a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.
+The outbound callback feature is provided by a {{Link-SomewhereInThisManual|topic=SharedModulesBar|display text=shared module}}.
 For ease of use, you can use a shared module template that provides pre-packaged callback functionality. The template is read-only and cannot be edited or deleted. If you want to modify this template, go to the '''Shared Modules''' list and click '''Clone''' beside the template to create a copy for editing.
-{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} window.|3}}
+{{NoteFormat|Although you can copy a template to modify its prompts or behavior, you must not change its inputs or outputs. Doing so might cause unexpected behavior or {{Link-SomewhereInThisVersion|manual=Designer|topic=Troubleshooting|anchor=callback_templates|display text=validation issues}}. If you want to change audio prompts only, you can modify audio resources in the '''Callback V2 Audio''' audio collection, which you can access by going to the {{Link-SomewhereInThisManual|topic=MediaResources|display text=Media Resources}} window.|3}}
 |Status=No
 }}{{Section
@@ Line 151: / Line 151: @@
 ===Survey===
-(If survey is enabled) Enable '''Route to a different RP than previously specified in Setup Survey block''' if you need to change the routing point to use for the survey application after the agent disconnects. Otherwise, the routing point configured in the {{Link-SomewhereInThisManual|topic=Survey|anchor=top|display text=Setup Survey block}} is used.
+(If survey is enabled) Enable '''Route to a different RP than previously specified in Setup Survey block''' if you need to change the routing point to use for the survey application after the agent disconnects. Otherwise, the routing point configured in the {{Link-SomewhereInThisManual|topic=Survey|display text=Setup Survey block}} is used.
 ===Example===

@@ Line 327: / Line 327: @@
 *Immediate callback will not be offered if the current time plus the '''Estimated Wait Time''' (EWT) is outside of the hours defined in '''Business Hours''' (_business_hours_service). For example, if Business Hours are set to Monday-Friday, 09:00 - 17:00, the EWT is 10 minutes, and the current time is Monday at 16:55, then Immediate callback will not be offered.
-{{NoteFormat|This option disables the '''Immediate Blackout''' option.}}
+{{NoteFormat|
 {{!}}
 {{!}}&#10007;