Draft:RN/Callback/100.0.003.0144 - Revision history

WikiSysop: Redirected page to Draft:RN/Callback/100.0.003.0151

2022-08-03T19:16:35Z

Redirected page to Draft:RN/Callback/100.0.003.0151

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WikiSysop at 19:00, August 3, 2022

2022-08-03T19:00:58Z

WikiSysop at 18:45, August 3, 2022

2022-08-03T18:45:57Z

WikiSysop at 05:00, August 3, 2022

2022-08-03T05:00:43Z

WikiSysop at 20:45, August 2, 2022

2022-08-02T20:45:54Z

WikiSysop at 20:30, August 2, 2022

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WikiSysop at 20:00, August 2, 2022

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WikiSysop at 19:15, August 2, 2022

2022-08-02T19:15:55Z

WikiSysop at 19:00, August 2, 2022

2022-08-02T19:00:58Z

WikiSysop at 18:30, August 2, 2022

2022-08-02T18:30:59Z

@@ Line 89: / Line 89: @@
 For more information about those parameters, see {{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}}.
-===={{Editgrn_open}}'''Calculations'''{{Editgrn_close}}====
+===='''{{Editgrn_open}}Calculations{{Editgrn_close}}'''====
 {{Editgrn_open}}With regard to the '''Immediate Offer Hours''' parameter, the API uses one of two possible calculations when determining the value to return for '''isWithinImmediateOfferTime'''. One calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not. Results are measured in seconds in both cases.{{Editgrn_close}}
 {{Editgrn_open}}When '''Immediate Offer Hours''' is configured:{{Editgrn_close}}
-*{{Editgrn_open}}The calculation is (end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), when:{{Editgrn_close}}
+*{{Editgrn_open}}The calculation is (end of the business day for '''Immediate Offer Hours''') &minus; ('''start''' time + the current estimated wait time), when:{{Editgrn_close}}
 **{{Editgrn_open}}'''Immediate Offer Hours''' is configured for the callback virtual queue, and{{Editgrn_close}}
-**{{Editgrn_open}}startTime is within the business hours configured for '''Immediate Offer Hours''', and{{Editgrn_close}}
+**{{Editgrn_open}}'''start''' time is within the business hours configured for '''Immediate Offer Hours''', and{{Editgrn_close}}
-**{{Editgrn_open}}(startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours'''{{Editgrn_close}}
+**{{Editgrn_open}}('''start''' time + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours'''{{Editgrn_close}}
 *{{Editgrn_open}}Otherwise, the API returns 0.{{Editgrn_close}}
 {{Editgrn_open}}When '''Immediate Offer Hours''' is not configured:{{Editgrn_close}}
-*{{Editgrn_open}}The calculation is (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''') &minus; (startTime + the current estimated wait time), when:{{Editgrn_close}}
+*{{Editgrn_open}}The calculation is (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''') &minus; ('''start''' time + the current estimated wait time), when:{{Editgrn_close}}
 **{{Editgrn_open}}'''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue, and{{Editgrn_close}}
-**{{Editgrn_open}}startTime is within the business hours specified in '''Business Hours''' in Designer, and{{Editgrn_close}}
+**{{Editgrn_open}}'''start''' time is within the business hours specified in '''Business Hours''' in Designer, and{{Editgrn_close}}
-**{{Editgrn_open}}(startTime + the current estimated wait time) is before (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''').{{Editgrn_close}}
+**{{Editgrn_open}}('''start''' time + the current estimated wait time) is before (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''').{{Editgrn_close}}
 *{{Editgrn_open}}Otherwise, the API returns 0.{{Editgrn_close}}
 {{!}}-

@@ Line 77: / Line 77: @@
 *If '''Immediate Offer Hours<sup>1</sup>''' is configured and the current time is within the offer hours, the API returns the number of seconds until the end of the business day associated with '''Immediate Offer Hours<sup>1</sup>'''.
-{{Editgrn_open}}'''NOTE:''' If you specify a value for the [https://developer.genesyscloud.com/reference/engagement/Availability/index.html#openFor '''start''' parameter], then that value is used as the current time for any openFor calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying a '''start''' time when using '''queryImmediateOfferHours''' or '''returnWithinImmediateOfferTime'''.{{Editgrn_close}}
+{{Editgrn_open}}'''NOTE:''' If you specify a value for the [https://developer.genesyscloud.com/reference/engagement/Availability/index.html#openFor '''start''' parameter], then that value is used as the current time for any openFor API calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying a '''start''' time when using '''queryImmediateOfferHours''' or '''returnWithinImmediateOfferTime'''.{{Editgrn_close}}
 {{!}}-
 {{!}}'''isWithinImmediateOfferTime'''
@@ Line 89: / Line 89: @@
 For more information about those parameters, see {{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}}.
-===='''Calculations'''====
+===={{Editgrn_open}}'''Calculations'''{{Editgrn_close}}====
-{{Editgrn_open}}There are two calculations for '''Immediate Offer Hours'''; one calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not. Results are measured in seconds in both cases.{{Editgrn_close}}
+{{Editgrn_open}}With regard to the '''Immediate Offer Hours''' parameter, the API uses one of two possible calculations when determining the value to return for '''isWithinImmediateOfferTime'''. One calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not. Results are measured in seconds in both cases.{{Editgrn_close}}
 {{Editgrn_open}}When '''Immediate Offer Hours''' is configured:{{Editgrn_close}}

@@ Line 77: / Line 77: @@
 *If '''Immediate Offer Hours<sup>1</sup>''' is configured and the current time is within the offer hours, the API returns the number of seconds until the end of the business day associated with '''Immediate Offer Hours<sup>1</sup>'''.
-{{Editgrn_open}}'''NOTE:''' If startTime is provided, then startTime is used as the current time of any openFor calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying startTime when using '''queryImmediateOfferHours''' or '''returnWithinImmediateOfferTime'''.{{Editgrn_close}}
+{{Editgrn_open}}'''NOTE:''' If you specify a value for the [https://developer.genesyscloud.com/reference/engagement/Availability/index.html#openFor '''start''' parameter], then that value is used as the current time for any openFor calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying a '''start''' time when using '''queryImmediateOfferHours''' or '''returnWithinImmediateOfferTime'''.{{Editgrn_close}}
 {{!}}-
 {{!}}'''isWithinImmediateOfferTime'''

@@ Line 90: / Line 90: @@
 ===='''Calculations'''====
-There are two calculations for '''Immediate Offer Hours'''; one calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not.
+{{Editgrn_open}}There are two calculations for '''Immediate Offer Hours'''; one calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not. Results are measured in seconds in both cases.{{Editgrn_close}}
-When '''Immediate Offer Hours''' is configured:
+{{Editgrn_open}}When '''Immediate Offer Hours''' is configured:{{Editgrn_close}}
-*The calculation is (end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), measured in seconds, when:
+*{{Editgrn_open}}The calculation is (end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), when:{{Editgrn_close}}
-**'''Immediate Offer Hours''' is configured for the callback virtual queue, and
+**{{Editgrn_open}}'''Immediate Offer Hours''' is configured for the callback virtual queue, and{{Editgrn_close}}
-**startTime is within the business hours configured for '''Immediate Offer Hours''', and
+**{{Editgrn_open}}startTime is within the business hours configured for '''Immediate Offer Hours''', and{{Editgrn_close}}
-**(startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours'''
+**{{Editgrn_open}}(startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours'''{{Editgrn_close}}
-*Otherwise, the API returns 0.
+*{{Editgrn_open}}Otherwise, the API returns 0.{{Editgrn_close}}
-When '''Immediate Offer Hours''' is not configured:
+{{Editgrn_open}}When '''Immediate Offer Hours''' is not configured:{{Editgrn_close}}
-*The calculation is (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''') &minus; (startTime + the current estimated wait time), measured in seconds, when:
+*{{Editgrn_open}}The calculation is (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''') &minus; (startTime + the current estimated wait time), when:{{Editgrn_close}}
-**'''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue, and
+**{{Editgrn_open}}'''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue, and{{Editgrn_close}}
-**startTime is within the business hours specified in '''Business Hours''' in Designer, and
+**{{Editgrn_open}}startTime is within the business hours specified in '''Business Hours''' in Designer, and{{Editgrn_close}}
-**(startTime + the current estimated wait time) is before (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''').
+**{{Editgrn_open}}(startTime + the current estimated wait time) is before (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''').{{Editgrn_close}}
-*Otherwise, the API returns 0.
+*{{Editgrn_open}}Otherwise, the API returns 0.{{Editgrn_close}}
 {{!}}-
 {{!}}'''isImmediateEnabled'''
@@ Line 121: / Line 121: @@
 *If at least one agent is ready, the API returns <tt>ewt=0</tt>, <tt>resultCode=0</tt>
-*If no agent is logged in, the API returns <tt>ewt=-1</tt>, <tt>resultCode=-2</tt>
+*{{Editgrn_open}}If no agent is logged in{{Editgrn_close}}, the API returns <tt>ewt=-1</tt>, <tt>resultCode=-2</tt>
-*If there are agents logged in, but none are currently ready,  the API returns the same value for EWT as is calculated for <tt>mode2</tt>.
+*{{Editgrn_open}}If there are agents logged in, but none are currently ready,  the API returns the same value for EWT as is calculated for <tt>mode2</tt>.{{Editgrn_close}}
 The EstimatedWaitTime API can determine whether there are agents ready only when you have assigned the virtual queue as the '''Origination DN''' of an Agent Group.

@@ Line 91: / Line 91: @@
 ===='''Calculations'''====
 There are two calculations for '''Immediate Offer Hours'''; one calculation is used when '''Immediate Offer Hours''' is configured and another is used when it is not.
 *The calculation is (end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), measured in seconds, when:
@@ Line 97: / Line 99: @@
 **(startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours'''
 *Otherwise, the API returns 0.
 *The calculation is (the end of the business day specified in '''Business Hours''' &minus; '''Immediate Blackout (minutes)''') &minus; (startTime + the current estimated wait time), measured in seconds, when:

@@ Line 91: / Line 91: @@
 '''NOTES:'''
-Additionally, if '''Immediate Offer Hours''' is configured for the callback virtual queue and if startTime is within the business hours configured for '''Immediate Offer Hours''' and (startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours''', then the following calculation is used:
+Additionally, if '''Immediate Offer Hours''' is configured for the callback virtual queue and if startTime is within the business hours configured for '''Immediate Offer Hours''' and (startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours''', then the following calculation is used, measured in seconds:
-(end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), in seconds
 Otherwise, the API returns 0.
-If '''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue and startTime is within the business hours configured in '''Business Hours''' in Designer and (startTime + the current estimated wait time) is before ('''Immediate Blackout (minutes)''' before the end of the business day in '''Business Hours'''), then the following calculation is used:
+If '''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue and startTime is within the business hours configured in '''Business Hours''' in Designer and (startTime + the current estimated wait time) is before ('''Immediate Blackout (minutes)''' before the end of the business day in '''Business Hours'''), then the following calculation is used, measured in seconds:
-('''Immediate Blackout (minutes)''' before the end of the business day in '''Business Hours''') &minus; (startTime + the current estimated wait time), in seconds
 Otherwise, the API returns 0.

@@ Line 52: / Line 52: @@
 *a new output parameter, '''immediateOfferHoursOpenFor'''. For more information, see '''New output parameters''', below.
-:If the value of '''queryImmediateOfferHours''' is <tt>false</tt>, the API response excludes the '''immediateOfferHoursOpenFor''' parameter.
+If the value of '''queryImmediateOfferHours''' is <tt>false</tt>, the API response excludes the '''immediateOfferHoursOpenFor''' parameter.
 {{!}}-
 {{!}}'''returnWithinImmediateOfferTime'''
@@ Line 87: / Line 87: @@
 *'''Immediate Blackout (minutes)<sup>1</sup>''', if '''Immediate Offer Hours<sup>1</sup>''' is not configured
-:For more information about those parameters, see {{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}}.
+For more information about those parameters, see {{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}}.
-Additionally, if '''Immediate Offer Hours''' is configured for the callback virtual queue:
+'''NOTES:'''
-*If startTime is within the business hours configured for '''Immediate Offer Hours''' and (startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours''', then the following calculation is used:
+Additionally, if '''Immediate Offer Hours''' is configured for the callback virtual queue and if startTime is within the business hours configured for '''Immediate Offer Hours''' and (startTime + the current estimated wait time) is before the end of the business day associated with '''Immediate Offer Hours''', then the following calculation is used:
-:(end of the business day for '''Immediate Offer Hours''') &minus; (startTime + the current estimated wait time), in seconds.
+Otherwise, the API returns 0.
-If '''Immediate Offer Hours''' is not configured for the callback virtual queue:
+If '''Immediate Offer Hours''' is ''not'' configured for the callback virtual queue and startTime is within the business hours configured in '''Business Hours''' in Designer and (startTime + the current estimated wait time) is before ('''Immediate Blackout (minutes)''' before the end of the business day in '''Business Hours'''), then the following calculation is used:
-*If startTime is within the business hours configured in '''Business Hours''' in Designer and (startTime + the current estimated wait time) is before ('''Immediate Blackout (minutes)''' before the end of the business day in '''Business Hours'''), then the following calculation is used:
+Otherwise, the API returns 0.
 {{!}}-
 {{!}}'''isImmediateEnabled'''