Softdial Scripter™ - Step Library

End Call With Callback 2

Used to end the call and send the outcome as the specified Agent Outcome Number and sets up a callback using the specified Callback Agent ID, Callback Number and Callback Time.


1. Agent Outcome Number (Mandatory) Must be a valid outcome that is specified in the Softdial Repository™ Agent Outcomes tab for the current Tenant
2. Callback Agent ID (Optional) If the value is
  • specified - the callback will be agent specific to this agent
  • not specified - any agent in the pool can handle the callback
3. Callback Number (Optional) If the value is
  • specified - the callback will be made to this number
  • not specified - the callback will be made to the current respondent number
4. Callback Time (Mandatory) Can be specified using the Current Date Time and Date Time Math steps.

See also Softdial Scripter™Timezone Integration
5. Timezone Override (Optional) From V10.7.1691 - The Timezone identifier. Scripter assumes that the agent is in the timezone configured for the tenant. Setting this property to a valid timezone string allows this to be overridden.

This mechanism works for daylight savings time as it uses the OS timezone settings.

Some tenants may have agents who are in a different timezone to tenant local time. Some call centers wishing to give a localised-to-the-customer experience may want to capture the callback in the timezone local to the customer.

The timeone override value must be one of the Windows Timezone Values i.e. values of keys under registry key

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Time Zones

6. Commitment (Optional) From 10.5.182 - sales value without the currency symbol e.g. 10.00, 1245.50
7. Success Rating (Optional) From 10.5.182 - value between 0 and 1, or a percentage value e.g. 0.20, 60%
8. Partial Update (Optional) If set to Yes, only the campaign fields that have been modified during script execution will be updated (i.e. included in the Data (DT) parameter of the TransactionComplete [TC] message)

End Call With Callback 2 - Inputs

Fig. 1 - End Call With Callback 2 - Inputs

None


1. Next The call transaction has ended. The outcome may be captured to a Script or Campaign field
2. Fail The call transaction has failed. The outcome may be captured to a Script or Campaign field

End Call With Callback 2 - Outcomes

Fig. 2 - End Call With Callback 2 - Outcomes