jasidija
Technical User
- Mar 4, 2007
- 84
For those of you using SWCP/CCMM, I would like to hear what your interpretation is of a configuration parameter called "Call-back", in the context of the DTH & Transaction Monitor Configurator.
The only Nortel documentation I can find on it - if you dare to make sense of it - reads:
"In the Call-back Window box, enter the maximum time (in minutes) that contacts are acquired and queued before their call-back time to ensure that the contact makes its way through the Symposium Call Center Server queuing to an agent in time for the call back."
I thought I was having flashbacks when I tried to read this...
Anyway - I know it is not the Maximum Acquired/Queued Duration timer - which is the parameter that dictates when the contact (email) will be released by the DTH service (abandons/terminates the 'call') and begins the prioritization algorithm over again.
I'm wondering what this parameter (in the Call-back field) really affects???
The only Nortel documentation I can find on it - if you dare to make sense of it - reads:
"In the Call-back Window box, enter the maximum time (in minutes) that contacts are acquired and queued before their call-back time to ensure that the contact makes its way through the Symposium Call Center Server queuing to an agent in time for the call back."
I thought I was having flashbacks when I tried to read this...
Anyway - I know it is not the Maximum Acquired/Queued Duration timer - which is the parameter that dictates when the contact (email) will be released by the DTH service (abandons/terminates the 'call') and begins the prioritization algorithm over again.
I'm wondering what this parameter (in the Call-back field) really affects???