SpitFire Help Desk



Callback Feature

Contents

I. Introduction

II. Campaign Procedures

III. Agent Procedures

IV. Callback Manager

V. Searching/Rescheduling CallBacks

VI. Callback Database Table



Introduction

Beginning with version 1.1.50 of the SpitFire Predictive Pro (MySQL) software, a Callback feature has been available. This feature allows your Agents to set a specific date and time to have the Dialer call back a specific customer. When the Agent receives a call from the Dialer, and is told to by the client that they would like to be called at a different time, the Agent can click on a button on the SpitFire Agent software to schedule the Dialer to call the client again at a specific date and time.


Note: This article is based on the latest version of ListMaker Callback Manager, ver 1.1.90 or later.


Campaign Procedures:

There are two types of CallBacks from a Campaign standpoint:

Global and Local Callbacks

The Campaign can be set to either Global or Local callback mode by clicking on Options/Preferences/General and then clicking Enable CallBacks and setting to either Local or Global.



Difference between local and global CallBacks:

-If the campaign manager chooses to dial global call backs, then it doesn't matter which list is currently being dialed because the callback would still be dialed from the original source list.
-If the campaign manager goes with the local call backs option then calls backs will only be dialed from the same list which the campaign is currently dialing.

Difference between Private and Public Callbacks:

-If the agent selects the callback to be a Private callback, the dialer will transfer to call to that specific agent.
-If the agent does not set the callback as private, then the callback will be sent to the first available agent.

Make Private Callback Public if Agent Not Available

This setting can be enabled in Options/Preferences/General and will send a scheduled callback to any agent that is available if the intended agent is not. If this option is not checked, the callback will only be transferred to the agent who scheduled it.

NOTE: If the agent is not available at the scheduled callback time, and the Make Private Callback Public if Agent Not Available setting is not enabled, SPD will automatically wait for the Agent to become available before calling the callback record. This is usually the preferred way of handling callbacks when it is important for the specific agent to continue handling the client.



Agent Procedures:

When the agent is ready to disposition a call, the Call Back disposition button can be used to schedule a callback.




First the agent will click the calendar button to the right of the Call Back button. Here the Agent can schedule the call back for minutes or days from the original call.



The Agent can schedule the record to be called back within minutes, or days. By default, the Private Call Back check-box is selected. The Agent has to uncheck this in order for it to be made a Public Callback. Or the Campaign must have the Make Private Callback Public if Agent Not Available setting mentioned above enabled to override this.

Once the Agent clicks OK, then he can click the Callback button to end the call, like any other Disposition.




When a callback is sent to the agent, the bottom, left-hand corner of the Agent software will indicate the current call is a callback and not a regularly dialed record.
Here is an example of a regular call that was transferred to an Agent:



Circled in Red you can see this was an OutBound Public call, not a Callback.

Here is what you would see for a Callback:



In this example, the Callback was a Private Callback that transferred the call back to the specific Agent that scheduled it.


CallBack Manager:

A callback manager module has been added to ListMaker Pro to allow you to view, filter, re-schedule and delete callback records. The Callback Manager can be useful for rescheduling broken Callbacks. Broken Callbacks are those that were not able to be completed for some reason.
Note: this section refers to the latest version of the CallBack Manager in ListMaker Pro Version 1.1.90 or later


Cases when a CallBack could become "broken":

  1. In cases when a callback record is called back and is dispositioned as 202(dialer detected answering machine), 204(busy signal), 205(no answer), 206(Operator Intercept), 207(bad phone line), 209(dropped call) or 249(Operator Intercept or Line error) the call back becomes broken.
  2. If no campaign is running during the callback time then the callback would become broken.
  3. If you are running in Local Callback mode in the campaign and you are dialing a different list at the time a callback was scheduled.


To access the CallBack Manager, open ListMaker and click on Tools-->CallBack Manager and then Global or Local, depending on how you have the CallBack Mode set in the Campaign settings.




Here you will see a grid of all the Callbacks that have been scheduled by the Agents.




This window shows the specifics for each record. 


Searching/Rescheduling CallBacks


On the right-hand panel, the Filter Callbacks can be used to look up CallBacks based on their state in the CallBack database or by several other criteria.



1. Show Callbacks from last [number] Day(s): This allows you to specify the span of days for which you want to see the Callbacks to avoid looking at old Callbacks that are not relevant anymore.

2. Dialer ID: This setting can be changed to show the Callbacks from a specific Campaign number. This Campaign number is configured in the Options-->Preferences-->Database Settings in the DialerID. When using multiple, simultaneous Campaigns, that DialerID helps keep Callbacks related to the Agents that are logged into a specific Campaign.

3. List Name, Client Name and Voice Phone: Here you can specify, in more detail a call back record you are looking for. If you are not sure of the exact customer name or list name, you can augment the search by using the % sign before or after a string of letters and also unchecking the Exact check-box.
For Example, if you wanted to look up Eric Phillips but are not sure how the first name is spelled, you could enter %Phillips, uncheck Exact and it would find all customers with the nam Phillips.
Or if you wanted to look up all the 214 numbers in the Callbacks database, you could enter 214% in the Voice Phone field, uncheck Exact and it would find all records that start with 214 for the phone number.

4. Agent: This allows you to search for Callbacks based on specific Agent user names.

5. CallBack Type: This can be set to Public or Private Callbacks.

6. CallBack Status: This is where you can define a search for only Callbacks that have not been called yet (Fresh) or ones that have been called back and resulted in Answering Machines, Busies, etc. Checking Broken will find all Callbacks that were attempted but did not result in a live person answering or were Broken because the Agent the Callback was scheduled for was never available during the day the Callback was to be made.

7. Look Up: Click this button to search for records based on the specified criteria above.


Below is a sample screen-shot of what a search might look like:




Once you have looked up the records you want to find, you can then do things like reschedule the broken Callbacks or assign them to a different Agent.
You can reschedule all the Callbacks that were found in the search, all at once by clicking the Reschedule Calendar at the bottom right-hand corner.







In this window you can set the new date/time for which to set the Callbacks. Or you can set Private Callbacks to Public, and even check Keep Callback time if you just want to change the date but not the time of the Callbacks. Update DialerID can be used to change the DialerID number for a Callback, for instance, if your Agent that scheduled them is going to be logging onto a different Campaign number, i.e Campaign 2 instead of Campaign 1.


You can also double-click on the gray square, to the left of a Callback record to reschedule it, individually.









Callback Table Database Structure:

The following is technical data regarding the callback table that will be created in the spitfire MySQL database for global callbacks and in the specific list if a list was dialed under Local callback settings.

Column name

Description

CallBackID

 

Auto increment primary key

ListName

 

Name of the database from where to locate the callback client

ClientID

 

ClientID for the client record

Name

Clients name

VoicePhone

Clients phone number

DateEdited

 

Record edit time stamp

DateEntered

 

Time stamp when the call back was scheduled

CallBackTime

 

Time stamp for the time of callback

CallBackStatus

 

Stores various call back status code

DialerID

 

DialerID of the dialer fetching the record, used to avoid multiple fetches by different dialer instance

FetchID

 

A counter to avoid multiple fetch by the same dialer instance

BrokenFlag

 

Set to 1 if the record becomes a broken call back else always 0

AgentID

AgentID value used for private callbacks

IsPrivateCallBack

 

If Set to 1 it's a private call back, if 0 then public

Possible values for CallBackStatus field:

01 – undialed record
201 – successfully dialed and transferred record
209 – dropped callback
202 – callback detected as Answering Machine
204 – callback detected as Busy
205 – callback detected as No Answer
206 – callback detected as Operator Intercept
207 – callback detected as Other
249 – callback detected as Error

Below are 2 flow charts (private and public callback) that show the call flow of the Callback feature:





Public Callbacks



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Last Updated
16th o March, 2011

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