Callback in case of call disconnection

[vcircelli]

Hello all!
We got a request from our business to generate a callback in case of customer call is dropped. We explained that it's hard to evaluate if the disconnection was a call drop or a regular disconnection after the call is done.

So what we thought was: In the beginning of the call, agent asks the customer for the best phone number to receive a call in case of disconnection, and type it on the Agent Script

If the call is dropped, agent could simply press a button and the callback would be generated to the queue.

I see the Scripter.Schedule Callback but I'm struggling a little bit to make it work.

During my tests I've created a simple button that would call the Schedule Callback function.

• Name: I'm not interested in Name, so for the Name I'm simply inputting a variable with value "name" in it
• Date/Time I'm using Scripter.Customer Call Start Time because it's a parameter that is already there, without having to modify anything. My intention is to trigger the callback immediately after the call is disconnect. Am I right using it? What else could I use?
• Phone Number I'm using Scripter.Customer Formatted Number
• Country Code is optional and already included on above phone number so I'm not using
• Callback queue ID no issues, I'm using a test queue
• Callback Script ID is optional so I'm not using any
• Preferred Agent ID is not marked as optional but I'm guessing it is, hence not choosing anything. Am I right?

Even though I'm getting "Failed to schedule callback" error after I click the button.

Please I need help to either troubleshoot/configure it or new ideas of how I can accomplish this request.

Thanks!

[Jerome.Saint-Marc]

Hello,

I think your problem is coming from the Date/Time field.
At API level, the date/interval fields expect a date formatted according to ISO 8601 - e.g. "2022-05-31T22:00:00.000Z" (Z for UTC time).
The Scripter.Customer Call Start Time does not have this format - it is meant to present/display the date in readable manner.

In a "regular" callback, you would need to ad a Date/Time component to your Script, have the agent select the date and time, and store the outcome in a variable that you will use when invoking the Schedule Callback action.

I don't think there is a way (available function) to get current date or to easily convert the Scripter.Customer Call Start Time.
But that's something I haven't practiced much.

What I can think of - which could simplify the implementation - would be to generate this date time in the Architect inbound flow (using an existing Architect built-in variable or using the Date functions in an Expression) and attach the value as a participant attribute (Set Participant Data block).
In your Script, you could just create a variable that takes its value from the Participant Data (Enable the Input toggle on the string variable, and name the variable with the same name you used in the Set Participant Data block).
I haven't tried it - but if it is indeed a problem with the format of the Date/Time, this should allow to get a properly formatted date (ISO 8601).

Regards,