CCB - Manipulate Remaining Wait Time

[davidduncan]

I have courtesy callback running in our environment.  We offer callback in our main ICM script, if the caller accepts callback, then we send the call to the CCB ICM script pass some variables and set the initial EWT, the send the call on to the CCB callback entry app.  When the caller reaches this point, we confirm the callers info and then hang up on the caller.  Because we do not send all calls to the CCB app, we use the EWT as more of counter and do not recalculate the EWT within the Callback Wait app.

We set the following parameter in the Reporting Server.

#property to enable/disable dynamic ewt calculation - default=true(dynamic EWT is enabled)
RPT.DynamicEwtCalculationEnabled = false

This works great.  My concern is as we get toward the end of the business day, we might have a longer wait time than we have minutes left in the business hours.  We can certainly turn off the CCB at that point.

My Question is this.  Is there a way to manipulate the "Remaining Wait Time" parameter through API or some other way to force the timer to zero when we want to.  I would like to do this individually or for all calls.  It does not matter to me as long as it can be one.

[janinegraves]

Hi David,
I don't think there's a way to change the CCB's remaining wait timer to
0, but there might be another way to accomplish your goal.
Please explain why/when you're trying to set it to 0 and perhaps we can
find you a work-around.
Is it so that you can call back all the remaining callers who are
awaiting calls before the end of the business day?

[davidduncan]

Janine,

Thank you for the reply.  Ultimately, I would like a way to force the callbacks waiting to get their callbacks sooner than the timer expiring under certain circumstances.  An example, might be that we get toward the end of the business day and want to go ahead and get these calls Queued up to talk to an agent before we close.  

I am trying to match a couple of features that our current callback solution (third party) has.  One is to initiate callbacks to customers who have calls in callback wait and another is to be able to cancel any or all callbacks.

[janinegraves]

In the CallbackWait application, there's a WaitLoop page that loops
between Get_Status_01 and a Decision element (Is_Callback_Ready) to
determine if start_callback has the value true, and if so, it goes to
the DoCallback page.

You could add some logic so that if start_callback is not true, you can
check a custom value coming from 'somewhere' (Database or Rest Web
Service or a Global Variable if you know how to set/get that using
custom Java) and either place the callback or not based on the value of
your custom variable.

So you could either use a Database element and read the value from a
database, or if you want to use 'Business Hours' there's a REST API to
access the value of a Business Hour flag, or if you know how to create,
set, get Global Data on VXML Server then that's an option but it
requires custom java.

HTH