88 lines
3.9 KiB
Plaintext
88 lines
3.9 KiB
Plaintext
CALLBACK proces flow 2006-01-05
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This will outline the process I have thought through in my head for a call-back
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process in VICIDIAL. I have received suggestions for methodologies of how many
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people think that call-backs should work and I think I've finally come to a
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conclusion of how I may build it into VICIDIAL that incorporates most of these
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suggestions.
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The Agent Side:
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When an Agent dispositions a call as CALLBK, a popup frame will appear that will
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allow selecting a date from a calendar window(with option to go forward by month
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up to 1 year) and a pull-down list that will show hours(in 30 minute increments
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defaulting to current half hour). After the agent selects a day and time, they
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must check a box to denote that only they should be able to get this Callback.
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If the box is unchecked, anyone will be able to call this lead after it's
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callback_time elapses. The lead will be entered as vicidial_list.status CBHOLD
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in the system and will not be able to be dialed or selected as a dial status in
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the admin screen.
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If the agent checks the box that they will be the only one that can callback the
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lead and it is time to call that lead again(vicidial.php will check at login and
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every 30 minutes to see if there are any agent-specific leads that need to be
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called back by that agent) then when the agent is paused they will be able to
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click on the "CALLBACK" button on the bottom of the screen and select which lead
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that they want to callback. The call will proceed as a normal call and will be
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dispositioned as normal. The callback button will probably be able to flash or
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gently strobe like the astguiclient.php voicemail button does when callbacks are
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available to be called for that logged-in agent.
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If the agent does not check that they are the only ones to be able to call that
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specific lead back, then it will be updated by the AST_VDhopper.pl script once
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it's callback date/time has been reached the status will be changed to CALLBK
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and will be available for calling if that status is selected in the dial
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statuses for the campaign and if the list is active.
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The Admin Side:
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In the admin.php web page will be a callback viewer. Admin users will be able to
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search and sort by campaign, list, user, status and time-range to see summary
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lists of the Callbacks in the vicidial_callbacks table. A new permission field
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for altering callback records will be added to vicidial_users and those with the
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proper permissions will be able to alter various properties of
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vicidial_callbacks records.
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The Server Side:
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The vicidial_callbacks table will look like this:
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CREATE TABLE vicidial_callbacks (
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callback_id INT(9) UNSIGNED AUTO_INCREMENT PRIMARY KEY NOT NULL,
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lead_id INT(9) UNSIGNED,
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list_id INT(8) UNSIGNED,
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campaign_id VARCHAR(8),
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status VARCHAR(10),
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entry_time DATETIME,
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callback_time DATETIME,
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modify_date TIMESTAMP,
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user VARCHAR(20),
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recipient ENUM('USERONLY','ANYONE'),
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comments VARCHAR(255),
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index (lead_id),
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index (status),
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index (callback_time)
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);
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The status field will probably have the following possible values: ACTIVE, LIVE,
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ARCHIVE and all old callback entries will be kept for archival purposes,
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anthough not viewable by the agent.
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The AST_VDhopper.pl script will do a select every minute(before it does it's
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hopper filling run) for callbacks that need to be placed back in CALLBK status.
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Something like this query:
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SELECT lead_id from vicidial_callbacks where callback_time < '2006-01-06
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10:02:03' and status='ACTIVE' and recepient = 'ANYONE';
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AST_VDhopper.pl will then set these leads to vicidial_list.status of CALLBK and
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will change the vicidial_callbacks.status to LIVE. At the time of a hangup of a
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callback call, the vicidial.php script will set the vicidial_callbacks.status to
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ARCHIVE. The leads that designate the recipient as USERONLY will not be altered
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in any way by AST_VDhopper.pl.
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