Personal Callback List Table

Personal_Callback_List Table

The following table documents all the columns in the personal callback table.


Note

If Outbound Option High Availability is enabled, you must use the Personal_Callback API to insert data into the Personal_Calback_List table.

Table 1. Personal Callback Table Columns

Column Name

Type

Description

PersonalCallbackListID

IDENTITY

Unique identifier for each record in this table. The identity seed value on side A is (1,1) and on side B is (-2147483648, 1)

DialingListID

INT

Cross-references a record that has been moved from the contact_list to this table.

CampaignID

INT

Campaign ID (if the record was originally dialed as part of a campaign).

PeripheralID

INT

Peripheral ID for the peripheral where the agent would be available.

AgentID

INT

Agent to which the call has to be connected.

CampaignDN

VARCHAR

Dialed number (DN) to use (if the original agent is unavailable). Length is 12.

GMTZone

SMALLINT

GMT of the customer number (if NULL, the local GMT zone is assumed). If this value is provided, it must always be a positive value from 0 to 23. Convert all negative GMT values using the following formula: 24 + (negative GMT value). For example, the US eastern time zone is –5, so the value stored in this column is 24 + (-5) = 19.

This column is not currently being used. It is reserved for future use.

Phone

VARCHAR

Phone number to call back. Length is 20.

AccountNumber

VARCHAR

Customer account number. Length is 32.

MaxAttempts

INT

Maximum number of times a call is attempted (decrements at each attempt). An "attempt" is defined as the Outbound Option Dialer’s attempt to reserve the agent and make the customer call. Since the Outbound Option Dialer places multiple customer call attempts (busy, no answer), the actual individual call attempts are not tracked here; only the result at the end of the callback time range.

Note

 
Once this column is set to 0, no more attempts are made.

CallbackDateTime

DATETIME

Time to attempt customer callback is normalized to the logger GMT zone; for example, if the Campaign Manager is in Boston and the customer is in California and wished to be contacted at 3:00 PM, the time in this column would be 6:00 PM.

NULL columns will be allowed for the single agent campaigns

CallStatus

CHAR

Current status of the callback record, such as 'P' for pending or 'C' for closed.

Note

 
New records must be set to 'P.'

CallResult

SMALLINT

Telephony call result (busy, no answer, and so on) or agent reservation attempt result (Agent Rejected Call, Unable to reserve, and so on).

LastName

CHAR

Last name of the customer. Length is 50.

FirstName

CHAR

First name of the customer. Length is 50.

InsertedIntoDBDateTime

DATETIME

The date and time that the personal callback record was inserted into the database.

Note

 
The Campaign Manager sets this value when an agent schedules a personal callback. Customers, partners, or 3rd-party applications that insert new records into this table must populate the InsertedIntoDBDateTime column with the current date and time.

SentToDialerDateTime

DATETIME

The date and time that the personal callback record was sent to the dialer and inserted into the dialer cache for processing.

Note

 
This date and time is set by the Campaign Manager. Do not modify this value.