Web Call Back calls are not handled and being rescheduled in SAP Contact Center (BCM)

[former_member650538]

Hello.

Until recently, we have been using SAP CCtr 7.0.13.
We have set up web callback service, callback queue, without an attached callback script. And everything worked well. When it was a callback created, the agent processed it, if he did not get through (busy, noanswer), the processing ended, since the "maximum number of calls" parameter was set to 1.

Then, we updated the software version to 7.0.16.
Now, regardless of the result of the call, it repeats, until I remove it from the list of calls in the interface http://<Virtual Unit>/ChatAs/CallBackList.aspx

The call is repeated exactly one hour later, since the "Handling Timeout" parameter is 60 minutes.

If I, however, specify a callback script in the queue settings, and the agent manually selects the result of the call in the CDT and saves it, then there are no problems - the processing of such a call ends.

But, it is inconvenient for agents to do it by hand. I would like the system to automatically classify the call itself, as for example it does with outbound campaigns.

I found this note https://launchpad.support.sap.com/#/notes/2467108.
It says that a callback script is mandatory in the callback queue.
Is it really true, or is there a way to handle callbacks without a script, or with automatic completion of the call result?

I also found another note https://launchpad.support.sap.com/#/notes/2257534. But the solution described in it does not work, since the script still has to be filled in.

Regards, Alexey.

[former_member158363 · Accepted solution]

Hi Alexey,

We were in a same situation, simple answer is no, within standard solution you have to either fill CB script in CDT or handle callback via Communication Panel and handle the request there.

With non-standard solution, there are possibilities to fix this situation.

Background: as of FP15, it is no more mandatory to maintain CB script on callback queues. This is described in Release Notes, in chapter 3.4.8 Callback Support in Communication Panel:

It is now possible to receive and handle callback requests in Communication Panel. Scripts are not used (as in CDT) but a new Callback right is required to enable agents to handle callback requests. The callback request starts a call and for the agent a specific view opens that enables selecting the call result, changing the calling number, and adding a comment.
Note
Callback script is not used with Communication Panel, take this into account when configuring the callback function. If both CDT and Communication Panel are used in your system, we recommend having separate callback queues for them.

This indirectly says: if you use CDT, you still have to use CB script.

So the options are:

1) Modify CDT with some JavaScript - locate page where CBscript is rendered and make automatic filling and submitting of the rendered form.

2) Write a Python System Customizer, which will hook on ending of call and pretend sucesfull call. This is quite dangerous and if you don't have experience with this technique, better don't even try... :-).

After lot of research, we went with option (2) - according to tests by our customers it looks OK but we are just before production upgrade.. 🙂

Not much help here, sorry, but maybe it is a good point for customer influence - apparently, our customers are not the only one facing this problem.

Best regards,

Dawood

[former_member650538 · Accepted solution]

Thank you so much Dawood, your explanation helped a lot.