Set Outbound Outcomes and Callbacks within a Script
Outbound campaigns show two screens in the agent desktop that are not part of the script. A preview screen where the contact's details are shown initially prior to the agent dialling, and an outcome page at the end of the script run where an outcome or callback can be set, or the call rescheduled. This is shown below:
This final screen can be bypassed by setting the items the agent would set at this point in the script, from within the script using the following variables:
There is a set of variables that can be used to replicate the functionality of the final screen. For a full list of system variable, see System Variable List
Variable Name
Description
var_obHandleOutcomeInScript
Setting this variable is to "yes" is fundamental to handling the outcome in script rather than going via the post-call outcome page as illustrated above. Note that this MUST BE THE FIRST VARIABLE in your calculate field/control when setting the following:
var_obCallComplete
Set this to 'yes' or 'no' to indicate whether or not you need to make more calls to this record.
var_obComments
Add any comments to this variable to add it to the record
var_obOutcome
Set the call outcome
var_obRescheduleType
If the call is not complete, set this to "callback", "reschedule" or "bottom".:
callback: it will use one of the callbacks defined for the campaign. Choose which callback to use by entering its name in var_obRescheduleTime.
reschedule: set the date and time to call back in var_obRescheduleTime. Also set the agent to reschedule to by assigning the agent ID (or 0 for all agents) to var_obRescheduleTo.
bottom: the call will be put to the bottom of the list.
var_obPriority
Set this to a numeric value to update the priority of the record, leave blank to leave it unchanged. Note – if you put the record to the bottom of the list, this variable will be ignored.
var_obRescheduleTime
This needs to be populated and is case sensitive. It needs to match the outcome set in outbound manager.
var_obRescheduleTo
This is the agent that you are rescheduling the record to.
There are a number of ways in which you can finish the call. The simplest is shown below.
Add a calculate field to your wrap page.
Set the variable content accordingly
Another option is to create a separate "outcome" page for each required outcome and set the variables on that page, as above. Put a button on the page, linking to the end page and set it to AutoClick. The call can then be ended, rescheduled or completed using a button on any preceding page in your script which links to the "outcome page".
