The callback system in XivoCC aims at performing outgoing calls to specific numbers, to which some information can be associated such as a description ar a personal name.
The core object of the callback system is the callback request. A callback request is made of the following fields:
- First name of person to call
- Last name
- Phone number
- Mobile phone number
- Company name
- Due date
Each callback request is associated to a predefined callback period, which represents the preferred interval of the day in which the call should be performed.
A callback request cannot exist on its own: it must be stored in a callback list, which is itself associated to a queue.
Once a callback request has been performed, it generates a callback ticket. This ticket sums up the original information of the callback request, but adding some new fields:
- Start date: date at which the callback request was actually performed
- Last update: date of the last modification of the ticket
- Status : the result of the callback
- Agent: the Call Center agent who performed the callback
A callback list is an object which will contain callback request. It is associated to a queue, and several callback lists can be associated to the same queue.
Once created, a list can be populated whether through the Callbacks tab of the CCManager, or programmatically through the web services of the configuration server.
A callback period represents an interval of the day, bounded by a start date and an end date. It can be set as the default interval, so that a newly created callback request will be associated to this period if none is specified.