You can edit the end time of a callback if the callback is in Active Attached to Job, Expired, Contact Excluded, Waiting For Job, or Manually Cancelled state.
The Edit Callback page displays the date format as per the locale time of the web browser.
Date format used by the system in a Callback Manager audit log and while creating or scheduling a callback is Year/month/day Hour:minute:second(YYYY/MM/dd HH:mm:ss).
Name |
Description |
Callback Type |
Select the type of callback. |
Agent ID |
Select the Agent ID of the callback. |
Start Time |
Select the new start date and time for the callback. Select time in hh:mm:ss format. |
Is Callback Never Expiring? |
Specify whether the callback record expires after the specified end time. The following are the options:
|
End Time |
Select the new expiry date and time for the callback. Select time in hh:mm:ss format. The End Time field is unavailable if you select Yes in the Is Callback Never Expiring? field. |
Next Attempt After |
Select the date on which you want to make the next callback attempt. Select the time, in hh:mm:ss format, at which you want to make the next callback attempt. Next attempt time must be greater than the previous Next attempt after time and at least 5 minutes after the current system time. |
TimeZone |
Click the time zone for the callback record. |
Save |
Click to save the changes. |
Note:
If the callback is created by the agent, the Edit Callback page displays the timezone value as per the timezone of the web browser unless the user edits the value in the TimeZone field.
For example, if the timezone of the browser is Asia/Kolkata which is GMT+05:30, there is a single value for GMT+05:30 in the TimeZone dropdown list. So the TimeZone field will show the same timezone.
But if the timezone of the browser is Asia/Nairobi, which is GMT+03:00, there are multiple values for GMT+03:00 in the TimeZone dropdown list. So the TimeZone field will show the last timezone mapped to GMT+03:00.
If the callback is created by the agent, and if the timezone of the web browser runs on DST, the Edit Callback page displays the timezone value considering the DST changes unless the user edits the value in the TimeZone field.
For example, if the timezone of the browser is Europe/Athens which is usually GMT+02:00, however if Europe/Athens is currently on DST, the value of the timezone will change to GMT+03:00. So the TimeZone field will show a timezone with (+03:00) and not with (+02:00).
If the callback is created by the agent and on the Edit Callback page if the value of the TimeZone field is in GMT+x format (which is the browser timezone), then the value visible in the TimeZone field will be the last GMT+x value from the drop-down list.
