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Scheduled Callbacks Frequency and Questions

May 18, 2016 10:12 AM PDT
Collin Bourgeois
We have a client with Contact Center 9.
Under Services, they are utilizing the scheduled callbacks option for anyone who enters their customer service queue and the call is missed. The setting is currently set to 8 hours. My understanding from the Admin Guide is that the callback feature will try once every 8 hours. Is this correct?
The admin guide does not address the frequency of call backs (number of callbacks per day per week, in total, etc) and some of their customers are complaining that its calling back way too frequently.
Can someone please elaborate on the scheduled callbacks feature and how it works?
Thank you for your support.
May 18, 2016 12:12 PM PDT
Collin Bourgeois
After asking a coworker who is a ShoreTel genius, I have found the setting in question: On the left navigation pane, select System Parameters, Outbound, General Preferences. Here, you will see the “number of retries” option.

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