Re-Call Disposition Error – improveit! 360

If your Call Center is located in Canada, be sure the User record has a Locale setting of "English (Canada)"

A Canadian Org setup will have dates formatted as DD/MM/YYYY. When a User in the Call Queue attempts to Complete a Call Disposition, the system is entering the date as formatted for that specific User. If that User's Locale setting is "English (United States)", the date formatting for the User is: MM/DD/YYYY. Because the date formats are different, the system will not accept the date and the Call Disposition will automatically fail.

Changing the User's Locale Setting to match the Organization-Wide Locale Setting will resolve this issue.

The Organization-Wide Locale Setting can be found by navigating to:

Setup > Company Information > Edit

Note the Default Locale of the Organization

Next, check the User's Locale Setting by navigating to:

Setup > Users > choose User > Edit

The Locale Setting of the User needs to match the Organization's Default Locale Setting (regardless of Time Zone):

Fix for this Error in DEV1 package Version: 26.0

Overview of the Issue that is fixed
When a customer is using prompt suppression in the call queue and they are in the "English (Canada)" Locale the dates are not accepted in the modal.

Be sure that the user you are logging in as is assigned the English (Canada) local.

When selecting a campaign to replicate the issue, note the prompt suppressions checkboxes must be 'false' for the disposition you will be selected in the next step.

Issue 1: When you select No Answer in the queue and the Return Call On date is in the future the math is not correct because of the way Canadian dates are displayed.

Issue 2: Accepting the date in the Return Call On the field. If the format in Canadian format it will show "invalid date". We need to accept that format.

Both the above issues are fixed

User Locale can be updated from the User record picklist field Locale

Call Queue and Date formats when User is English (US) Locale

Call Queue and Date formats when User is English (Canada) Locale

Troubleshooting:

If the User's locale is updated from Canada to the United States and still the date format in the Pop-ups are in Canadian format, check the Field Level Security for User Country Field

It should be Visible and Readable to All Profiles available in the Organization

Both the above issues are fixed

Troubleshooting:

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