How to Configure Queued Callback
With The QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. the customer can leave their number and disconnect the call but remain in queue. As soon as it is their turn in queue, an Agent with the appropriate Skill will be hunted. Once the Agent answered he will hear a dial tone and the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. calls the Customer.
If the Customer declines the Call, the Call will be retried through scheduling a regular CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours.. This regular Callback will not keep the queue position.
If the call goes to Voicemail, or if the Agent wants to retry the Call for another reason, the Agent can press the "*" (Star) key to retry the Call through scheduling a regular Callback.
Prerequisites
Configuration prerequisites
QueuedCallBack rely on the Callback mechanisms configured and running, see: How to configure CallBacks
Callbacks rely on the CampaignDialer configured and running, see: Installing Campaign Dialer
How to Configure QueuedCallback
QueuedCallback is built on top of regular Callback, so make sure regular Callback is configured:
- Configure regular callback, learn more.
- Go to the Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions list on SharePoint
- Add or change any item with the action dropdown menu option QueuedCallBack
Note
The QueuedCallback action is available as a selectable dropdown in the following IVRQuestions items:
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Welcome Message
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Message Closed
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Message Overflow
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Any Question (created in Queue : 2 - Question Queue)
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Message Busy