When an inbound call arrives in ContactWorld, ContactWorld routes the call through applets as configured in the interaction plan. Using your configuration settings, ContactWorld determines which agent or agents can handle the call and estimates when such an agent will be available.
If the queued callbacks feature is enabled for your account, you can configure your interaction plan to set up a callback to the caller. Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When an appropriate agent becomes available to handle the call, ContactWorld initiates an outbound call from that agent to the caller. ContactWorld changes the agent's state to Busy Callback.
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When the caller hangs up their phone, if ContactWorld has set up a callback, the call is not considered to be abandoned. |
For information about configuring virtual holdqueued callbacks, see Setting up queued callbacks.