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How can I enable a caller to hang up their phone but remain, virtually, in a queue?
If you want to enable callers to hang up their phone but remain, virtually, in a queue, configure your interaction plan to use callbacks. Configure your plan to set up a callback when a caller either voluntarily breaks out of a queue or in any other queue-breakout scenario. When a suitable agent becomes available, ContactWorld NewVoiceMedia initiates an outbound call from that agent to the caller.
To configure queued callbacks, perform the following tasks:
Create a Callback applet.
A Callback applet contains just one field, Next Applet. Optionally select the applet that ContactWorld NewVoiceMedia routes the call to after the callback is set up. For information about Callback applets, see Callback applet.
Note If the subsequent applet or applets have not completed by the time ContactWorld NewVoiceMedia initiates the callback, the caller might still be connected to the original call. In this situation the callback will fail. ContactWorld NewVoiceMedia will not attempt a later callback. When ContactWorld NewVoiceMedia routes a call through the Callback applet, the applet sets up an outbound call to the caller. ContactWorld NewVoiceMedia initiates the callback when a suitable agent becomes available.
Configure a breakout in an Automatic Call Distributor (ACD) applet in your interaction plan.
Note The ACD applet must behave as a skills based router, that is, a Universal Contact Distributor (UCD) applet. For information about UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. The breakout must route the call to the Callback applet. For information about UCD applets and configuring breakouts, see Configuring breakouts.
Most simply, you can configure the breakout to route the call directly to the Callback applet. The Callback applet maintains both the caller's position in the queue and all skills associated with the call. ContactWorld NewVoiceMedia initiates the callback, therefore, at approximately the same time that the original call would have been answered. ContactWorld NewVoiceMedia assigns the call to the same agent who would have answered the original call. For an example of this configuration, see Basic queued callbacks example using a voluntary breakout.
Alternatively, you can configure the breakout to route the call to one or more other applets, before the Callback applet. If one or more of the intervening applets change any routing parameters, ContactWorld NewVoiceMedia may initiate the callback earlier or later than the call might have originally been routed to an agent. For example, you could route the call through a Skill Tagger applet that removes skills. Removing skills is likely to increase the chance that an appropriate agent is available to make the callback sooner. For an example of this configuration, see Advanced queued callbacks example using an estimated wait time breakout.
Example interaction plans with queued callbacks
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In this example, when an inbound call arrives in ContactWorldthe NewVoiceMedia platform, the following events take place:
- ContactWorld NewVoiceMedia routes the inbound call through a skill tagger applet (Queued callbacks Skill Tagger). This applet tags the call with French and Spanish skills.
- ContactWorld NewVoiceMedia then routes the call to a UCD applet (Queued callbacks UCD).
The UCD applet has a single voluntary breakout option. - If the caller presses 0 on their telephone keypad, ContactWorld NewVoiceMedia routes the call to a Callback applet (Queued callbacks Callback). ContactWorld NewVoiceMedia sets up a callback for when calls in front of this call in the queue have been routed to agents and when an agent with French and Spanish skills becomes available.
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In this example, when an inbound call arrives in ContactWorldthe NewVoiceMedia platform, the following events take place:
- ContactWorld NewVoiceMedia routes the inbound call through a skill tagger applet (Queued callbacks Skill Tagger). This applet tags the call with French and Spanish skills.
- ContactWorld NewVoiceMedia then routes the call to a UCD applet (Queued callbacks UCD).
The UCD applet has an estimated wait time breakout time of 300 seconds (5 minutes). - If the estimated wait time exceeds 5 minutes, ContactWorld NewVoiceMedia routes the call to the configured breakout applet. The breakout applet is another Skill Tagger applet (Queued callbacks 2nd Skill Tagger). This applet removes all skills. ContactWorld NewVoiceMedia uses the call's new skill requirements to determine which agent or agents can handle the call and the call's new position in the queue.
- ContactWorld NewVoiceMedia routes the call to a Callback applet (Queued callbacks Callback). ContactWorld NewVoiceMedia sets up a callback for when calls in front of them in the UCD queue have been handled and an appropriate agent becomes available.
- ContactWorld NewVoiceMedia routes the call to an announcement appplet (Queued callbacks Announcement). This applet thanks the caller for setting up the callback. This announcement must be complete or the caller must hang up before the callback is initiated, otherwise the callback fails.