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Excerpt
When ContactWorld NewVoiceMedia routes a call through a Callback applet, the applet sets up an outbound call to the caller. ContactWorld NewVoiceMedia initiates the callback when a suitable agent becomes available. The applet maintains both the caller's position in the queue original waiting time 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.

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Use the Callback applet to configure queued callbacks. For information about queued callbacks, see Queued callbacks.

FieldOptionsDescription
Callback Initial Applet

List of interaction plans

List of available applets on the selected interaction plan

Optional. The applet that the pending outbound call is routed through. The interaction plan for the applet should be chosen and then the required applet. If "Return to previous queue" is specified, the pending outbound call will be routed through the last ACD applet that was entered by the original voice call.

Note

If you specify a callback initial applet, there is no need for the call to previously wait in an ACD.


Next AppletList of available applets

Optional. The applet that the original voice call is routed to after the callback is set up.

Note

If you specify a next applet, subsequent applets may not complete by the time that ContactWorld NewVoiceMedia initiates the callback. In this situation, the customer might still be connected to the original call when ContactWorld NewVoiceMedia attempts the callback. ContactWorld NewVoiceMedia will not attempt a later callback. It is recommended to keep any message brief.

If the customer hangs up before subsequent applets have completed, the callback should will still be successful.



Note
titleNotes

The Callback applet pending outbound call only works with an Automatic Call Distributor (ACD) applet in skills based routing mode—the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills based router. You must configure a voluntary breakout which enables the caller to route their call to the Callback applet.If you route the call through applets between the UCD applet and the Callback applet and change any routing parameters, ContactWorld may initiate the callback earlier or later than the call might have originally been routed to an agentmode. Either the previously entered ACD, or the subsequent interaction plan entered by the Callback Initial Applet, if specified, must result in routing to such an applet.

If any applets, such as the Skill Tagger are run, either between the original ACD and the Callback applet, or between the Callback Initial Applet and the final ACD, these changes will be taken into account by the routing and this may result in initiating the callback earlier or later. 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 answer the call sooner than originally. adds a mandatory skill. This may result in the call taking longer to answer if few agents have this skill.

The Callback applet relies on the caller having a valid caller line identity (CLID). If ContactWorld NewVoiceMedia cannot locate a CLID, the callback does not succeed. If the CLID contains a telephone number other than the caller's telephone number (such as a main switchboard number), ContactWorld NewVoiceMedia cannot make a callback directly to the caller.