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Excerpt
When NewVoiceMedia routes a call through a Callback applet, the applet sets up an outbound call to the caller. NewVoiceMedia initiates the callback when a suitable agent becomes available. The applet maintains both the caller's original waiting time and all skills associated with the call. NewVoiceMedia initiates the callback, therefore, at approximately the same time that the original call would have been answered. NewVoiceMedia assigns the call to the same agent who would have answered the original call.

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

Callback Routing
FieldOptionsDescription
Callback Initial Applet

List of interaction plans

List of available applets on the selected interaction plan

Optional. The applet that NewVoiceMedia routes the pending outbound call is routed through. The Chose the interaction plan for the applet should be chosen and then the required applet.

If "you select Return to previous queue" is specified, NewVoiceMedia routes the pending outbound call will be routed through the last Automatic Call Distributor (ACD) applet that was entered by the original voice call entered.

note

If you

specify a callback initial

select an applet,

there is no need for

the call does not need 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 NewVoiceMedia initiates the callback. In this situation, the customer might still be connected to the original call when NewVoiceMedia attempts the callback. 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 will still be successful.

the original ACD applet.

Note
titleNotes

The pending outbound call only works with an Automatic Call Distributor (ACD) applet in skills based routing mode. Either the previously entered ACD, or the subsequent interaction

...

plan—if specified in Callback Initial Applet

...

—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 adds a mandatory skill. This may result in the call taking longer to answer if few agents have this skill.

...


Callback RoutingImage Added

Callback Number
FieldOptionsDescription
Data SourceText

The number to which NewVoiceMedia will make the callback. You can use a combination of text and data sources to define the callback number.

Use the following format to specify a placeholder for a data source:

$(DataSource)

Note

You can include one or more data sources in Data Source. The data sources are placeholders for values at run time. NewVoiceMedia replaces the data sources with values before initiating the callback. You must not include any spaces in the Data Source field.

If you do not define a callback number, NewVoiceMedia makes a callback to the CLID. If NewVoiceMedia cannot locate a CLID, the callback

...

fails. If the CLID contains a telephone number other than the caller's telephone number (such as a main switchboard number), NewVoiceMedia cannot make a callback directly to the caller.

For example, "0207$(CallbackNumber)" or "$(AreaCode)$(CallbackNumber)".

Callback NumberImage Added

Routing
FieldOptionsDescription
Next AppletList of available applets

Optional. The applet that NewVoiceMedia routes the original voice call to after the applet sets up the callback.

Note

If you specify a next applet, subsequent applets may not complete by the time that NewVoiceMedia initiates the callback. In this situation, the caller might still be connected to the original call when NewVoiceMedia attempts the callback. The callback will fail and NewVoiceMedia will not attempt a later callback. For this reason, we recommend that you only use the next applet for a short message to let the caller know their callback request has been accepted.

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


RoutingImage Added