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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.

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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 through. Chose Choose the interaction plan and then the required applet.

If you select Return to previous queue, NewVoiceMedia routes the pending outbound call through the last Automatic Call Distributor (ACD) applet that the original voice call entered.

If you select an applet, the call does not need to wait in 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.


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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)".

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