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Excerpt
When ContactWorld Vonage Contact Center routes a call through a Callback applet, the applet sets up an outbound call to the caller. ContactWorld Vonage Contact Center initiates the callback when a suitable agent becomes available.

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

Callback Initial Applet

FieldOptionsDescription
Interaction Plan

List of interaction plans

The

...

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

interaction plan that Vonage Contact Center routes the pending outbound call through. Choose the interaction plan.

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

AppletList of available applets on the selected interaction plan

Optional. The applet in the chosen interaction plan that Vonage Contact Center routes the pending outbound call through. Choose the required applet.

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.


Callback Numbers

The Callback Numbers section of the Callback applet contains either one (Data Source) or two (Number to Dial and Number to Present) fields:

FieldOptionsDescription
Number to Dial or Data Source (only one of these fields will appear)Text

The number that Vonage Contact Center will make the callback to. You can use a combination of text and data sources to define the number to dial.

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

$(DataSource)

Note

You can include one or more data sources. The data sources are placeholders for values collected during the call. Vonage Contact Center replaces the data sources with values before initiating the callback. You must not include any spaces in the field.

For more information about configuring the field, see Setting up queued callbacks.

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

Number to Present (if available)Text

The number that Vonage Contact Center will present to the recipient of the outbound (callback) call. If available, you can use a combination of text and data sources to define the number to present.

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

$(DataSource)

Note

You can include one or more data sources in Number to Present. The data sources are placeholders for values collected during the call. Vonage Contact Center replaces the data sources with values before initiating the callback. You must not include any spaces in the Number to Present field.

For more information about configuring Number to Present, see Setting up queued callbacks.

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

Routing

FieldOptionsDescription
Next AppletList of available applets

Optional. The applet that Vonage Contact Center routes the original voice call is routed to after the callback is set upapplet sets up the callback.

Note

If you specify a next applet, subsequent applets may not complete by the time that ContactWorld Vonage Contact Center initiates the callback. In this situation, the customer caller might still be connected to the original call when ContactWorld Vonage Contact Center attempts the callback. ContactWorld The callback will fail and Vonage Contact Center 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 should be successful.

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titleNotes

The Callback applet 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 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 answer the call sooner than originally. 

...

will still be successful.