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Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When the caller hangs up their phone, NewVoiceMedia Vonage Contact Center does not count the call as abandoned. When an appropriate agent becomes available to handle the call, NewVoiceMedia Vonage Contact Center initiates an outbound call from that agent to the caller. NewVoiceMedia Vonage Contact Center changes the agent's state to Busy Callback.
By default, NewVoiceMedia Vonage Contact Center makes the callback to the original CLID.
Alternatively, you can configure your interaction plan to overwrite the callback number. For example, you might request that the caller provides an alternative number and use that for the callback. For information about overwriting the callback number, see Setting up queued callbacks.
By default, NewVoiceMedia maintains Vonage Contact Center maintains both the caller's original waiting time and all skills, agreements, and data sources associated with the call. NewVoiceMedia Vonage Contact Center initiates the callback, therefore, at approximately the same time that the original call would have been answered. NewVoiceMedia Vonage Contact Center routes the call to the same queue as the original call.
Alternatively, you can also configure your interaction plan such that NewVoiceMedia Vonage Contact Center routes the original call or the callback call through applets that change information associated with the call—skills, data sources, and so on. In such an interaction plan, NewVoiceMedia Vonage Contact Center takes these changes into account when routing the callback. Such changes may result in NewVoiceMedia Vonage Contact Center initiating the callback earlier or later than the original call would have been answered. For information about using a callback initial applet to change associated skills, and so on, see Setting up queued callbacks.
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If the agent doesn't answer the callback, the callback automatically returns to the queue. If the agent does answer the callback, but the callback doesn't reach the provided callback number (the number is engaged or the call connects to voicemail, for example), the callback is not re-queued. This behavior avoids the callback being retried infinitely—if the callback number provided is incorrect, for example. |
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If a caller calls VCC before their existing callback is complete, they can request another callback. If they request the callback using the same Callback applet as before, the applet will not create another callback. |
For information about configuring queued callbacks, see Setting up queued callbacks.
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To report on queued callbacks, you can use Dashboards; the latest latest Advanced Reporting and Statistics package in Salesforce, which uses the new Insights Stats API; or the Insights Stats API.
Queued callbacks are not supported in Real Time , Stats and Reports, or Work Force Management (WFM) integrations with the Stats or V0 Stats API.
If you use Conversation Analyzer, you cannot currently use the queued callbacks feature if you want to report on queued callbacks. Conversation Analyzer does not yet fully support the new Stats API which is required when reporting on queued callbacks.
Queued callbacks and Dashboards
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For information about filtering or grouping data by media type in your widget to show queued callbacks, see Configuring a widget in a Real-time Analytics dashboard for queued callbacks.
Queued callbacks and Advanced Reporting and Statistics
If you use the latest Advanced Reporting and Statistics package in Salesforce, which uses the new Insights Stats API, you can search and view queued callback activity. You can connect the callback with the original inbound call, and the subsequent outbound call. For information about using Advanced Reporting and Statistics in Salesforce, see Advanced Reporting and Statistics in Salesforce.
Queued callbacks and Insights Stats API
If you use the Stats InsightsStats API to track NewVoiceMedia Vonage Contact Center activity, you can use an interaction's conversationGuid parameter to connect the original inbound call, the callback, and the outbound call. For information about using the Insights Stats API, see NewVoiceMedia Developer PortalVonage Contact Center Developer Portal.
Queued callbacks and Vonage for Service Cloud Voice (SCV)
Queued callback functionality is available for agents using Vonage for SCV. For information about queue callbacks in SCV, see Queued callbacks in Vonage Premier for Service Cloud Voice.