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.
Use the Callback applet to configure queued callbacks. For information about queued callbacks, see Queued callbacks.
| Field | Options | Description |
|---|---|---|
| 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. If you specify a callback initial applet, there is no need for the call to previously wait in an ACD. |
| Next Applet | List of available applets | Optional. The applet that the original voice call is routed to after the callback is set up. 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. |
Notes
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 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 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 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), NewVoiceMedia cannot make a callback directly to the caller.