When an inbound call arrives in Vonage Contact Center, VCC routes the call through applets as configured in the interaction plan. Using your configuration settings, VCC determines which agent or agents can handle the call and estimates when such an agent will be available.
If the queued callbacks feature is enabled for your account, you can configure your interaction plan to set up a callback to the caller.
Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When an appropriate agent becomes available to handle the call, NewVoiceMedia initiates an outbound call from that agent to the caller. NewVoiceMedia changes the agent's state to Busy Callback.
When the caller hangs up their phone, if NewVoiceMedia has set up a callback, the call is not considered to be abandoned.
By default, NewVoiceMedia makes the callback to the original CLID.
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 both the caller's original waiting time and all skills, agreements, and data sources associated with the call. NewVoiceMedia initiates the callback, therefore, at approximately the same time that the original call would have been answered. NewVoiceMedia routes the call to the same queue as the original call.
Your interaction plan may be configured such that NewVoiceMedia 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 takes these changes into account when routing the callback. Such changes may result in NewVoiceMedia 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.
For information about configuring queued callbacks, see Setting up queued callbacks.