Callback applet
Overview
When Vonage Contact Center (VCC) routes a call through a Callback applet, the applet sets up an outbound call to the caller. VCC initiates the callback when a suitable agent becomes available.
Use the Callback applet to configure queued callbacks for voice (Default plan) and digital (Message plan) interactions. You can configure:
The interaction plan and the queue the callback is routed through.
The number to dial and present when calling the customer back.
For information about queued callbacks, see Queued callbacks.
Prerequisites
Prerequisite | Description |
|---|---|
Interaction plans saved in Interaction Architect | Both the initial and callback interaction plans must be saved in the Interaction Architect. |
Callback interaction plan type | The interaction plan that handles the outbound callback must be of type Default. Other plan types are not supported. |
Limitations
Limitation | Applies to | Description |
|---|---|---|
Return to previous queue unavailable for Message plan types | Message plan types | The Return to previous queue option is not available when configuring the Callback applet on a Message plan. Instead, you must select a specific interaction plan for the callback. |
Unsupported applets in the callback interaction plan | When configuring the Callback applet on a Message plan, the callback interaction plan must not contain the following applets:
If the callback interaction plan contains any of these applets, the callback will fail. This limitation does not apply to voice calls. |
Settings
Callback Initial Applet
Field | Options | Description |
|---|---|---|
Interaction Plan | List of interaction plans | The interaction plan that Vonage Contact Center routes the pending outbound call through. Choose the interaction plan. If you select Return to previous queue, the callback is routed through the last ACD applet that the original call entered. Not available for Message plan types. |
Applet | List of available applets on the selected interaction plan | Optional. The applet in the selected interaction plan to which the callback is routed. If selected, the callback does not need to wait at the start of the queue. The selected applet must be an ACD applet in skills-based routing mode. |
Callback Numbers
The Callback Numbers section contains either one (Data Source) or two (Number to Dial and Number to Present) fields.
Field | Options | Description | Example value |
|---|---|---|---|
Number to Dial or Data Source | Text | The number VCC calls when initiating the callback. You can use a combination of fixed text and data sources. Format: Mandatory for Message plan types. For more information, see Setting up queued callbacks. |
|
Number to Present (if available) | Text | Optional. The number presented to the customer when VCC calls them. You can use a combination of fixed text and data sources. Format: For more information, see Setting up queued callbacks. |
Routing
Field | Options | Description |
|---|---|---|
Next applet | List of available applets | Optional. The applet the original interaction is routed to after the callback is set up. The applet selected should only announce a brief confirmation message. If subsequent applets have not completed by the time the callback is initiated, the callback will fail and will not be retried. |
Next applet if callback already requested | List of available applets | Optional. The applet the interaction is routed to if the same Callback applet is reached a second time. |
Next applet on failure | List of available applets | Optional. The applet the interaction is routed to if the callback fails to set up. Failure examples:
|