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.
Use the Callback applet to configure queued callbacks. For information about queued callbacks, see Queued callbacks.
Callback Initial Applet
| Field | Options | Description |
|---|---|---|
| Interaction Plan | List of interaction plans | The interaction plan that NewVoiceMedia routes the pending outbound call through. Choose the interaction plan. If you select Return to previous queue, NewVoiceMedia routes the pending outbound call through the last Automatic Call Distributor (ACD) applet that the original voice call entered. |
| Applet | List of available applets on the selected interaction plan | Optional. The applet in the chosen interaction plan that NewVoiceMedia 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. 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—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:
| Field | Options | Description |
|---|---|---|
| Number to Dial or Data Source (only one of these fields will appear) | Text | The number that NewVoiceMedia 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:
You can include one or more data sources. The data sources are placeholders for values collected during the call. NewVoiceMedia 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 |
| Number to Present (if available) | Text | The number that NewVoiceMedia 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:
You can include one or more data sources in Number to Present. The data sources are placeholders for values collected during the call. NewVoiceMedia 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 |
Routing
| Field | Options | Description |
|---|---|---|
| Next Applet | List of available applets | Optional. The applet that NewVoiceMedia routes the original voice call to after the applet sets up the callback. If you specify a next applet, subsequent applets may not complete by the time that NewVoiceMedia initiates the callback. In this situation, the caller might still be connected to the original call when NewVoiceMedia attempts the callback. The callback will fail and NewVoiceMedia 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 will still be successful. |
