When ContactWorld routes a call through a Callback applet, the applet sets up an outbound call to the caller. ContactWorld initiates the callback when a suitable agent becomes available. The applet maintains both the caller's position in the queue and all skills associated with the call. ContactWorld initiates the callback, therefore, at approximately the same time that the original call would have been answered. ContactWorld assigns the call to the same agent who would have answered the original call.
Use the Callback applet to configure virtual hold. For information about virtual hold, see Queued callbacks.
| Field | Options | Description |
|---|---|---|
| Next Applet | List of available applets | Optional. The applet that the 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 ContactWorld initiates the callback. In this situation, the customer might still be connected to the original call when ContactWorld attempts the callback. ContactWorld will not attempt a later callback. If the customer hangs up before subsequent applets have completed, the callback should be successful. |
Notes
The Callback applet only works with an Automatic Call Distributor (ACD) applet in skills based routing mode—the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills based router. You must configure a voluntary breakout which enables the caller to route their call to the Callback applet.
If you route the call through applets between the UCD applet and the Callback applet and change any routing parameters, ContactWorld may initiate the callback earlier or later than the call might have originally been routed to an agent. For example, you could route the call through a Skill Tagger applet that removes skills. Removing skills is likely to increase the chance that an appropriate agent is available to answer the call sooner than originally.
The Callback applet relies on the caller having a valid caller line identity (CLID). If ContactWorld 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), ContactWorld cannot make a callback directly to the caller.