Call slots are periods that contain a fixed number of time slots that callers can choose from to request a call back instead of waiting in a queue. A call slot is made up of time slots. For each time slot, the caller can select a DTMF key to do one of the following:
- Choose that particular time slot
- Repeat the announcement for the current time slot
- Decline that time slot and be presented with the next available one.
Callers are only given the option to book a call slot if time slots are available within the next six days. If time slots are available, they are offered to the caller one by one, beginning with the next available time slot.
Offering call slots #
Call slots are offered until the caller selects a time slot that suits them. If the caller rejects the slots the next available one will be offered until all days (up to 7 days) have been offered then rejected or a limit on the number of slots to offer is reached. If the caller does not select a slot, no callback is scheduled.
After choosing a time slot, the caller can also provide a phone number on which to receive the callback. This might be used if the caller withheld their CLI or the number they called on is blacklisted.
When all of the available time slots in the call slot are full, the option to receive callbacks is no longer offered to callers.
Limiting call slots #
Company administrators can configure a limit for the total number of callbacks that are permitted in each time slot. This allows administrators to control how many callbacks can happen and when. For example, only a few callbacks might be allowed at busy times, but more slots might be allocated at quieter times. Call slots might be used for a calls campaign, with a set number of calls to be handled in each time slot.
Roles and profiles #
Profiles are supported within companies. Each company administrator can assign a Call Slots profile to a user login to define which call slots are used in the company the user can see. The call slots profile may permit the user to see all of the company’s call slots or only some of them.
Roles can also be assigned to user logins. Each role can have a Call Slots privilege associated with it that permits or prohibits access to the list of call slots used by Contact.
Note: Call slots are a licensable feature of the system.