The following shows an example of how callback-slot functionality might be implemented.
- For each available call slot, an announcement is played to the caller, offering them three options:
- Press 0 to accept
- Press 2 to be offered another day/time
- Press 3 to return to the call queue and continue to wait.If the caller presses 0, an announcement is played, confirming the day and time scheduled for the callback.
If the caller enters an incorrect DTMF key, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and call slots are offered again.
If the caller fails to enter a DTMF key within the DTMF Timeout period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the DTMF key again.
If the caller either continues to enter invalid DTMF keys or repeatedly fails to enter a DTMF key within the timeout period, when the Maximum Retries parameter is reached, an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.If the caller presses 2, they will be offered the next available slot time until either a selection is made or the Maximum Slots To Offer parameter is reached, when an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.
If the caller presses 3, they are returned to the call queue and hold music is played while they continue to wait.
- If a call slot is selected and the caller’s number is available, an announcement is played to the caller, offering them two options:
- Press 1 to be called back on this number
- Press 2 to be called back on a different numberIf the caller presses 1, a thank you and goodbye message is played.
If the caller enters an incorrect DTMF key, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and they are asked to enter the DTMF key again.
If the caller fails to enter a DTMF key within the DTMF Timeout period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the DTMF key again.
- If a call slot is selected and either the caller’s number is not available (the caller CLI is restricted) or the caller presses 2 (requesting to be called back on another number), an announcement is played, prompting them to enter their chosen phone number for the call back (SYSTEM_ANNOUNCEMENT_CALLBACK_REQUEST_PHONE_NUMBER.wav).
If the phone number is entered successfully, a thank you and goodbye message is played.If the caller enters an invalid phone number, an “invalid answer” announcement is played (SYSTEM_ANNOUNCEMENT_SURVEY_INVALID_ANSWER.wav) and they are asked to enter the phone number again.
If the caller fails to enter a phone number within the DTMF Timeout For Phone Number period, a “response not received” announcement is played (SYSTEM_ANNOUNCEMENT_RESPONSE_NOT_RECEIVED.wav) and they are asked to enter the phone number again.
If the caller either continues to enter invalid phone numbers or repeatedly fails to enter a phone number within the timeout period, when the Maximum Retries parameter is reached, an appropriate announcement is played (SYSTEM_ANNOUNCEMENT_MAX_LIMIT_REACHED.wav) and the Next branch is taken either to move the call on to the next node in the call flow or to end the call.