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Horizon Contact Admin Help
Release Notes
Horizon Contact Admin Help

Administrator Portal and Setup

  • Quick Setup Guide
  • Setup Guides and Templates
  • Privileges summary
  • Administrator Portal Overview
  • Full Setup Guide
    • Setup 1: Setting up agents
    • Setup 2: Preparing assets
    • Setup 3: Assigning user groups
    • Setup 4: Creating queues
    • Setup 5: Multiple groups
    • Setup 6: Queue Numbers
    • Setup 7: Adding audio files
    • Setup 8: Customising queue recordings
    • Setup 9: Customising agent recordings
    • Setup 10: Queue KPIs
    • Setup 11: Advanced setup
    • Setup 12: Queue Announcements
    • Setup 13: Callback setup
    • Setup 14: Customising time ranges
  • Administrator Information
    • What I can see on my screen after I log in
    • Change password
    • Change Language
    • Searching a list
    • Searching a dropdown list of items

Staff Management

  • Status data report
  • Users
    • Call Recording
    • Resetting user passwords
    • Modifying an existing user account
    • Configuring recording for a user account
    • Chat recording
    • Viewing agent contact details
    • Setting the IVR PIN
    • Viewing agent capability
  • Groups
    • User groups
    • Creating and adding a user group
    • Editing or deleting a user group
    • Copying a user group
  • Roles
    • Roles, privileges and profiles
    • Best practice when creating different versions of a role
    • Managing roles
    • Assigning and Customising Roles and Privileges
  • Break Reasons
    • Managing break reasons
    • Break reasons overview
  • Holiday Lists
    • Create a holiday list
    • Manage Holiday Lists
  • Time Ranges
    • Managing time ranges
    • Creating and adding a time range
    • Defining rules for a relative time range
    • Defining rules for an absolute time range
    • Editing or deleting a time range
    • Copying a time range
  • External Destinations
    • Managing external destinations
    • External destinations

Calls Management

  • Simultaneous ringing overview
  • Scheduling a call
  • Direct calls overview
  • Call data reports
  • Call Flows
    • Call routing flows
    • Modify user-configurable parameters for call flows
    • Call Flow Tutorial
    • Setting up an auto attendant for BC/DR Treatments
    • Call Flow Templates
      • Call Flow Tips and Tricks
      • Call Flow Templates
      • Call Flow Template 1
      • Call Flow Template 2
      • Call Flow Template 3
      • Call Flow Template 4
  • Service Numbers
    • Managing service numbers
    • Update a service numbers call flow or user-configurable parameters
    • Update an existing service number
  • Campaigns
    • Viewing campaign progress
    • Importing lists of campaign numbers
    • Create an outbound campaign
    • Managing outbound campaigns
    • Managing campaign numbers
    • How do campaigns work?
  • Queues
    • Call queue introduction
    • Create a call queue
    • Managing call queues
    • Assigning agent groups to a call queue
    • Configuring agent outbound dialling
    • Configuring wrapup settings
    • Adding queue audio
    • Managing in-queue audio
    • Defining when in-queue announcements are played
    • Configuring opt in/out options for caller recording
    • Customising agent call recording buttons
    • Configuring call recording for queues
    • Defining call-queue KPIs
    • Configuring advanced settings for a call queue
    • Configuring callbacks for a queue
    • Configuring callback slots for a queue
  • Playbooks
    • Managing play books
  • Audio Files
    • Managing audio files
    • System audio files
    • Adding audio announcements
    • Text-to-speech overview
    • Uploading Audio Files
    • Generate text-to-speech audio
  • Area Codes
    • Create an area-code group
    • Managing an area-code group
    • Importing and exporting area-code numbers
  • Number Lists
    • Managing number lists
    • Importing number lists
  • Global Variables
    • Managing global variables
  • Surveys
    • Managing after-call surveys
    • How after-call surveys are handled
    • Configuring survey parameters
  • Call Slots
    • Managing call slots
    • Callback slot announcements
    • What are call slots?
    • What are callbacks?

Flow Management

  • Introduction to Routing Flows and the Flow Editor
  • Benefits of Routing flows
  • Managing Routing Flows
    • Introduction to Node types
    • Node Parameter Values
    • Create and publish a new routing flow
    • Making nodes available from the Node Type library
    • Configuring nodes in a routing flow
    • Configuring variables in a routing flow
    • Adding user-configurable values
    • User-configurable parameter options
    • Additional flow editor functionality
    • Managing existing routing flows
    • Importing or Exporting a routing flow
    • Routing Flow Templates
  • Standard Node Types
    • Call delivery and routing node types
    • Caller interaction node types
    • Branching node types
    • Outdial node types
    • Queue node types
    • Email node types
    • Work-item node types
    • Company configuration node types
    • External destination node types
    • HTTP node types
    • Integrated PBX node types
    • Webchat node types
    • Miscellaneous node types

Webchat Management

  • Webchat overview
  • How the web-client interface works
  • Managing Webchat services
  • Webchat data reports
  • Classifying a webchat
  • Webchat Queues
    • Configuring advanced settings for a chat queue
    • Creating and managing a webchat queue
    • Defining chat-queue KPIs
    • Defining when in-queue announcements are displayed
    • Webchat queues overview
    • Assigning agent assets to a webchat queue
  • Webchat Flows
    • Managing Webchat flows
    • Modify user-configurable parameters for Webchat flows
    • Webchat flow templates
      • Chat flow templates
      • Chat Flow Template 1
      • Chat Flow Template 2
      • Chat Flow Template 3
      • Chat Flow Template 4

Email Management

  • Email overview
  • Email data reports
  • Supporting a shared email address
  • Settings required for adhoc outbound email
  • Classifying an email
  • Email Servers
    • Email Server recommended settings
    • Email Server Setup Guide
    • Viewing the default system email server
    • Viewing the email servers’ status
    • How email servers and authentication work
    • Managing email servers
    • Email Server Setup Guide
      • Email 1: Setting up users for email
      • Email 2: Setting up groups for email
      • Email 3: Creating text blocks for email
      • Email 4: Preparing assets for email
      • Email 5: Creating email classifications
      • Email 6: Creating email queues
      • Email 8: Email server settings
      • Email 7: Email Flow Templates
  • Email Flows
    • Managing email flows
    • Modify user-configurable parameters for email flows
    • Email Flow Templates
      • Email Flow Template 1
      • Email Flow Template 2
      • Email Flow Template 3
  • Email Queues
    • Email queues overview
    • Creating and managing an email queue
    • Defining email-queue KPIs
    • Configuring advanced settings for an email queue
    • Assigning agent assets to an email queue

SMS Management

  • SMS overview
  • Configuring SMS Templates
  • Configuring SMS From Addresses
  • Create an SMS queue
  • Configuring automated SMS
  • Managing SMS queues
  • Outbound SMS data reports

Safe-Pay Management

  • Safe-Pay data reports
  • The cardholder’s view
  • How Safe-Pay works
  • Merchant Configuration
  • Configure Payment Queues
  • PSP Configuration
  • PSP – Link Delivery
  • Editing or deleting a payment queue
  • Configuring Safe-Pay
  • PSP – Additional Parameters
  • PSP – Advanced Limits
  • PSP – Digital Wallets for Stripe PSP Configuration

Agent Assets Management

  • Agent scripts overview
  • Configuring agent scripts
  • Configuring agent script sections
  • Configuring text blocks
  • Managing text blocks
  • Managing attachments

Data Management

  • Reports Management
    • Reports overview
    • Loading or creating a report
    • Scheduling report generation
    • Generating and exporting a contact report
    • Managing contact reports
    • Scheduling contact report generation
    • Agent scripts data
    • Offline Reporting
      • Managing offline reporting destinations
      • The offline reporting datastore
      • Offline reporting events
      • Agent call event fields
      • Agent status event fields
      • Call queue event fields
      • Contact call event fields
      • Missed call event fields
  • Report Types
    • Call data reports
      • Callers report
      • Call flow report
      • Calls report
      • Call transfers report
      • External destination report
      • IVR report
      • Queue transfers report
      • Scheduled calls report
      • Service-number report
      • Call Classifications report
      • Voicemail report
      • Unreturned missed calls report
      • Queues – Abandoned Calls Report
      • Queues – Service Level Report
      • Call trace reports
      • Dropped calls report
      • Queue report
      • Agent report
    • Status data reports
      • Break reasons report
      • Working hours report
    • Diagnostic reports
      • Activity audit report statistics
      • Status change report
    • Email data reports
      • Email agent report
      • Email flow report
      • Email queue report
      • Email classifications report
      • Inbound emails report
      • Outbound email agent report
      • Outbound email recipient report
      • Outbound email template report
    • Webchat data reports
      • Webchat agent report
      • Webchat flow report
      • Webchat queue report
    • Outbound SMS data reports
      • Outbound SMS agent report
      • Outbound-SMS recipient report
      • Outbound SMS template report
    • Safe-Pay data reports
      • Safe-Pay agent report
      • Safe-Pay payments report
  • Wallboards
    • Managing wallboards
    • Customising a wallboard
    • Wallboards overview
    • Filtering the Agents Overview widget
    • Filtering wallboard widgets
    • Filtering the call queues for Company Summary widgets
  • Classifications
    • Managing classifications
    • Classifications Overview

Customer-related tasks

  • CRM overview
  • Creating a new contact record
  • View a customer’s contact record
  • Modifying a customer’s details
  • Deleting webchat conversations from customer contact records
  • Importing customer details
  • Exporting customer details
  • Configuring custom fields and tags
  • Assigning tags to a customer record
  • Managing columns

CRM Integration

  • Contact CRM Integration Developer Guide
  • Salesforce Integration
    • Salesforce Integration overview
    • Salesforce Integration procedure
  • Zendesk Integration
    • Zendesk Integration Overview
    • Installing Contact in Zendesk
    • Contact Zendesk Integration
    • Using Contact with Zendesk
  • Care Connect Integration
    • Using Care Connect
    • Contact Care Connect
  • ConConnect Integration
    • Introduction to ConConnect
    • Configuring ConConnect
    • Install ConConnect
  • Microsoft Dynamics Integration
    • Microsoft Dynamics Integration overview
    • Microsoft Dynamics Integration procedure

System Management

  • Configuring system assets
  • Managing system themes
  • Managing media files
  • Displaying the online help
  • Microsoft Edge Integration
  • Configuring ODS codes for automated NHSE reporting
  • Configuring agents’ unavailability
  • Configuring what agents can view on their web portal
  • Configuring email editor options
  • Channel blending
  • Configuring system channels
  • Changing the blending formula of channels
  • Changing the importance weighting of a channel queue
  • Changing Agent Capacities
  • Configuring an SFTP destination
  • Managing reporting destinations
  • Diagnostics data reports
  • Home
  • Docs
  • Calls Management
  • Queues
  • Configuring callback slots for a queue
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Configuring callback slots for a queue

Administrators can establish call slots, each consisting of a set number of available time slots. When callback slots are activated, individuals opting for a callback are presented with a list of potential time slots. They can then choose a suitable time for the callback from the provided options.

Note: To create a call queue you need to configure Call Slots, Call Slot Audio to Caller and the Call Slot DTMF Key.

Enable callback slots #

Before configuring callback slots for a queue you need to have already configured the call slots. For more information on this please refer to the Managing Call Slots article.

  1. In the menu bar click Call Handling > Queues to see a list of Queues
  2. Select (or add) the appropriate call queue
  3. Click the Callbacks tab
  4. Tick the Allow Call Slots checkbox
  5. To specify that a callback slot is offered only when the caller’s position in the queue is greater than a specific number:
    • Tick the checkbox
    • Select the position from the dropdown list
  6. To specify that a callback slot is offered to a caller only when the waiting time in the queue is greater than a specific number:
    • Tick the checkbox
    • Select the number of seconds from the dropdown list
  7. Select a mandatory callback period from the Call Slots dropdown list
    • The call slot must have already been configured
  8. To specify that the system audio is played before the Call Slot Audio To Caller, tick the Play System Audio checkbox
    • By default, the system audio is played first
  9. Select the mandatory callback-slot option message to play to the caller from the Call Slot Audio To Caller dropdown list
    • This announcement should specify the DTMF key that the caller must enter to hear call slots. For example: “Press 7 to hear a list of times when you can be called back.”
  10. Specify the mandatory Call Slot DTMF Key that the caller must enter to hear a list of available callback timeslots. Enter a key in the range 1 to 9, or # or *
    • This must be the same as the DTMF key specified in the announcement. In our example, this is 7.
    • If the caller presses this key and call slots are configured, the caller is then offered the next available callback period with an unused call slot, which they can accept or decline using DTMF interaction.
  11. Click Save Changes
Note: To see a video of this process check out the Callback setup section of the setup guide.

Only when queue time is greater than… parameter #

A callback slot is offered to a caller only when their call enters a queue in which calls that have been waiting for this specified minimum number of seconds are already held.

  • If this parameter is set to 300 seconds (5 minutes), as soon as there are calls in the queue waiting 5 minutes, a callback slot is offered to the callers. However, if the waiting time is less than 5 mins when a caller joins the queue, the caller will not be offered a callback slot, even when the waiting time reaches 5 minutes.
  • If the waiting time is greater than 5 minutes when a caller joins the queue, the caller will be offered a callback slot straightaway. This is useful in that it prevents more calls from sitting in the queue and allows a company’s agents to handle their current demand, and reduce the queue and waiting time before they move onto handling callbacks.

Definitions #

  • Allow Call Slots: Whether or not callers can select callback timeslots.
  • Only when queue position is greater than: Whether or not a callback slot is offered only when the caller’s position in the queue is greater than a specific number.
  • Only when queue time is greater than: Whether or not a callback slot is offered to a caller only when their call enters a queue in which calls that have been waiting for a specified minimum number of seconds are already held.
  • Call Slots: The callback period to be offered to the caller. This may contain several time slots.
  • Play System Audio: Whether or not the system audio is played before the Call Slot Audio To Caller (below). By default, the system audio is played first.
  • Call Slot Audio To Caller: The audio file that is played to the caller, asking them whether or not they want to select a specific time to be called back.
  • Call Slot DTMF Key: The DTMF key that the caller must enter to hear a list of available callback timeslots.
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Configuring callbacks for a queue
Table of Contents
  • Enable callback slots
    • Only when queue time is greater than... parameter
  • Definitions

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