Callbacks enabled callers to request to be called back rather than being required to wait in a queue. Callers will only have the option to select a callback if the service has been enabled.
| Note: To create a call queue you need to configure Callback re-tries, Callback retry interval (minutes), Callback Audio to Caller and the DTMF Key. |
How does a callback work? #
The caller will request a callback and then hang up. Their call will stay in the queue and the request will be added to a pending call list. When the call reaches the front of the queue the caller is called back. Once the agent has been connected to the call they may hear an optional announcement whilst the original caller is called. The agent and original caller are then connected.
Company administrators can also define calls slots, with a fixed number of time slots that are allowed in each period. If call slots are enabled, callers who request to be called back are then presented with a list of possible time slots when they could be contacted, from which they can then select a convenient time.
If required, company administrators can also specify a blacklist of numbers that, if callback requests are submitted, are excluded from being called back.
| Note: To learn more about callbacks and how they are handled please view What are callbacks? |
Configure callbacks #
Announcements can be specified to be played to the connected agent while the original caller is redialled. The audio file or playbook must have already been added to the system before configuring the callback.
- In the menu bar click Call Handling > Queues to see a list of Queues
- Select (or add) the appropriate call queue
- Click the Callbacks tab
- To apply a blacklist to callbacks, select the specific blacklist from the Callback Number Blacklist dropdown list
- To specify an announcement to be played to the connected agent while the original caller is redialled, select the audio file or playbook from the Audio For The Agent On Callback Redial dropdown list
- To specify an announcement to be played to the original caller when they are called back, select the audio file from the Audio For The Caller On Callback Redial dropdown list
- To specify the total number of times that a callback will be retried after the initial callback fails, select a number from the Callback Retries dropdown list
- If this parameter is set, you must also set the Callback Retry Interval parameter.
- To specify the number of minutes to wait before a callback is retried, select a number from the Callback Retry Interval dropdown list
- If this parameter is set, you must also set the Callback Retries parameter.
- Next, you will need to enable callbacks (see instructions below)
| Note: A callback will be offered (or not depending on the specified criteria) only at the point that a call joins a queue. Whether a callback is available to a caller or not will not change as the call progresses through the queue. |
Announcements and audio: #
Announcements and audio can be specified to be played to different parties during the callback joruney. The audio file or playbook must have already been added to the system before configuring the callback.
- To hear the audio file or playbook that you have selected before saving your settings, click the play button
- To add an audio file or playbook, click the add button
Enable callbacks #
When callbacks are enabled callbacks will happen when none of the agents for the queue are available to handle calls. You can also set parameters that specify more precisely when callbacks start happening. This is controlled by the ‘Only when queue position is greater than’ and ‘Only when queue tome is greater than’ parameters.
- In the menu bar click Call Handling > Queues to see a list of Queues
- Select (or add) the appropriate call queue
- Click the Callbacks tab
- Tick the Allow Callbacks checkbox
- To specify that a callback is offered to a caller only when the caller’s position in the queue is greater than a specific number:
- Tick the ‘Only when queue position is greater than’ checkbox
- Select the position from the dropdown list
- To specify that a callback is offered to a caller only when the queue’s estimated wait time exceeds a specified number of seconds:
- Tick the ‘Only when queue time is greater than’ checkbox
- Select the number of seconds from the dropdown list
- To specify that the system audio is played before the Callback Audio To Caller, tick the Play System Audio checkbox
- By default, the system audio is played first
- Select the mandatory callback option message to play to the caller from the Callback Audio To Caller dropdown list
- This announcement should specify the DTMF key that the caller must enter to remain in the queue while waiting to be called back. For example: “Press 3 to be called back.”
- Select the message to play to the caller when they have successfully scheduled a callback from the Audio After Callback Configured dropdown list
- This announcement might, for example, confirm the callback time and thank the caller
- Specify the mandatory DTMF key that the caller must enter to request a callback:
- Select a key from the DTMF Key dropdown list
- Enter a key in the range 1 to 9, or # or *
| Note: A queue’s estimated wait time is the time that the last successfully answered call spent in the queue. This has nothing to do with the availability of agents. |
Only when queue time is greater than… parameter #
If this parameter is set to 60 seconds then the following might happen:
Scenario 1:
- Caller 1 dialled the number and joined the queue.
- Caller 1 waited in the queue for 50 seconds before being connected to an agent.
- The next caller dials the number and joins the same queue. They are not asked if they want a callback as the last caller’s waiting time in the queue was less than 60 seconds.
Scenario 2:
- Caller 1 dialled the number and joined the queue.
- Caller 1 waited in the queue for 70 seconds before being connected to an agent.
- The next caller dials the number and joins the same queue. They are offered a callback as the last caller’s waiting time in the queue was more than 60 seconds.
| Note: This setting 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 #
- Callback Number Blacklist: A blacklist of numbers to exclude from callbacks.
- Audio For The Agent On Callback Redial: The announcement that is played to the connected agent while the original caller is redialled. This can be either an audio file or a playbook.
- Audio For The Caller On Callback Redial: The announcement that is played to the original caller when they are called back. This can be either an audio file or a playbook.
- Callback Retries: The total number of times that a callback will be retried after the initial callback fails.
- Callback Retry Interval: The number of minutes to wait before a callback is retried.
- Allow Callbacks: Whether or not callbacks are permitted.
- Only when queue position is greater than: Whether or not a callback is offered to a caller only when the caller’s initial position in the queue is greater than a specific number.
- Only when queue time is greater than: Whether or not a callback is offered to a caller only when the queue’s estimated wait time exceeds a specified number of seconds. A queue’s estimated wait time is the time that the last successfully answered call spent in the queue. This has nothing to do with the availability of agents.
- Play System Audio: Whether or not the system audio is played before the Callback Audio To Caller (below). By default, the system audio is played first.
- Callback Audio To Caller: The callback option message that is played to the caller. This can be either an audio file or a playbook.
- Audio After Callback Configured: The announcement that is played to a caller when they have scheduled a callback successfully. This announcement might, for example, confirm the callback time and thank the caller. This can be either an audio file or a playbook.
- DTMF Key: The DTMF key that the caller must enter to request a callback.