How to configure Callback

Introduction

With CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. the customer can leave his / her number to be called back by an available agent during business hours. In most scenario's this feature will be offered when the queue takes to long or is full, the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. is outside business hours or any other reasons there is no agent available.

Alternative can you could create a form where customers can use a form.

 

Requisite

 

How to Configure Callback

  1. First make sure the Campaign Dialer is configured and running.
    1. Click here to Learn More
    2. Supervisor has to type "StartDialer"
  2. Next go to the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions list on SharePoint
  3. Create the CallBack Questions
    1. (SP On Premise) Open tab "Items" and select "Create Callback"
    2. (SP Online) Configure Callback Queue on SharePoint Online
  4. (Optional) Back in IVR Questions list, under Callback Queue, change the messages or replace them with audio files
    1. Callback init pre number - Message before phone number, if phone number has been recognized.
    2. Callback init post number - Message after phone number, if phone number has been recognized.
    3. Callback init anonymous - Message if phone number has not been recognized.
    4. Callback enter number - Message for entering phone number.
    5. Callback verify pre number - Message before phone number, after entering phone number.
    6. Callback verify post number - Message after phone number, after phone number.
    7. Callback bye - Message to confirm CallBack.
  5. Add the following setting in the Settings list
    1. CallbackDefaultRegion – Adds the area code to the phone number.

      NoteFor example "US".

  6. Return to the IVR Questions.
  7. Add or change an item with the action Callback and also add the Skill. You can use a new Skill or an existing Skill.