Overview
Callback is a telephony feature that allows a caller that is placed in a queue to leave the queue and still keep its place. The caller enters a number to be reached on (or it is automatically collected), leaves the queue and the let the phone system call back.
In the ACD/Attendant groups report the callbacks requested is the number of customers that have ordered to be ”called back” during the measured period. The Callback resolved is the number that has been ”called back” and resolved during the measured period. Observe that the number of Callbacks resolved may have been callbacks requested in a different period than the measured period.
In the “ ACD/Attendant groups” the Answered + Callbacks resolved = Total answered in the “Agents per ACD/Attendant groups” report.
When a user handles a callback (connect to the callback number) it is described as an incoming answered call, and the callback id is presented in the “Additional information” column in the call specification.
Callbacks settings (in Telepo)
This section configures callback settings for the ACD groups with a call-back option.
How long time should a callback ring before re-queuing - Enter the number of seconds (integer number) that the callback should be allowed to ring before being re-queued.
How many times to call back - Enter the number of automatic retries.
How long time callback should be valid - The callback will be cancelled if no agent is available within the time specified in this setting. If an agent is available within the time specified, the callback is initiated. The time is specified in minutes. If the value is zero (0), there is no timeout.
Meta-data sent to agent for callback call - Enter a text string to be sent to the agent. This can be any string of text and numbers.
Prompt to play to agent for callback call - Pick a Voice prompt from the drop-down list to play to the agent at callback calls.
Let us look at a scenario with the following parameters configured:
How long time should a callback ring before re-queuing: 10 seconds
How many times to call back: 2
How long time callback should be valid: 20 minutes
If an agent is not free, it will wait for 20 minutes for the agent to be available. If an agent is unavailable within this time, the callback is cancelled.
If an agent is free and the system tries to callback the caller it follows:
Callback twice, 10 seconds each
If the caller does not pick up, the system will try to callback again, 10 seconds each, twice
The sequence repeats until the parameter 'How long time callback should be valid:' is met
The number that the caller provides for the callback call will be checked against the call-barring rules for the organisation. A prompt will be played to say that the number is invalid if not allowed by call barring. There are also numbers on system level that may not be allowed for callback.