Configuring
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CyCX for Callback-in-Queue
Overview
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Callers in the Queue no longer need to wait - callers can be presented with an option to leave their details and a voice message and maintain their position in the queue. CyCC CyCX will present a call-back action to designated agents with the caller details and also the voice message left, by any administrator set priority or schedule. Agents can categorise the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting. The CyCC CyCX Real-Time screens log and present traffic and statistical details for Callback-in-Queue tasks and performance just the same as live calls in the system features.
While waiting in queue, callers will be given an option to press and leave a callback request. The first step to complete a call-back request is to enter their return phone number followed by the # key. Caller will now be asked to leave their voice message which will be delivered and listened by the agents when the call-back reaches them.
There are two alternative steps to complete a call-back request supported by the system:
- No return phone number and no voicemail CLID will be used as the return phone number.
- Return phone number only.
For more advanced call-back in queue mechanism, which may include CLID identification and speech recognition, CyLive can be used.
Agent screen
| Before callback is made After callback is made |
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Supervisor screen
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Additional System Requirements
- Agents’ PCs must have multimedia sound capability for playback of recordings
- Agents’ security profiles must have READ access to the callback recording shared folder.
- CLID must be enabled on the trunk lines
Callback Campaign
Callback utilizes the campaign and queuing engine as illustrated below
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The ‘Callback’ campaign must be configured completion code and linked to queue (Queue type: CyCallTeam). The campaign must also be started and stays running all the time.
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Leave number and voice message
A separate queue (Queue type: Callback Message) must be used if we want to record the return phone number and voice message from the caller. The ‘Queue’ queue should provide an option to route into the ‘Callback Message’ queue or overflow when a condition is met. For example, option 9 during the announcements.
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At the ‘Callback Message’ queue, configure the announcement with simple message and configure the voice message recording at Messages tab as per screenshot below.
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The custom location must be a UNC path to a shared network folder. The sharing access must allow agents to read & execute any files within that folder.
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- Greeting1
type the return phone number after the tone, and end with #
- Greeting2
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leave a message after the tone, and end with # or Hangup when finished.
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