Configuring CCS Q for Web Callback
Overview
A Call-Back button or hyperlink can be placed on a website or in an email. A prospective customer can then click the link and be taken to a form to enter their details. As well as a name and phone number, these details can include a text message and a preferred time for the call-back. The form can also include options for which queue the customer will be called from, such as sales, service, accounts or a specific product group.
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Web Call-back utilizes the campaign and queuing engine as illustrated below
It is assumed that readers already have knowledge on how to create campaigns, queues, and completion codes within the iPECS CCS system by using the CCS Desk Manager application.
The Web Callbacks node in CCS Desk Manager needs to be configured to specify which source reference point relates to which campaign (Campaign type: Callback)
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