Configuring CCS Q for Callback-in-Queue

Overview

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. CCS Q 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 categorize 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 CCS Q 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, CCS IVR can be used.

Agent screen

       Before callback is made                          After callback is made

Supervisor screen

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

The ‘Callback’ campaign must be configured completion code and linked to queue (Queue type: Queue). The campaign must also be started and stays running all the time.

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.

At the ‘Callback Message’ queue, configure the announcement with simple message and configure the voice message recording at Messages tab as per screenshot below.

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.

 A campaign (Campaign type: Callback) is selected for the “Call Back in Queue”.

 The greeting files for the ‘Callback Message’ queue must also advise the caller as described below:

• Greeting1  type  the return phone number after the tone, and end with #
• Greeting2  leave a message after the tone, and end with # or Hangup when finished.

If caller hangs up at greeting1, there will be no recorded message but a callback will still be created. Similar to the abandoned call scenario, but the callback will be presented with the new phone number keyed by the caller.

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