Configuring CyCX for Callback-in-Queue

Owned by Priyank Dhadhal (Deactivated)
Last updated: Aug 12, 2020 by Mark Brumpton (Deactivated)
6 min read

Configuring CyCX 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. 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 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 is assumed 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

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

Considerations for Callback-in-Queue configuration (what might I need)?

  1. An announcement to add into the queue(s) in which you would like to provide a breakout option for callbacks in queue.

    1. The announcement should provide reference to the option number to press

  2. Callback message announcement(s), to ask for

    1. customer phone number and

    2. customer voice message (if applicable)

  3. A campaign created to store callback requests within

  4. A calling team [consisting of agent(s)] in which to assign the callback campaign to

Add announcement to voice queue for breakout / callback-in-queue

See article on updating announcements here CyCX – Updating Queue Announcements

Tips:

  • You may wish to provide the annoouncement on the second or third option

  • Notice the ‘Queue Type’ dropdown box to make queue selection easier

Configure Breakout Option from voice Queue

Within your voice ‘Queue’ (queue Type:Queue) in which to have a breakout / callback-in-Queue, you’ll need to provide an option to route into a ‘Callback Message’ queue or overflow when a condition is met. For example, option 9 within the announcements tab shown below:

See Configuring CyCX - Configuring a Queue - The Announcements Tab for more informaiton.

Create & Configure CyCallTeam - Agent(s) that callbacks should go to

To create a CyCallTeam, go to CyDesk Manager > Options > Configure > Administration > Queues> Queue Type:CyCall Team > Add

Then configure the queue as you would do as per Configuring CyCX - Configuring a Queue - The General Admin Tab and related pages applicable to the tabs available within a CyCall Team Queue type.

Note: At a minimum you should add the agent(s) for whom callback should be delivered to

Create & Configure Callback Campaign

Callback utilizes the campaign and queuing engine as illustrated below. The Callback Campaign becomes the repository for the callback entries.

To create a Callback Campaign, go to CyDesk Manager > Options > Configure > Administration > Campaigns > Campaign Type:Callback > Add

Double-click the campaign created or that you would like to edit to open the configuration settings seen below. The ‘Callback’ campaign must be configured with completion codes and linked to a specific Queue type: CyCallTeam. The campaign must also be started and will run constantly to provide a means to store callback records/entries.

 

Create & Configure Queue Type:Callback Message - for leaving customer contact 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. It is also used to point & store the callback request to the correct callback outbound campaign.

To create a Callback Message Queue Type, go to CyDesk Manager > Options > Configure > Administration > Queues > Queue Type:Callback Message > Add

To configure, double click the queue created or in question for editing from the list.

Store Messages in Custom Location - 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.

Use Message for ‘Call Back in Queue’ - A campaign (Campaign type: Callback) is selected for the “Call Back in Queue” requests to be stored & worked from.

A ‘Callback Message’ queue type needs to populate an outbound campaign with entries. So that, for example, as an inbound caller chooses the option to keep their place in the queue and receive a callback once agents become available, the callers phone number along with any additional recorded message can be supplied to an agent once free. The repository for these outbound calls is a ‘Campaign’ of Type: ‘Callback’. As seen in the Configuration > Administration > Campaigns screenshot below:

 

 

 

Create & Update Queue Announcements for Queue Type:Callback Message

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

  • Greeting1 

    enter 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.

To update a Queue Announcement see here CyCX – Updating Queue Announcements

Tips:

 

  • Use the ‘Queue Type’ filter to see all ‘Callback Message’

  • Upload the ‘First Announcement’ as per Greeting1 above, using the ‘File Type’ drop down option

  • Upload the ‘Repeat Announcement’ as per Greeting2 above, using the ‘File Type’ drop down option

 

 

 

 

 

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