Lost callbacks

Callbacks requested from IVR

The CallBack node can be used in the IVR. This node invokes the processing of rules for the IvrCallBack mechanism. The node parameter is the number of minutes by which the callback is to be scheduled for later (or it can be scheduled immediately). This node allows the caller not to initiate waiting in the queue and, instead, have an agent call them back, all that without losing the waiting position (i.e. virtual queuing virtual queuing).

This mechanism generates the CallBack event with a reference to both the original lost call and the created outbound call; the relation of these calls can thus be established from the call history, with already existing forms being connected that the caller may have filled out, e.g. within the IVR tree.

Note

This embedded mechanism can be replaced with a customized script with a more complex logic linked, for example, to contact tables etc. It is also possible to manually add the Substitute Call (LostCall) event.

1. In the administration section Metadata ‣ Project transitions, you need to create a transition by completing the following:

   • Processing method must be set to IvrCallBack.

   • Source worgroup

   • Target worgroup

   • Outbound campaign

   • Calendar mode, From, To – Ignored for callbacks from the IVR.

2. Save the entry.

See also

Setting references for Queues transitions.

Manual callbacks

Manual callbacks can be created either from the call bar during a conversation (e.g. a follow-up confirmation call is required for the agent to gather certain information), or from the grid using an activation button with a script, in which case the Substitute Call (LostCall) event can also be optionally created.

Automatic callbacks

If rules are set, the system automatically converts lost inbound calls to outbound calls (using the LostShift mechanism) in the background. This mechanism generates the Substitute Call (LostCall) event with a reference to both the original lost call and the created outbound call; the relation of these calls can thus be established from the call history, with already existing forms being connected that the caller may have filled out, e.g. within the IVR tree.

Note

This embedded mechanism can be replaced with a customized script in an automatic trigger (status or interval trigger) with a more complex logic linked, for example, to contact tables, etc.

1. In the administration section Metadata ‣ Project transitions, you need to create a transition by completing the following:

   • Processing method must be LostShift.

   • Source worgroup

   • Target worgroup

   • Outbound campaign

   • Calendar mode, From, To – The rule only applies if inbound calls loss occurs within a certain period of time (e.g. excluding night or peak hours).

2. Save the entry.

3. In the administration section Configuration, you should additionally review and possibly adjust the following parameters that influence automatic callbacks:

   • LostCallsMaxQueue

   • LostCallsTimeOffset

   • LostShiftQueueTreshold

   • LostShiftDelay

   • LostShiftWindow

See also

Setting references for Queues transitions and references for all configuration parameters are in section Processing.

Automatic callbacks exclusion

Whether callbacks are created automatically, manually or upon the caller’s request, the system monitors them if certain conditions are met, and if the caller calls in the inbound direction from the same telephone number again and is successfully served, the callback is automatically cancelled as useless (status Neglected).

In all cases, the pre-condition is that the outbound call created has a call event record created (CallEvent) with the Substitute Call (LostCall) type and the Shifted reference information, with the call itself being in the Scheduled status.

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