Enabling abandon callbacks

Abandon callbacks are applied to all of a site’s queues when enabled for the site. Unless configured with different abandon callback workflows and destination queues, all queues will use the default abandon callback options for the site. If no default queue is selected when abandon callbacks is enabled, abandon callbacks will only be generated for queues that have queue destinations set for their abandon callbacks. By default, abandon callback requests are only applied to calls that abandon with a time greater than the 'Short abandon less than' time specified in individual queues, but short abandon callbacks can be enabled for all queues.

Note:

To duplicate the functionality of the Version 6.0 queue condition builder, place a Queue activity into your Outbound abandon callback workflow before the Make Call activity, with a Save Callback activity placed in the No Match branch to requeue the callback request. See "Default Outbound Callback Subroutines".
Ring Groups do not support abandon callbacks and are not available to be selected for abandon callback default queues.

The following procedures explain how to:

Enable abandon callbacks
Change the default Outbound abandon callback workflow
Select the default queue
Clear the default queue
Change the default Outbound abandon callback workflow for a queue
Change the abandon callback destination for a queue
Clear the abandon callback destination for a queue
Disable abandon callbacks

To enable abandon callbacks

Click YourSite > Site.
Select a site.
Click the Callback Requests tab.
Select Submit callback requests when caller abandon a queue.
To enable short abandon callback requests, select Allow short-abandon callback requests.
After Default outbound subroutine, click the Browse button.
Select an outbound subroutine and click OK.
After Default queue destination, click the Browse button.
Select a queue and click OK.
Click Save.

To change the default Outbound abandon callback workflow

Click YourSite> Site.
Select a site.
Click the Callback Requests tab.
After Default outbound subroutine, click the Browse button.
Select an outbound subroutine and click OK.
Click Save.

To change the default queue

Click YourSite > Site.
Select a site.
Click the Callback Requests tab.
After Default queue destination, click the Browse button.
Select a queue and click OK.
Click Save.

To clear the default queue

Click YourSite > Site.
Select a site.
Click the Callback Requests tab.
After Default queue destination, click the Clear button
Click Save.

To change the default Outbound abandon callback workflow for a queue

Click IVR Routing > Queues.
Select a queue and click the Voice options tab.
After Abandon callback subroutine, click the Browse button.
Select an outbound subroutine and click OK.
Click Save.

To change the abandon callback destination for a queue

Click IVR Routing > Queues.
Select a queue and click the Voice options tab.
After Abandon callback queue, click the Browse button.
Select a queue and click OK.
Click Save.

To clear the abandon callback destination for a queue

Click IVR Routing > Queues.
Select a queue and click the Voice options tab.
After Abandon callback subroutine, click the Clear button.
Click Save.

To disable abandon callbacks

Click YourSite > Site.
Click the Callback Requests tab.
Clear Submit callback requests when caller abandon a queue.
Click Save.