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.

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
  1. Click YourSite > Site.
  2. Select a site.
  3. Click the Callback Requests tab.
  4. Select Submit callback requests when caller abandon a queue.
  5. To enable short abandon callback requests, select Allow short-abandon callback requests.
  6. After Default outbound subroutine, click the Browse button.
  7. Select an outbound subroutine and click OK.
  8. After Default queue destination, click the Browse button.
  9. Select a queue and click OK.
  10. Click Save.
To change the default Outbound abandon callback workflow
  1. Click YourSite > Site.
  2. Select a site.
  3. Click the Callback Requests tab.
  4. After Default outbound subroutine, click the Browse button.
  5. Select an outbound subroutine and click OK.
  6. Click Save.
To change the default queue
  1. Click YourSite > Site.
  2. Select a site.
  3. Click the Callback Requests tab.
  4. After Default queue destination, click the Browse button.
  5. Select a queue and click OK.
  6. Click Save.
To clear the default queue
  1. Click YourSite > Site.
  2. Select a site.
  3. Click the Callback Requests tab.
  4. After Default queue destination, click the Clear button
  5. Click Save.
To change the default Outbound abandon callback workflow for a queue
  1. Click IVR Routing > Queues.
  2. Select a queue and click the Voice options tab.
  3. After Abandon callback subroutine, click the Browse button.
  4. Select an outbound subroutine and click OK.
  5. Click Save.
To change the abandon callback destination for a queue
  1. Click IVR Routing > Queues.
  2. Select a queue and click the Voice options tab.
  3. After Abandon callback queue, click the Browse button.
  4. Select a queue and click OK.
  5. Click Save.
To clear the abandon callback destination for a queue
  1. Click IVR Routing > Queues.
  2. Select a queue and click the Voice options tab.
  3. After Abandon callback subroutine, click the Clear button.
  4. Click Save.
To disable abandon callbacks
  1. Click YourSite > Site.
  2. Click the Callback Requests tab.
  3. Clear Submit callback requests when caller abandon a queue.
  4. Click Save.
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