Configuring callbacks
Callbacks are specialized workflows and subroutines that enable customers to leave a request for a return call (callback) from the contact center. These requests sit in queue like a call and offer the agents the ability to call back the customer. When a callback is made, customers see the media server’s site name and the first endpoint dialable of the media server as the caller ID. For more information about the workflows and subroutines that enable your contact center to offer callbacks, see "Default callback workflow and subroutines".
For callbacks to function correctly, you must have configured location settings for your media server. If location settings are not configured, your callbacks will not be able to contact your customers. See "Configuring location settings for 3300 ICP media servers".
Supervisors can monitor and requeue, reject, or delete callbacks using the Global callback monitor in Contact Center Client and the Callback to be processed grid in Interactive Visual Queue. Alternatively, supervisors can use the Callback Requests monitor in Ignite (WEB).
Ring Groups do not support handling callbacks. Ring Group queues will not be available when configuring callbacks or their associated workflows. Any callback that is routed to a Ring Group will fail.
- Abandon—Abandon callbacks are automatically generated when a customer hangs up while still in a queue, enabling contact centers to contact callers who might have otherwise been missed. Abandon callback subroutine workflows are enabled system-wide. For information about adding abandon callbacks to queues, see "Enabling abandon callbacks".
- Voice—Voice callbacks are initiated by the customer. The customer’s call is removed from the queue and a callback request is resubmitted to the queue. This option can be provided by including a Callback Request in a workflow. For an overview of the default inbound voice subroutine workflow, see "Default Inbound Voice Callback subroutine".
- Web—Web callbacks enable customers to submit callback requests using a website, removing the need for customers to call the contact center in order to be placed in queue to speak to an agent. For information about enabling web callbacks, see "Enabling web callbacks".