Callback

UNDER REVISION

How it works

Callback is a feature where a caller waiting in a queue is presented with a possibility to be called back or remain in the queue. In the IVR flow,

• the caller will hear a playback message set in the Menu block after waiting in the Queue for 20 seconds.The message tells him to digit "1" if he wants to be called back, avoiding to stay on hold.
• if the Customer digits "1", he enters in the Callback block
• the callback block will then add the contact in the contact manager list and is scheduled to be called after 20 minutes as specified in the delay field.  The system will automatically call his phone number if there is at least one available Agent in the queue campaign.

Step 1: Prerequisite

Before designing the IVR flow, you need to do the following in advance:

• Create a queue (Voice →Queues)
• Upload the sound files (Tools → Sounds)
• Create a variable called TIME (Tools →Variables)
• Create a list (Contact Manager → Lists)
• Create a queue campaign (Motion Bull → Queue Campaign)
• Add the list to the queue campaign

Step 2: Design the flow

Block details