Configuring Queue Callback Settings

  • You must have Modify rights to Callback Service.

  • You must have rights to create or to modify extensions.

  • You must have rights to view built-in IVRs.

You use this procedure to configure the system-wide queue callback settings.

For more information about this system service, see Queue Callback.

  1. On the System Configurator main screen, choose System Services > Queue Callback Settings.
  2. Configure the settings according to the following table.

    Only the IVR number is a mandatory setting.

    If you do not define a value for the Maximum Number of Calls setting, the system only tries to call the customer once. The retry-related settings only apply when you define the Maximum Number of Calls value.

    Field

    Function

    IVR Number

    Check free built-in IVR numbers using the Number Viewer tool and choose one for the callback IVR.

    Note: Make sure you don't use any national emergency number as an IVR, a user, or a queue number.

    Maximum Number of Calls

    Enter a value to define how many times agents try to reach the customer who has left a callback request. The default value is 3.

    Ringing Time for Outgoing Customer Call (s)

    Enter a value to define how long the system waits for the customer’s answer to the callback call. The value must be between 5–120 seconds. The default value is 20 seconds.

    Time Limit for New Callback Requests

    Enter a value to define the time after which new callbacks are not accepted if the callback queue is scheduled to be closed. The default value is 2 minutes.

    Callback Delay

    Enter a value to define the delay between making the callback request and the actual callback. The default value is 1 minute.

    Handling Timeout

    Former Script Timeout, changed in 1911

    Enter a value to define the time an agent is able to keep the callback request after the call has ended, or keep the script open in CDT. After the defined time, CEM starts to process the callback request again. The default value is 60 minutes and the allowed values are between 5 and 1440 minutes.

    Retry If Busy

    Enter a value to define the time when a customer is called again if the first attempt failed because the customer was busy and the call is classified accordingly. The default value is 5 minutes. The maximum value is 1440 minutes.

    Retry If No Answer

    Enter a value to define the time when a customer is called again if the callback fails because the customer does not answer and the call is classified accordingly. The default value is 5 minutes. The maximum value is 1440 minutes.

    Retry If Voicemail

    Enter a value to define the time when a customer is called again if the callback fails because the call is forwarded to voicemail and the call is classified accordingly. The default value is 15 minutes. The maximum value is 1440 minutes.

    Retry If Call Fails

    Enter a value to define the time when a customer is called again if the callback fails because of some other reason than no answer, voicemail, and busy and the call is classified accordingly. The default value is 15 minutes. The maximum value is 1440 minutes.

    Blocked Callback Numbers

    Enter a list of numbers to which callbacks cannot be made. You can also use the asterisk (*) when defining the numbers, for example 094566*. Separate the values with a semicolon.

    Allow Callback to Different Number

    Select this option if you want that callers can define a different number from which they called to be the callback number.

  3. Save your entries.