Callback Script

The callback script is used to classify a call attempt for a callback request. Always use a callback script in a callback queue, either the default script or create one yourself using the callback script type. If you create your own script, the script must contain the classification function Call Attempt Result and its answer options because the possible retry is scheduled according to the call result. See the table Default Callback Script for more details.

The table below describes used fields of the default callback script.

Table 1. Default Callback Script

Callback Function

Technical Name

Description

None

{CBR_NONE}

Describes the script and its purpose.

Agents cannot edit this information.

Customer’s A Number

{CBR_ORIGCALLERNBR}

Used for showing the caller number to which the callback request call will be made.

Agents can edit this information. This is useful in cases in which the customer answers and asks the agent to call back later to another number.

Customer’s Name

{CBR_EXTRADATA_CUSTOMERNAME}

Used for showing the caller name if the caller is recognized.

Agents can edit this information.

Callback Request Created

{CBR_CREATIONTIME}

Used for showing the time when the callback request was created.

Agents cannot edit this information.

Call Attempts

{CBR_CALLPROGRESS}

Used for showing the number of call attempts. First number shows the current call attempt and the second one the total number of call attempts, for example 1/3. Agents cannot edit this information.

Define the number of call attempts in System Services > Queue Callback Settings > Maximum Number of Calls.

Latest Call Attempt and Its Result

{CBR_LASTCALLTIME}

Use this field to show the time when the previous callback call was made and its result.

Agents cannot edit this information.

Call Attempt Result

{CBR_LASTRESULT}

Used by agents for classifying the callback call.

This field is mandatory because it classifies the callback call and according to the result, the request is removed from the system or rescheduled.

The answer options are as follows:

  • 01 - Successful

  • 02 - Busy

  • 03 - No answer

  • 04 - Voicemail

  • 99 - Other reason

Additional Comments

{CBR_NOTES}

Used by agents for entering any additional comments regarding the call.

The following table shows the other functions that are available for a callback script. Agents can edit all the customer information.

Table 2. Other Callback Script Functions

Callback Function

Technical Name

Description

Customer’s Company Name

{CBR_EXTRADATA_CUSTOMERCOMPANY}

Used for showing the company name of the caller if available.

Customer’s Title

{CBR_EXTRADATA_CUSTOMERTITLE}

Used for showing the title of the caller if available.

Customer’s E-Mail

{CBR_EXTRADATA_CUSTOMEREMAIL}

Used for showing the e-mail of the caller if available.

Customer’s Mobile Phone

{CBR_EXTRADATA_CUSTOMERMOBILE}

Used for showing the mobile phone of the caller if available.

Customer’s Phone Number

{CBR_EXTRADATA_CUSTOMERNUMBER}

Used for showing the phone number of the caller if available.

Number of Retries

{CBR_MAXCALLS}

Used by agents for changing the retry number of a callback call. The answer options must be radio buttons from 0 to 3.