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Reserves a contact's place in queue, allowing the contact to hang up, and the contact center agent will return their call. |
Supported Script Types
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| Phone |
Properties
| Property | Details |
|---|---|
| PhoneNumber |
The specific phone number you want to use. Use {ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call.} if you want to call the number the caller originally dialed from or you can capture a different number from the contact and use that number to call them back.
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| CallerID |
The phone number displayed on the contact's caller ID when the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. is returned by the agent.
|
| CallDelaySec | The number of seconds between when the contact center agent picks up the phone and when the system dials the contact callback number. The maximum delay is 59 seconds. If you enter 60 seconds or more, agents will be placed in a refused state. |
Branches
| Branch | Details |
|---|---|
| Default | Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined. |
| Error | Path taken when the action fails to execute properly. |
Tips & Tricks
- Keep the sequence in the Play action short to avoid the caller hanging up or abandoning the call before the Callback action fires.
- Callback disconnects a current call and leaves it in queue.
- Callback is often used when the script triggered a Reqagent that has not yet been answered.
- The phone call is not initiated until the agent accepts the call.
- All prioritization parameters assigned to the original call remain in effect.
- The Callback in queue and the outbound contact associated with the action retain the original ContactID.
- Voice-related scripting actions cannot be executed after the Callback action because the caller's voice path will be gone. Other script actions, however, still function as normal.
- Callback does not automatically dial extensions.
- To terminate a script in the Callback state, use Hangup.
- When a call is in a Callback state in queue, it does not use any ports. When the call is being returned, it uses a voice port.
- Callbacks show as an inbound call in Reporting, but as an outbound call in billing.
Phone Script Example Using Callback
In this script, an agent is requested, and music plays for 30 seconds while the contact waits in queue. At the end of 30 seconds, a menu asks the contact if they would like a callback when an agent becomes available. If so, press 1. If not, continue waiting. The Play action is used to say thank you if the user wants a callback (rather than the system just hanging up).
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