Queuecallback

A variation of Callback without requiring a pre-existing live call.

Supported Script Types

Phone

Properties

Property	Details
PhoneNumber	The phone number the action searches for in the queue callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state in queue. The default value is {ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call.}.
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. The pricing for a call can change based on the Caller ID. Contact your account representative if you have any questions about which Caller ID numbers are valid. Defaults to {DNIS}.
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.
Skill	Allows you to define an ACD skill. If the value is set to Default, the script uses the default skill assigned to the associated point of contact.
TargetAgent	A drop-down list of agents with an ID number. When a contact is delivered to CXone, it can be configured to go to a specific agent when a Target Agent is selected. If the contact is received, but if the Target Agent is unavailable, CXone will queue the contact until they become available. If a target agent refuses the call, CXone will route the contact to any other available agent who has the same skill. You can use a variable for a target agent (like {AgentID}).
PriorityManagement	A drop-down list to select the default Priority Management. The Priority Management is configured in CXone when a new skill is created. The two options are: Default from Skill. This option will use the Priority Management configured in CXone. Custom. This option will override the settings in CXone.
InitialPriority	Sets the Initial Priority of a contact as it enters the CXone queue. The priority Skill-based designation of the importance of contacts that determines delivery order. grows incrementally based on the function you select. When an agent becomes available, the contact with the highest priority in the skill set of the agent will be routed to the agent. Defaults to 0.
Acceleration	The value of this property is the rate at which the priority of the contact will increase over time. The default value of 1 will accelerate the priority fractionally at the rate of 1 unit per minute. Set this property to 2 to double the rate of acceleration (for example, 2 units per minute).
MaxPriority	Represents the maximum priority of the contact while in queue. If several contacts reach the same Max Priority, the order of delivery to agents is undefined. Defaults to 1000.
Sequence	Determines the order in which audio files (whether pre-recorded or TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) are played by the action. You can enter values directly in the field, or you can double-click the action icon to use the Prompt Manager. TTS has a 300 character limit. If you enter values in the Sequence property field, you must use the correct formatting for each item. You can specify the exact text that you want the TTS service to say, such as: "%Your account balance is". You can also include variables, such as: "${accountBalance}". If you use variables, ensure that your script passes the variable value to the action containing the prompt.
ZipTone
ScreenPopSource	The source of the screen pop information. DefaultFromSkill uses the information set in CXone for the skill. Custom uses the ScreenPopURL property. The default value is DefaultFromSkill.
ScreenPopURL	The URL to open in the default browser. Additional information can be appended using variables. All ASSIGN variables marked as "ScreenPop = TRUE" will be appended to the URL using the URL encoding format: http://www.niceincontact.com?var1=value1&var2=value2

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.
OnError	Path taken when the action fails to execute properly.

Tips & Tricks

The main difference between Callback and Queuecallback is that the existing Callback action allows an existing live call to be marked for callback when an agent becomes available. The Queuecallback, however, allows the user to add a callback without a preexisting live call.
The Queuecallback action allows businesses direct access to companies and the ability to get a quick callback.
Queuecallback allows clients’ customers to go straight to the Interactive Voice Response (IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.) queue.