CALLBACK

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

Phone

Properties

PhoneNumber

The number that will be used to call back the contact. Use {ANI (automatic number identification)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.

CallerID

The phone number that will be displayed on the contact's caller ID when the callbackHolds 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.

Branches

Default

The branch is used to trigger activity after CALLBACK action is triggered.

OnError

This branch is used in the event of an error during the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. process.

Tips and 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 used after the script has issues a REQAGENT and has not yet been answered.
• The phone call will not be initiated until the agent accepts the call.
• All prioritization parameters assigned to the original call will remain in effect.
• The CALLBACK in queue and the outbound contact associated with the action will 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, will 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.

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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