|
Checks for duplicate queued callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. contacts that have the same phone number and skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge combination and provides scripting options. |
Supported Script Types
|
| Phone |
Properties
- PhoneNumber
- The phone number the action searches for in the "Callback" state in queue. The default value is {ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.}.
- Skill
- The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge or queue that the actions searches for the "CallBack" contact state.
Branches
- Default
- The Default branch condition will be used unless another specific branch condition is met. In this case, the default branch would be used if the one or more of the other branches was not connected.
- OnCallBacksFound
- The branch would be taken if there were any matching CallBack contacts found.
- OnNoCallbacksFound
- The branch would be taken if there were not any matching CallBack contacts found.
Tips and Tricks
- A contact must match both the phone number and skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be considered a match. This prevents the mistakenly matching a call that is in a different queue.
