QUEUECALLBACK

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

Supported Script Types

Phone

Properties

PhoneNumber

The phone number the action searches for in the queue callbackHolds 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)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.}.

CallerID

A valid number that will be sent to the destination party's phone as the Caller ID.

The pricing for a call can change based on the Caller ID. Contact your NICE inContact account representative if you have any questions about which Caller ID numbers are valid.

Defaults to {DNIS}.

CallDelaySec

The value entered here is the number of seconds that an agent will have before NICE inContact actually makes the queue callback. For example, if this property is set to 15 seconds, the agent has 15 seconds to look at a screen pop to prepare for the caller. The default value is zero (0).

Skill

SkillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge are associated with agents and are created in Central. Skills are automatically assigned a number in Central and those numbers appear in this drop-down list. From this list, select the Skill you want associated with this action.

You can use a variable for a skill.

Defaults to Default.

TargetAgent

This property is a drop-down list of agents with an ID number. When a contact is delivered to NICE inContact, 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, NICE inContact will queue the contact until they become available.

If a target agent refuses the call, NICE inContact 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

This property is a drop-down list to select the default Priority Management. The Priority Management is configured in Central when a new skill is created. The two options are:

• Default from Skill. This option will use the Priority Management configured in Central.
• Custom. This option will override the settings in Central.

InitialPriority

This property sets the Initial Priority of a contact as it enters the NICE inContact queue. The prioritySkill-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 (i.e., 2 units per minute).

MaxPriority

This property 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

A sequence is a pre-recorded message that can be played. For example, “Hi. You are speaking with [Agent Name].”

ZipTone

This property replaces the ZIPTONE action. A ziptone informs agents that a contact has arrived. There are three options in this property: No ZipTone: selecting this option will not play a ziptone. After Sequence: the ziptone will be played after the Sequence. Before Sequence: the ziptone will be played before the Sequence. Defaults to NoZipTone.

ScreenPopSource

The source of the screen pop information. DefaultFromSkill uses the information set in Central for the skill. Custom uses the ScreenPop URL property.

ScreenPopURL

The URL to open in the default browser, for example, http://www.niceincontact.com. 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

Default

The Default branch condition will be used unless another specific branch condition is met.

OnError

The Error branch condition will be used when there is an error.

Tips and 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 (IVRInteractive Voice Response; an 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.