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Connect ECC 9 Callback behaviour

Jul 19, 2017 09:20 PM PDT
Deborah Harkson
CenturyLink Inc
My call center manager wants the reserved agent to be connected to the callback call prior to answer.
They were using a callback play file when the call was answered to advise the customer being called that this was a requested callback. However they are concerned that calls answered by the customer's voicemail (which starts the play file) end up leaving a shortened message in the mailbox (depending on outgoing greeting length) and then connect that mailbox to the agent.
Is there a solution for this?
Jul 21, 2017 12:03 PM PDT
Damian Galindo
Global CTI Group
You can add a menu to the end of the callback script to validate if a person answered the call. A simple menu of press 1, or any number, would proceed to an agent. If no input was detected the call would be disconnected.

To enable a menu selection, since the outputs have to be connected to another object, use the wait object.

If no input was detected you could play another message that would leave a number to call that could possibly receive a higher priority. This could be expanded with the use of a database table and GCCS logic to validate the inbound calls and ensure only those who failed to answer a callback would receive a higher priority.

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