How to create a callback configuration

Content

• Description: What is callback?
• Who would you like to reduce waiting time for?
• How automatic callback works for the caller
• What if the callback is answered by voicemail?
• Callback and queue setup
• How to create a callback configuration

  • Enabled

  • Automatic callback

  • Activate callback offer based on queue length

  • Activate callback offer based on waiting time

    • Start offering callback when waiting time reaches
    • Stop offering callback when remaining queue opening time reaches
    • Maximum number of callback retries
    • Callback retry interval
    • Interval between playing the callback announcement
    •  Callback DTMF digit
    • Callback offering announcement

  • Save

Description: What is callback?

Callback is service to callers waiting in queue. Instead of waiting on the phone, the caller can request a callback.

For the caller, the call ends immediately after their request. However, their phone number remains in the queue and once first in line OR when an agent becomes idle and ready to handle the call, the caller will be connected with an agent.

Offering the callback service shows your customers that your company value their time and that customer service is your priority.

Offering callbacks is optional. If you would like to offer this service, you need to create and active it. Dial timeout for the agent is 20 seconds.

Who would you like to reduce waiting time for?

In Zylinc, you can choose between automatic or manual callback. If you do nothing, Zylinc is set up for manual callback mode. In manual callback mode, make sure it works with the agent types, your company operates with.

Manual callback reduces the waiting time for the caller. Here, the caller will be called back when an idle agent is ready to handle the call.

We do, however, offer automatic callback.

Automatic callback reduces waiting time for the agent. Here, the caller will be called back shortly before an agent becomes available to minimize the agent’s waiting time. This also entails that a caller will not receive a callback when they are number one in a queue. Automatic callback mode works with SimpleAgent, MobileAgent and WebAgent across any type of device – but we recommend turning auto accept off for MobileAgents.

	Automatic CallBack						Manual CallBack
	Distribution mode						Distribution mode
	Manual		Offer		AutoAccept		Manual	Offer		AutoAccept
Webagent	YES		YES		YES		YES	YES		NO
MobileAgent	YES		YES		NO		YES	YES		NO
		Automatic CallBack				Manual CallBack
		Distribution mode				Distribution mode
		Always On		AutoAccept		Always On			AutoAccept
SimpleAgent		YES		YES		NO			NO

How automatic callback works for the caller

Historically, callback has been implemented in a way that reminded agents to manually call back the original caller after a certain time, which sometimes meant that agents called back the original caller in vain. In Zylinc, however, we've fully automated the callback mechanisms in order for agents to use their time efficiently.

An automatic callback in Zylinc works like this:

• A caller waits in queue, and if the configured callback offering criteria are met, the caller gets the possibility of being called back.
• An IVR (Interactive Voice Response) menu offers to call back the caller when they’re number 1 in the queue.
• The caller accepts by pressing a digit.
• The IVR menu asks the caller to confirm their number or specify an alternative number.
• The caller confirms their number or enters an alternative number, and then hangs up.
• The caller keeps their spot in the queue, and when the caller’s queue position is number 1, Zylinc automatically calls back the caller.
• If the caller answers, they're greeted by an announcement followed by an IVR menu where they can select to return to the queue as the first caller in line, cancel their callback request, etc. If the call isn't answered, Zylinc can automatically retry later.
• If the caller selects to return to the queue, Zylinc automatically offers their call to the next available agent who gets the call as a normal incoming call, but visually marked as a callback.
• This means that agents won’t spend time on making manual callbacks with the risk of not getting answers, needing to postpone the manual callbacks, etc.

What if the callback is answered by voicemail?

If people don't answer themselves, and a callback is then answered by voicemail, the Zylinc IVR menu won't get any input, and after a certain time, Zylinc will abandon the callback attempt and retry later according to the retry criteria described in the following.

Callback and queue setup

You set up callback configurations separately from the actual queue setup. Then you can refer to the callback configuration from the configuration of each queue that should offer callback. The benefit of that is that you can reuse a callback configuration across many queues, so that you don't have to specify the same settings again and again if you set up multiple queues that should have similar settings.

 

How to create a callback configuration

Go to Contact center and PBX configuration and select Callback.

If you want to edit an already configured callback-setup, use the pen-symbol.

If you create a new, we recommend naming it.

Specify these settings:

1. Enabled: By removing the tick in this checkbox, you disable this callback.
2. Automatic callback: This box is pre-completed for automatic mode. If you prefer manual callback mode, untick this box.
3. Activate callback offer based on queue length: When checking this box, you need to specify when to start offering callbacks in counting number of calls waiting. Here, you begin to offer callbacks when there is more than a certain number of calls waiting in queue. We recommend setting this as high as possible.
4. Activate callback offer based on waiting time: When checking this box, you need to specify a number of things.

• Start offering callback when waiting time reaches: Here, you begin to offer callbacks when queue waiting time is higher than a certain limit.
• Stop offering callback when remaining queue opening time reaches: Because it can take some time before the caller is called back, you should typically stop offering callback some time before the queue closes. This setting will then be used even if the callback offering criteria are met.
• Maximum number of callback retries: If the caller doesn't answer the first automatic callback, this setting determines how many times Zylinc should try to call back the caller before giving up.
• Callback retry interval: If the caller doesn't answer the first automatic callback, this setting determines how long Zylinc should wait before trying to call back the caller again.
• Interval between playing the callback announcement: This setting determines how often the audio announcement about the possibility of being called back should be played if callback offering criteria are met when callers initially join the queue.
• Callback DTMF digit: Select which digit between 0-9 callers should press to accept the possibility of being called back (other digits, for example for declining, are automatically allocated).
• Callback offering announcement: Select the audio announcement that callers who have requested to be called back will hear when Zylinc automatically calls them back. If you ‘d like to use a default system announcement, simply tick the checkbox.

However, many organizations prefer to use a custom announcement that they've uploaded to Zylinc because that can include the organization's name, etc. In that case, untick the checkbox and set announcement type:

Select System if you want to use the default system announcement. Select Custom if you want to use another system announcement or a custom announcement.

• Announcement type: Select the system or custom announcement, you wish to use.
• In order to customize your own announcements, either by recording or text-to-speech, please see this guide: Custom announcements

5. When you're ready, click Save.