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Schedule Callback
The Schedule Callback module allows callers to leave their callback number and to request a same-day callback time if they decide to opt out of the transfer hold queue. You can set a condition configuring the time (in seconds) threshold on when to offer this option to the callers on hold. Information can be given to the caller providing their Estimated Wait Time or Position in Queue (or both) if that caller enters the hold queue after a configurable amount of time (for example, more than 30 seconds).
This module also provides the Virtual Scheduled Callback (VSCB) option that can be activated by setting the Enable callback by order option to true and configuring the subsequent phrases to support this option. Activating the VSCB option allows you to call the customer back in the order in which the initial call was received.
Message Properties
| Display Name | Description |
|---|---|
Callback to Current Phone Main Prompt Phrase | Main prompt to ask the customer if they want a callback to the current phone number. |
Callback to Current Phone No Input Prompt Phrase | Prompt to play back if the customer does not enter an option. |
Callback to Current Phone No Match Prompt Phrase | Prompt to play back if the customer enters an invalid option. |
Callback to Current Phone Max Retries | Max number of retries allowed. |
Callback to Current Phone Timeout | Max time given to the customer to decide if the current phone number must be used for a callback or not. |
Callback to Other Phone Main Prompt Phrase | Main prompt to ask for another callback phone. |
Callback to Other Phone No Input Prompt | Prompt to play back if customer not entering the phone number. |
| Callback to Other Phone No Match Prompt Phrase | Prompt to play back if the customer enters an invalid phone number. |
| Callback to Other Phone Max Retries | Max number of retries allowed. |
Time Main Prompt Phrase | Using your keypad, please enter the time you would like to receive a callback. For 8:30 AM, please enter 0830. If you would like to receive a callback at 1:30 PM, please enter 0130. |
Callback Time No Input Prompt Phrase | Prompt to play back if the customer does not enter the callback time. |
Callback Time No Match Prompt Phrase | Prompt to play back if the customer enters an invalid callback time. |
Callback Time Max Retries | Max number of retries allowed. |
Callback AM or PM Main Prompt Phrase | Main prompt to ask for AM or PM. |
Callback AM or PM No Input Prompt Phrase | Prompt to play back if reaching the max no input retries. |
Callback AM or PM No Match Prompt Phrase | Prompt to play back if reaching the max no-match retries. |
Confirmation Main Prompt Phrase | Main prompt to confirm the callback number and time. |
Confirmation No Input Prompt Phrase | Prompt to play back if the customer does not confirm the number and time. |
Confirmation No Match Prompt Phrase | Prompt to play back if customer confirmation does not match the number and time. |
Confirmation Max Retries | Max number of retries allowed for confirmation. |
Invalid Callback Time Phrase | Prompt to play back if the customer enters an invalid callback time and AM / PM. |
Invalid Callback Time Max Retries | Max number of retries allowed to enter invalid callback time and AM / PM. |
Enable callback by order | Enables scheduled callbacks by order entered. |
Play back estimated callback time Main Prompt Phrase | Main prompt to play back estimated callback time. |
Play back estimated callback time NoInputPrompt Phrase | Main prompt to play back the estimated callback time if the customer input does not match. |
Play back estimated callback time NoMatch Prompt Phrase | Main prompt to play back the estimated callback time if the customer does not enter input. |
Play back estimated callback time Max No Input Prompt Phrase | Main prompt to play back the estimated callback time if the customer does not enter input exceeds retries. |
Play back estimated callback time | Main prompt to play back estimated callback time. |
| Play back estimated callback time Max No Match Phrase | Main prompt to play back the estimated callback time if the customer input does not match and exceeds retries. |
Advanced Properties
Display Name | Definition |
|---|---|
| Callback to Current Phone Max No Input Prompt Phrase | Prompt to play back if reaching max no input retries. |
| Callback to Current Phone Max No Match Phrase | Prompt to play back if reaching max no match retries. |
| Callback to Current Phone Valid keys | Valid keys for selecting to use the current phone or not. |
| Callback to Other Phone Max No Input Prompt Phrase | Prompt to play back if reaching the max no input retries. |
| Callback to Other Phone Max No Match Phrase | Prompt to play back if reaching the max no-match retries. |
| Callback to Other Phone Timeout | Timeout to enter a phone number for a callback. |
| Callback Time Max No Input Prompt Phrase | Prompt to play back if reaching the max no input retries. |
| Callback Time Max No Match Phrase | Prompt to play back if reaching the max no-match retries. |
| Callback Time Timeout | Timeout to enter callback time. |
| Callback AM or PM Max No Input Prompt Phrase | Prompt to play back if reaching the max no input retries. |
| Callback AM or PM Max No Match Phrase | Prompt to play back if reaching the max no-match retries. |
| Callback AM or PM Valid Keys | Valid keys to select AM or PM. |
| Callback AM or PM Timeout | Timeout to enter AM or PM. |
| Confirmation Max No Input Prompt Phrase | Prompt to play back if a customer reaches the max number of no input. |
| Confirmation Max No Match Phrase | Prompt to play back if a customer reaches max number of no match. |
| Confirmation Valid Keys | Valid keys for confirming the callback number and time. |
| Confirmation Timeout | Timeout for entering confirmation. |
| Variable for Phone Number Entered | The variable to store the entered phone number. |
Connectors
For information on the module connectors, see Understanding Connectors.