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 that configures the time (in seconds) threshold on when to offer this option to callers on hold. The caller is provided with information, such as an 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 you activate 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.
In Virtual Scheduled Callback, the system automatically schedules the call back within call center operation hours.
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 if the customer does not enter an option. |
Callback to Current Phone No Match Prompt Phrase | Prompt to play 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. |
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 if the customer does not enter the phone number. |
| Callback to Other Phone No Match Prompt Phrase | Prompt to play 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, enter the time you want 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 if the customer does not enter the callback time. |
Callback Time No Match Prompt Phrase | Prompt to play 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 if reaching the max no input retries. |
Callback AM or PM No Match Prompt Phrase | Prompt to play if reaching the max no-match retries. |
Callback Hours Closed Phrase | Prompt to customize messages that inform customers when they attempt to schedule callbacks outside of operating hours. |
Confirmation Main Prompt Phrase | Main prompt to confirm the callback number and time. |
Confirmation No Input Prompt Phrase | Prompt to play if the customer does not confirm the number and time. |
Confirmation No Match Prompt Phrase | Prompt to play 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 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 the estimated callback time. |
Play back estimated callback time NoInputPrompt Phrase | Main prompt to play the estimated callback time if the customer input does not match. |
Play back estimated callback time NoMatch Prompt Phrase | Main prompt to play 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 the estimated callback time if the customer does not enter input exceeds retries. |
Play back estimated callback time | Main prompt to play the 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. |
Schedule Callback Buffer | Prompt to set a buffer time before a call center closes so that you cannot schedule callbacks in the buffer time window. For example, if a call center closes at 5:00 PM and the Schedule Callback Buffer setting is set to 15 minutes, then no callbacks can be scheduled between 4:45 PM and 5:00 PM. |
Advanced Properties
Display Name | Definition |
|---|---|
| Callback to Current Phone Max No Input Prompt Phrase | Prompt to play if reaching max no input retries. |
| Callback to Current Phone Max No Match Phrase | Prompt to play if reaching max no match retries. |
| Callback to Current Phone Valid keys | Valid keys for selecting to use the current phone. |
| Callback to Other Phone Max No Input Prompt Phrase | Prompt to play if reaching the max no input retries. |
| Callback to Other Phone Max No Match Phrase | Prompt to play 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 if reaching the max no input retries. |
| Callback Time Max No Match Phrase | Prompt to play if reaching the max no-match retries. |
| Callback Time Timeout | Timeout to enter the callback time. |
| Callback AM or PM Max No Input Prompt Phrase | Prompt to play if reaching the max no input retries. |
| Callback AM or PM Max No Match Phrase | Prompt to play 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. |
| Callback AM or PM Max Retries | Maximum number of retries that you can set for AM or PM. |
| Confirmation Max No Input Prompt Phrase | Prompt to play if a customer reaches the max number of no input. |
| Confirmation Max No Match Phrase | Prompt to play 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 a confirmation. |
| Variable for Phone Number Entered | The variable to store the entered phone number. |
| Variable for Time Entered | The variable to store the entered time. |
Connectors
For information on the module connectors, see Call Flow Editor Connectors.