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Callback

Callback gives callers waiting in a queue the option to hang up and receive a Callback once an agent becomes available.

Important
To use Callback, GVP ACD Callback must be enabled on your account. Contact your account representative if you need more information.

To set up Callback, you first need to add a new Callback group:

  1. On an ACD page, go to the Main tab and select New Call Back Group in the field When pressing 0 to exit the queue, take callers to. Once you save the page, CX Builder creates the Callback group and all of its associated voice pages with predefined parameters. Although you can customize the voice pages, we recommend you use the default parameters.

Cxb newcbgroup.png

The voice pages added to the group are described below.

Function Destination Voice Page (where applicable)
Validate CallerID A logic page used to validate the Caller ID of the caller requesting a Callback. While you can add and customize validation rules, a Callback number should always be 10 digits long. Examples of invalid phone numbers:
  • Fewer or more than 10 digits
  • Phone numbers that begin with 1 or 900— such as pay-per-use cell phone numbers and long distance phone numbers
Cbdiagram ValidCallerID.png
Valid CallerID—Confirm Callback Number A question page with a Yes/No Response Type. Callers answer Yes if they want to be called back at the number they dialed in with, or No if they want to be called back at a different number. Cbdiagram ConfirmCB.png
Invalid CallerID— Ask for Callback Number A question page with Number Response Type that is used when a Caller ID cannot be validated. The page prompts callers to enter a 10-digit Callback number, which cannot begin with 1 or 900.
Check Retry Times A logic page that checks if the caller has exceeded the maximum number of retries for entering a Callback number. You define this value in the maxRetry variable. Cbdiagram MaxRetries.png
Max Retries A message page that informs callers that they have exceeded the maximum number of retries. At this point, the call ends. Cbdiagram maxretrygoodbye.png
Validate Callback Number A logic page that checks the validity of the Callback number. While you can add and customize validation rules, a Callback number should always be 10 digits long. Examples of invalid phone numbers:
  • Fewer or more than 10 digits
  • Phone numbers that begin with 1 or 900— such as pay-per-use cell phone numbers and long distance phone numbers
Cbdiagram CBNumberValid.png
Invalid Callback Number A message page used to alert callers that they entered an invalid number. Cbdiagram invalidcbnumber.png
Request Callback A customized transaction page that uses an internal URL to set up the Callback. After a successful Callback request, the page also determines the estimated wait time (EWT), converts it from seconds to minutes, and then stores the EWT in a site variable— for example, the CallBackEWT variable could have a value of 20 to indicate that the customer will receive a Callback in 20 minutes. Cbdiagram callbackrequest.png
Callback Confirmation A message page that tells callers they will receive a Callback. At this point the call ends.
  • The customerNumber parameter is predefined and cannot be deleted or renamed.
  • You cannot see the URL – it is always hidden.
  • The Interpret HTTP Response As field is fixed as the site variable name storing the Callback EWT.
Cbdiagram cbconfirmedgoodbye.png
Failed Setting up Callback A message page used to end a call after all attempts to set up the Callback have failed. Cbdiagram failedgoodbye.png
This page was last edited on November 11, 2016, at 11:41.

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