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Queued Callback

The 8x8 Queued Callback allows callers waiting in a call queue to opt out of the queue and be called back when an agent becomes available. This feature detects the caller phone number or allows the caller to input the callback number before exiting the queue. The system retains the queue position of the call and offers an outbound call to an available agent serving the queue. When the agent accepts the call, the call is dialed out to the caller using the callback number. The call is routed through an outbound queue.

With Queued Callback:


Use Case

Extending the use case, AcmeHealth offers callers the option to receive a call back from the advise nurse team for a better experience. In addition to the exit choices of operator assistance and leaving a message for the care team, the caller is given a choice to be called back by the advise nurse team. If a caller opts to be called back, he is prompted to input the call back phone number. This number is then restated for confirmation. The following diagram shows the updated call flow for Queued Callback.

To enable call back, Virtual Contact Center IVR offers the following scripting capabilities.

Add Call Back Option To IVR

To add a call back option to the existing IVR script:

  1. Follow the steps 1 through 3 explained in In-Queue Treatments and Controls.
  2. Modify the Say statement that announces the exit queue choices to include the option for callback.
  3. Under Get Digit, add an option to Get Value. For Data to Collect, select customers: Phone Number.
  4. Add a few Say statements to announce the call back number input by the caller.
  5. With Get Digit choices, allow the caller to confirm the phone number or prompt to enter the phone number again.
  6. Add a label for callback execution.
  7. Under the label for Callback, add the Call back object and select the following parameters:

  8. Save the script and assign it to a channel.


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