Enable Queued Callback

The 8x8 Contact Center 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 which is configured in 8x8 Configuration Manager, detects the caller's 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 dialled out to the caller using the callback number. The call is routed through an outbound queue.

Features

• Allows callers to opt for a callback rather than wait in the queue, ensuring they are called back once an agent is free.
• The queue position is maintained if the caller opts to leave the queue for a callback.

• The callback is initiated as soon as an agent is available

• Detects the caller’s phone number or allows the caller to enter the callback number before leaving the queue

• The system preserves the caller's position in the queue and initiates an outbound call to an available agent assigned to that queue.

  Note: For fair callback management, it is advisable to create a distinct callback queue for each inbound queue rather than a single general queue for all. In addition, to ensure equitable treatment, the priority of the callback queue should not exceed that of the inbound queue.

• The caller can enter the preferred callback number or caller's phone number (ANI) is used.
• Callback is initiated as soon as an agent is available.

• Duplicated callback requests are not registered within the same callback queue. Specifically, we prevent duplicates based on the callback queue system. If a customer requests a callback in different callback queues, each request will be registered separately. However, a callback request from the same customer will not be registered more than once in the same callback queue

Use case

Extending the use case, AcmeHealth offers callers the option to receive a callback 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 callback phone number. This number is then restated for confirmation. The following diagram shows the updated call flow for Queued Callback

To enable call back, 8x8 Contact Center IVR offers the following scripting capabilities:

• Get Value supports an additional parameter to collect the caller's phone number
• Callback object supports calling the customer back after the caller exits the queue, by initiating an outbound call when an agent serving the queue is available.

Add Callback option to IVR

To add a callback option to the existing IVR script:

1. Define Inbound phone queue properties..
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 them to enter it again.
6. Add a label for callback execution.

7. Under the label for Callback, add the Callback object and select the following parameters:

   • Queue name: Select an existing outbound queue to route the call.
   • Call back CLI: Select a channel number for outbound caller ID. Using the option [Current Channel], you can display the original channel number, which the caller used as the caller ID for the callback. This option is selected by default. If you wish to display any other channel number during the callback, you can select from the list of available channels.
   • Dial plan: Select from an existing dial plan.

   • Under Callback parameters, you can specify the number of retries and the duration for time out.

     • Callback tries: Select the number of attempts to call back. The call failure is determined by the following factors:
       

       - Agent did not answer the call.

       - Agent answered, but the outbound leg dials out and experiences a busy network.

       - RNA (Ring no answer)

     • Callback retry delay: Specify the callback retry attempts in seconds or minutes. Set a time between 40 secs to 90 minutes.

     • Cancel callback after: Enter the duration in seconds, minutes, or hours. The requested callback remains in an outbound queue for the duration of that time (up to maximum 72 hours). Any callback attempt is prevented after the time expires. The callback request is removed from the outbound queue after Cancel Callback duration has expired. The minimum callback time remains 120 seconds.
       
8. Save the script and assign it to a channel.