If the caller decides to be called back by the system, they leave their name and phone number. Their request remains in the system and when the system determines that an agent will be available soon (or is available), then the system places a call back to the caller. The caller answers the call and confirms that they are the original caller, and the system connects the caller to the agent after a brief wait. In the event that the caller cannot be reached after a configurable max number and frequency of retries, the callback is aborted and the database status is updated appropriately. You can run reports to determine if any manual callbacks are necessary based on your business rules.
• The caller is disconnected from the PSTN side of the call. However, the IP side of the call in CVP and ICM is still active. This keeps the call in the same queue position. No queue music is played, so VXML gateway resources used during this time are less than if the caller had actually been in queue.
• When an agent in the service/skill category the caller is waiting for is close to being available (as determined by the callback scripts), then the system calls the person back. The recorded name is announced when the callback is made to insure the correct person accepts the call.
• The system asks the caller, through an IVR session, to confirm that they are the person who was waiting for the call and that they are ready for the callback.
• If the system cannot reach the callback number provided by the caller (for example, the line is busy, RNA, answering machine, network problems, etc.) or they do not confirm they are the caller, the call is not sent to an agent. In this way, the agent is always guaranteed that someone is there waiting when they take the call. The system assumes that the caller is already on the line by the time the agent gets the call.
• This is why this feature is also known as pre-emptive callback – the system assumes that the caller is already on the line by the time the agent gets the call and that the caller has to wait minimal time in queue before speaking to an agent.
• The system presents the call context (call info, peripheral call variables, etc) on the agent’s desktop, as normal.