ACD Callback Feature
You can enable Callback on your ACD queue.
Callback calls will either retain their position in the queue or be placed at the back (dependent on configuration.
Once a Callback Call reaches the front of a queue, an Agent will be allocated the call,
and upon picking up the phone, a call will be made to the number presented by the original caller.
If an external caller presses 1 while it plays ACD Callback prompt.
An external caller can select to be queued in ACD callback or cancel and stay in ACD queue.
For a call to enter ACD Callback, it plays a caller’s Caller ID.
(Note: Anonymous call cannot enter ACD Callback).
Callback Usage – Dictates whether Callbacks can be registered for the group
Callback while preserving queued call order – If this is set to “Use”, then Callbacks will retain their position in the queue
Callback Registration Delay – The delay before a Callback joins the queue (if not set to retain PIQ)
Callback Retry Count – How many times a Callback will be attempted before it is dropped
Callback Retry Interval – The minimum interval between Callback attempts
Callback Success Connection Time – The minimum time that a Callback call must last to be considered a success
Callback Retention Time – The maximum amount of time a Callback can remain in a queue
If you have calls in queue announcement and callback feature enabled you need to be mindful of the length of the announcements.
Each announcement time setting should be configured more than the total time of the following:
Announcement length + CIQ time(4 secs) + ACD Callback Prompt(4 secs) + ACD Callback Inter Digit Time(5 secs).
You need to add 13 seconds to your announcement.
For example, if 1st announcement is 21 seconds wave file, the announcement time should be longer than 34(21+4+4+5) seconds.
The announcements will be played:
1st announcement > queueing position > callback request > comfort tone > 2nd announcement and so on.
