Callback with Voicemail Option

Offer Callback with Voicemail

Offer the caller the option of hanging up and having an Agent call them back when available. The caller's position in the Queue is maintained. The caller can leave a message for the Agent.

Callback Options:

• Region—specify whether to apply North American Numbering Plan (NANPA) or international dialing rules for the call back. See the International Dialing section below.
• Caller ID for Callback—specify the caller ID to display to the caller when calling them back
• Maximum queue time—specify the maximum time, in seconds, this call will remain active in the Queue. After this time expires, the call is dropped.
• Maximum ring time—specify the maximum amount of time, in seconds, to ring the caller. If the caller does not answer after this time, the call is dropped.
• Block toll-free numbers—do not accept call backs to toll-free numbers.
• Block premium numbers—do not accept call backs to premium numbers.
• Allow Caller to Leave a VoiceMail—if checked, the caller will be informed they have the option of leaving a message for the Agent that calls them back.
• Maximum message length—specify the maximum length, in seconds, of message the caller can leave.

Advanced Settings:

• Audio Catalog—select a different audio catalog containing the offer callback prompts. This catalog should have
• Play Audio that Offers Caller the Callback Option—if checked, the caller will hear audio offering the option to keep their place in the queue and receive a call from the next available Agent. If not checked, it is assumed your Flow will provide the audio portion through other Call Actions.
• Audio file—specify the audio file that contains the callback option announcement. You cannot change the name of the file, though if desired, you can replace the audio contained in that clip with audio of your own choosing.
• Set Call Priority—set call prioritization options for the callback.

• Select Agents With Pools and Rules—specify the Agents who can handle the callback. If you do not use this option, callbacks will be handled by the same Agent Pools as other calls to this Flow.

International Dialing

The Region drop down list determines how call back telephone numbers are handled. When your region is set to NANPA:

• Phone numbers must be 10 digits in length.
• Toll free numbers may be blocked.
• Premium ("900") numbers may be blocked.
• The following default audio prompts are used:
  • phone-collect
  • phone-retry
  • phone-invalid

When your region is set to Other:

• Phone numbers may be up to 15 digits in length.
• Phone numbers must include the country code.
• Toll free and Premium number blocking is disabled.
• The following audio prompts are used in place of the defaults:
  • phone-collect-E164
  • phone-retry-E164
  • phone-invalid-E164

View the NANPA web site.

Playing Localized Audio You can play audio in languages other than English by selecting the desired audio catalog from the Audio Catalog drop down menu.

To create a localized audio catalog for the Call Back with Voice Mail call action, you must record the following prompts in your target language(s) and add them to the Call Back audio catalog:

To create a localized Callback with Voicemail call action, create a new audio catalog and provide the following prompts in your desired language:

The localized prompt names must be identical to those shown above.

The English text provided above contains the text of the current prompts.

The Text prompts are optional as there currently is no localized Text-to-Speech support.