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Callback with Voicemail Option

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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:

Table 44-1: Call Back with Voice Mail Audio Prompts

Audio File

Text

agent-intro

The caller has left a message and wants to be called back. Please listen to the following message.

agent-menu

Press 1 to hear the message again. Press 2 to be connected to the caller.

callback-error

I'm sorry, we were not able to collect enough information to call you back. Please remain on the line for the next available agent.

general-retry

I'm sorry, I didn't get that.

goodbye

You may hang up the phone now. Good bye.

noanswer

We were not able to reach the customer.

offer-decline

Please remain on the line for the next available agent.

offer-intro-a

Would you like to leave a message and be called back by the next available agent?

offer-intro-b

Press one to leave a message, press two to remain on the phone.

phone-collect

Using your telephone keypad, please enter your ten digit phone number, starting with the area code.

phone-collect-E164

Using your telephone keypad, please enter your phone number, starting with the country code.

phone-confirm-a

You entered

phone-confirm-b

Press 1 if that is your correct phone number. Press 2 if it is not correct.

phone-error

I'm sorry, let's try that again.

phone-invalid

I'm sorry, that is not a valid phone number. In order to call you back, we need a ten digit phone number starting with the area code.

phone-invalid-900

I'm sorry, we can not call you back at a premium service number. Please enter a different phone number.

phone-invalid-TFN

I'm sorry, we can not call you back at a toll free number. Please enter a different phone number.

phone-retry

I'm sorry, I didn't get that. Please enter just the ten digits of your phone number starting with the area code. For example, 342 555 0187.

phone-retry-E164

I'm sorry, I didn't get that. Please enter just the digits of your phone number starting with the country code. For example, a number in the UK would be entered as 44 207 123 1234.

record-confirm-a

You recorded

record-confirm-b

If you are happy with your recording, press 1 or hang up. Press two to re-record your message.

record-start

Please record your message. When you are done recording, hang up or press the pound key for more options.

num-0

zero

num-1

one

num-2

two

num-3

three

num-4

four

num-5

five

num-6

six

num-7

seven

num-8

eight

num-9

nine

 

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.

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Last modified
12:45, 26 Dec 2014

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