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