Configure Callback Queue Settings

The Queue Settings tab within the Callbacks Admin tool allows callback administrators to add or remove dial numbers. They can also configure the settings for the queue associated with each dial number.

Select the Queue Settings tab within the Callbacks Admin tool.

To create a new queue:

  1. Click the Add Dial Number icon.

  1. Complete the fields on the Create Dial Number dialog.
  1. Enter the dial number that is set up in ICM into the Dial Number field.
  2. Enter a name for the queue into the Display Name field.
  3. Click the Save button to save the dial number, or click the Cancel button to cancel the operation.

To rename a queue:

  1. Click the Edit Queue Name icon next to the queue you wish to rename.

  1. Change the queue name by replacing the text in the field, and click the Check icon to confirm the name.

To delete a dial longer that is longer used:

  1. Click the Delete Dial Number icon next to the dial number you wish to delete.

  1. Confirm the deletion of the dial number by clicking the Delete button, or click the Cancel button to cancel the operation.

Selecting a Queue to Configure

Select the queue you want to configure from the Queue Name list. An underline is displayed under the selected queue.

Configure the selected queue to control how callbacks function for the assigned dial number. The Queue Configuration tab is selected by default upon selecting a queue.

General Configuration:

Callback Offer Script – Select the script to use from this drop-down menu.

Callback Caller Id – Allows you to specify a number to display on the callback requester's caller ID.

Sort Order – Changes the sorting for the Finesse Queue drop-down.

Current Queue Status:

Offer Callback Enabled – Displays the enabled or disabled status of offer callbacks.

New Calls Count – Displays the number of calls currently in the new status (status code=0) for the selected queue.

Queued Calls Count – Displays the number of calls currently queued in ICM (status code=5) for the selected queue. Note that this is the sum of all queued calls under the selected queue in all instances.

NOTE:

This is the sum of all queued calls under the selected queue in all instances.

In Progress Calls Count – Displays the number of calls currently in progress (status code=9) for the selected queue.

NOTE:

This is the sum of all in-progress calls for the selected queue in all instances.

Pending Retry Calls – Displays the number pending retries for a callback.

Inbound Queued Calls – Displays the number of current inbound callbacks.

Today Scheduled Calls – Displays the total number callbacks scheduled for the day.

Future Dated Scheduled Calls – Displays the total number of callbacks schedule for future dates.

Messaging Configuration

Auto Dial Enabled – Turn the auto dial feature On or Off.

Maximum Replays – Enter the maximum number of times an agent can replay a customer voice mail in this field.

Minimum Queue Calls – Define the minimum number of calls allowed in the queue by entering a number into this field.

Maximum Queue Calls – Define the maximum number of calls allowed in the queue by entering a number into this field.

Agent Prompt Enabled – Enable or disable the prompt played to the agent after answering a call by toggling the switch to the ON or OFF position.

Customer Prompt Enabled – Enable or disable the prompt played to the customer after answering a call by toggling the switch to the ON or OFF position.

Agent Side Prompt – Enable, disable, select, and upload audio for the agent side prompt.

Customer Side Prompt – Enable, disable, select, and upload audio for the customer side prompt.

Agent/Customer Side Prompts

Audio prompts are configurable for both the agent and customer sides.

File Name Column – Displays the path and file name for the audio prompt files. If the prompt is enabled, you can edit the text in this field to manually change the path or file name.

Enabled Column – Allows you to enable or disable the prompt. Toggle to the slider to the ON position to enable the prompt, or OFF to disable.

Actions Column – Contains the Upload File task icon.

Managing or Uploading an Audio Prompt File:

Upload and manage an audio prompt file by following the instructions in the Upload and Select Audio Prompts topic.

Configure automation rules as needed for your organization by selecting the Automation Rules Configuration tab.

NOTE:

To enable or disable the Offer Callback Automation Rules Configuration feature, please contact your organization's Account Manager.

Enable/Disable Automation Rules

Before you can configure an automation rule, you must first enable it by placing a check in the box next it.

Rule Enabled

Rule Disabled

View Rule Descriptions

To learn more about each rule, place your mouse pointer over the Information icon located on the left side of each rule.

Information Icon

Below is the information displayed for each of the available rules:

  • By enabling this rule, you can automate turning the Offer Callback feature on or off based on the routing control switch specified in this rule. This is a Queue level rule and it takes lower precedence over the POD level rules.

  • By enabling this rule, you can automate turning the Offer Callback feature on or off based on the HOOPS defined by the routing control schedule specified in this rule. This is a Queue level rule and it takes lower precedence over the POD level rules.

  • By enabling this rule, you can turn off the Offer Callback feature when the total number of callback calls is greater than the threshold value specified for this rule. The total number of callback calls = the sum of (number of new callback call requests for the POD + the number of callbacks to be re-tried + number of callback calls currently queued in ICM + number of callback calls in Progress + number of calls in the inbound queues).

  • By enabling this rule, you can automate throttling the Offer Callback feature based on the defined EWT and the total number of callbacks for this queue. If the total number of pending callback calls for the queue is between the range specified by this rule (EWT for the call is <= to the EWT threshold), then the caller is offered the callback option.

Configure the automatic daily cancellation of pending callbacks by accessing the Cancel Callback Configuration tab. This configuration allows you to select specific days and times to automatically cancel any pending callbacks.

Enable or Disable Daily Pending Callback Cancellation

Enable the Daily automatic cancel of Pending Callbacks feature by setting the slider to the ON position. Disable it by setting it to the OFF position.

Enabled

Disabled

Configure Daily Pending Callback Cancellation Schedule

  1. To enable the schedule for specific days, place a check in the box located next to the desired days.

Enabled

Disabled

  1. Enter the time for the pending callbacks to cancel.

  1. Select the time zone in which the cancel pending callback schedule is occurring from the Time Zone drop-down menu.
  2. Enter the email address or addresses (separated by a ;) for any users that need to receive notifications for the cancel pending callback schedule into the Notification email field. Select the Success and Failure options as needed to determine the type of notification emails they receive.

Under the Schedule Callbacks Configuration tab you can override the schedule callbacks configuration.

  1. Restore the schedule to default at anytime by clicking the Restore to Default button found beside the Overridden Schedule Configuration option.
  2. Enable schedule callbacks by setting the slider to YES. Disable the schedule by setting the slider to NO.
  3. Select timezone for the scheduled callbacks by selecting it from the Schedule Callback TZ Code drop-down menu.
  4. Enter (or click to select) the Open time for each day of the week.
  5. Enter (or click to select) the Close time for each day of the week.

Save Configured Queue Settings

Save any changes made to the Queue Configuration by clicking the Save button, or click the Cancel button to restore the previous settings and cancel any changes.

See Also