Callbacks Admin POD Settings

The Offer Callbacks and Daily Automatic Cancel of Pending Callbacks features are both accessible within the Callbacks Admin POD Settings tab and can only be accessed by Callback or Portal Admins. Within this tab, you can do the following:

• Turn the Offer Callbacks Automation feature on/off
• Configure Offer Callbacks Automation settings
• Turn Daily automatic Cancel of all pending Callbacks
• Setup a schedule for daily callback cancellation

Using the Offer Callback Automation Feature

Enable or Disable Offer Callbacks Automation

Only an account manager can enable or disable the Offer Callback Automation feature. Contact your account manager to request to have this feature turned on or off.

Configuring Offer Callback Automation

Offer Callback Automation has four rules you can customize and configure to get the desired functionality.

Understanding the Rules

To view a detailed description about each rule, place the mouse pointer over the "i" icon located on the left side of each rule. A text dialog box appears providing a description of the rule.

• Rule 1 – "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 POD level rule and it takes precedence over queue level rules."

• Rule 2 – "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 POD level rule and it takes precedence over queue level rules."

• Rule 3 – "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)."

• Rule 4 – "By enabling this rule, you can automate turning the Offer Callback feature off before the normal shift closing time. The threshold (in minutes) can be defined to turn off callbacks before shift closing time."

Enable or Disable Rules

To enable or disable Offer Callback rules, do the following:

1. Click to place a check mark next to each rule you want to enable.
2. Remove any check marks you want to disable.

Setting Up the Rules

After enabling a rule, read the previous Understanding the Rules section to better understand how each rule is used. You must then configure the rules, as follows, to achieve your desired results:

Rule 1 – This rule allows you to select a routing control to use for the callback offer, and it also allows you to configure when the callback offer is turned on or off. Select the routing control you wish to use from the Routing Control drop-down menu. Next, select the On or Off value to determine when the callback offering is turned on.

Rule 2 – This rule allows you to select a routing to use when the shift is open and disables it when the shift is closed. Select the routing control you wish to use from the Routing Control drop-down menu.

Rule 3 – This rule allows you to turn off the callback offer when the total number of pending callbacks exceeds the defined value. Enter the maximum number of allowed pending callbacks into the available field.

Rule 4 – This rule allows you to define the number of minutes before the close of the shift, for the selected routing control, to turn off the callback offer. Enter the number of minutes into the Minutes field, and then select the Routing Control configured with the shift close time.

Saving the Offer Callback Changes

Click the Save button to save any changes, or click the Cancel button to cancel the operation.

Using the Daily Automatic Cancel of Pending Callback Feature

Enable or Disable Daily Automatic Cancel of All Pending Callbacks

Turn on the Daily Automatic Cancel of Pending Callback feature by clicking the slider to the ON position. Turn off this feature by clicking the slider to the Off position.

Daily Automatic Cancel of Pending Callback Turned On

Daily Automatic Cancel of Pending Callback Turned Off

Scheduling the Daily Automatic Cancel of Pending Callbacks

Define a schedule for automatically canceling pending callbacks on a daily basis by doing the following:

1. Enter the time at which the pending callbacks automatically cancel into the Daily Cancel Time field.
2. Click the drop-down menu to select the Time Zone.
3. Enter an email address into the Notification Email field. Place a check mark next to Success and/or Failure to have the notification email send to the email address on pending callback cancellation successes or failures.

Saving the Offer Callback Changes

Click the Save button to save any changes, or click the Cancel button to cancel the operation.