Differences
This shows you the differences between two versions of the page.
| Next revision | Previous revision | ||
| en:use_case:how_to_config_customer_request_call_back [2014/11/03 09:53] – created donnie | en:use_case:how_to_config_customer_request_call_back [2014/12/03 04:19] (current) – solo | ||
|---|---|---|---|
| Line 1: | Line 1: | ||
| - | ====== | + | ====== |
| - | 在实际应用中，经常会出现所有坐席资源不足导致无人可以处理客户的情况（例如队列忙或者非工作时间），asterCC提供了回呼功能，允许客户选择回呼，这样当系统空闲时，坐席可以回拨客户提供服务。 | + | In real terms, there will be a situation where the agents are not enough to deal with customers (for example, a queue is busy or non-working time), |
| - | 客户应用场景： | + | Application Scenarios: |
| - | * 客户呼入队列，等待一段时间后不想等待，通过队列菜单选择回呼服务 | + | * incoming call queue, do not want to wait after some time, choose a callback service on the queue menu |
| - | * 客户拨打企业电话，系统检查当时为非工作时间，播放IVR菜单允许客户选择回呼 | + | * customer dial support number, the system checks the time for non-work time, it will play IVR menu that allows customers to choose a callback |
| - | * 客户拨入队列，等待过长时间而挂机(漏话) | + | * Incoming call queue, waiting for too long and hangs up (missed calls) |
| - | 当系统发现有回拨请求时，系统会将号码以最高优先级发布在漏话列表中，同时向该队列坐席发起通知。对于普通漏话，系统会更新漏话列表而不发出通知，坐席可以查看漏话列表进行回呼。 | + | When the system has a callback request, the system will put this number in the list of missed calls with highest priority, meanwhile sending a notification to the agents. For ordinary missed calls, the system will update the missed call list without notice; agents can view the missed call list and call back. |
| - | <note important> | + | <note important> |
| - | ===== 设置回呼请求IVR ===== | + | ===== IVR Set IVR callback request |
| - | * 创建主IVR流程 | + | * Creat a main IVR process |
| - | {{:zh:用途和案例:回拨请求主流程.png? | + | {{:en:use_case:queu_timeout_callback_ivr.png? |
| - | * 设置动作 | + | * Set Actions |
| - | {{:zh:用途和案例:回拨请求动作.png?600|}} | + | {{:en:use_case:queu_timeout_ivr_actioin.png?600|}} |
| - | 如上图，添加放音收号动作，语音提示为：坐席全忙，继续等待请按1，要求回呼请按2，留言请按3。 | + | As shown above, add playback number receiving action, voice prompts: agents are all busy, wait for response press 1, press 2 to request a call back, please press 3 to leave a message. |
| - | * 设置转向 | + | * Set transfer |
| - | {{:zh:用途和案例:回拨请求转向.png?600|}} | + | {{:en:use_case:queu_timeout_ivr_tran.png?600|}} |
| - | 转向源选择用户输入inputcode，转向条件为1时转向目标为600队列，客户回到队列继续等待；转向条件为2时，转向选择“要求回访”，转向对象支持选择呼入客服或外呼营销两种业务模块，根据实际业务对应情况选择对象和转向目标，当对象为外呼营销时，回访请求提醒将发送所选外呼营销对应在的坐席组下的坐席，如果对象为呼入客服时，还需要选择所选呼入客服(一个呼入客服可能对应多个坐席组)下由哪个组的坐席接受回访请求提醒；转向条件为3时，转向留言应用，客户可以进行留言。 | + | For transfer source, select |
| - | ===== 在队列中设置失败转向===== | + | ===== Set transfer failure in the queue ===== |
| - | {{:zh:用途和案例:队列失败回拨请求.png?600|}} | + | {{:en:use_case:queu_timeout_failed_tran.png?600|}} |
| - | 编辑600队列，失败转向选电脑话务，失败转向目标选择上面设置好的IVR回拨请求，当队列等待超时时，将自动转向该IVR。 | + | Edit 600 queue, failure transfer to computer communications. Failure transfer destination selects the IVR callback request. When the queue is over-due, it automatically transferred to IVR. |
| - | ===== 坐席界面 ===== | + | |
| - | * 客户按2请求回访时，系统将记录该回访请求，并播放提示音“谢谢，我们将快回复”，600队列所属坐席将收到回访提醒。 | + | |
| - | * 漏话页面可查看回访请求及普通漏话，回访请求的漏话优先排列在上方。 | + | |
| - | {{:zh:用途和案例:回拨请求漏话列表.png?700|}} | + | ===== Agent Interface ===== |
| + | * request a callback, the system will record and play the prompt “Thank you, we will reply as soon as possible”. The 600 queue agent will receive a callback notice. | ||
| + | * Missed calls interface shows the callback request and ordinary missed calls. Calls require for reply will be topped. | ||
| + | |||
| + | {{:en:use_case:queu_timeout_callback_agent_tips.png?700|}} | ||
