How to config customer request call back

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), asterCC provides a callback function that allows customers to call back, so that when the system is available, the attendant can call back to serve.

Application Scenarios:

incoming call queue, do not want to wait after some time, choose a callback service on the queue menu
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
Incoming call queue, waiting for too long and hangs up (missed calls)

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.

This scenario for incoming queue 600, when the queue is over-due, enter IVR, ask the user to press 1 to continue to wait, press 2 request a call back, press 3 for leaving a message.

IVR Set IVR callback request

Creat a main IVR process

设置动作

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。

设置转向

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。