Managing Callback Requests
Contact Expert v6.1 for Skype for Business Server
Initiating Callback Requests
Contact Expert provides the ability for the callers to file a "call me back" request while waiting in a business queue.
Contact Expert also provides a "chat callback" function whereby the customer initiating the chat can also request a callback. Such callback requests are going to be similar to the ones created in the voice channel.
Contact Expert operators (agents) are also able to schedule such callbacks upon request while talking to the caller or when closing a task, and there is also an administrative campaign specific option to auto-generate callback requests for calls abandoned (lost) in queue. Finally Contact Expert provides an API method (software connectivity interface) for connected systems to file callback requests too (e.g. Geomant IVR uses this).
Callback requests are stored in the database until their call back time is due. At this point the system offers these tasks to the appropriate and available agents to review the contact history of the particular caller and confirm the initiation of the outbound customer callback call.
Callback Request While Waiting in Queue - Initiated by Caller
Enabling Contact Expert to offer the option for the callers to file a callback request while waiting in a queue – and then safely hang up knowing the contact center will call them back in due time – is possible via the SfB parameters section.
Setting up the "customer callback while waiting in queue" feature is described in detail in the Queue Messages chapter.
Callback Request During a Call - Initiated by Agent
Operators already talking to callers possess the ability to "close the call" with a callback scheduled at a later time. Compared to the callback-while-in-queue option, this provides the additional flexibility to agree on the proper due time as well as the designation of the agent or agents who should be in charge of the callback, when it happens.
Guidance towards the proper usage of the agent initiated callback feature is described in the Rescheduling the Task chapter.
Automatic Callback Request for Calls Lost in Queue
Administrators have the option to try to recover abandoned calls – where callers disconnected while waiting in queue without filing for a callback themselves – by creating a callback request automatically for these calls. This is performed using campaign specific configuration.
Setting up the redial of the lost calls is described in the Dialing Properties chapter. Look for the Redial lost calls configuration option.
Administering Pending Callback Requests
Administrators can review the pending callback requests by selecting the Operations→Tasks→Scheduled Tasks**** menu. They also have the option to terminate some or all callback requests for campaigns in Design mode.
It is also possible to get this list from the Agent application.
Read more details on how to review the pending callback request from the Agent application on the following link: Rescheduled Tasks.
