Setting Up a Queue Callback

To set up a Queue Callback*, you will first need to navigate to the Chronicall main page and select “Multimedia Configuration” on the sidebar. From there, you’ll select “Multimedia Skills” from the dropdown menu and a window will appear. From here, you can either click on an existing skill that you have previously created, or you can click on the “Add Skill…” button located in the bottom left-hand corner of the window and a new window will appear. In this new window, there is a section called “Queued Callback Settings.” These are the settings you’ll need to fill out to create a Queue Callback. Before creating a Queue Callback, you’ll need to make sure you’ve created a queue. To learn how to create a queue, see the Voice Settings section of this document. The definitions for creating a queue callback are included below for your information.

Queue Callback Strategy: Queue Callback provides two options for the caller: Wait in Queue and Reserve Agent.

Wait in Queue
When a queue callback has made its way to the top of the waiting list and is first in queue, the Chronicall Multimedia Server will call the customer back and, if accepted, place them back into the first place (next) in queue. The wait in queue option is optimal for queues with many agents.

Reserve Agent
When using the Reserve Agent queue callback strategy, the customer will be called back once they have reached the front of the line and an agent is available. Chronicall will reserve the agent while the customer is called back and offered the option to accept. Then the call is sent to the reserved agent. This strategy is optimal for sites with few agents and long wait times.

Queue Callback Snooze: When a queue callback is returned, the customer will be presented with the option to accept, snooze, or cancel the call. If they choose to snooze the call, Chronicall will wait a predetermined additional amount of time and will then attempt to call the customer back after the alloted time.

Outbound Dial Code: Outbound Call Prex is the prex used to dial out from the PBX. E.g., dialing 9 before making an external call.

Callback Offer Window: This is the window of time that any configured queue callback announcements for the skill group can be heard or scheduled. Outside of this window, your callers will not be able to hear or schedule the queue callback option. A common use is to stop offering callbacks to be scheduled in the final hour of your call center’s availability.

Max Pending Callbacks: This option allows you to set the amount of customers that are allowed to select the queue callback option. For example, if you set the max pending callbacks to eight, only eight customers will be allowed to select the queue callback option. If all eight queue callback slots have been selected, anyone past that will still remain in the queue, but the queue callback option will not be presented to them.

Clear Pending Callbacks: This option allows you to select a time in which all of your remaining queue callbacks are cleared out, most likely at the end of the work day.

Max Callback Attempts: If a callback to the customer is unanswered, by default the system will try again later. This setting defines how many unanswered attempts will take place before cancelling the callback.

Attempt to Guess Return Number: This is a setting you can set to "True" or "False." If set to "False," the customer is required to enter in their number when requesting a queue callback. If set to "True," the queue callback software will read back the caller ID number recognized by the PBX for the customer. The customer can also enter in a different number in which to be called back.

Include Estimated Wait Time: This is an announcement in the Queue Callback scheduling module that will announce an estimate of when the system will call you back.

Once you have filled out these settings to your liking, click the “OK” button. Your Queue Callback has now been created.

*The Queue Callback Settings requires Queue Callback licensing.