This is an old revision of the document!

====== 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. <note important>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.</note> ===== IVR Set IVR callback request ===== * Creat a main IVR process {{:en:use_case:queu_timeout_callback_ivr.png?600|}} * 设置动作 {{: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。 * 设置转向 {{: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。 ===== 在队列中设置失败转向===== {{: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。 ===== 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。 {{:en:use_case:queu_timeout_callback_agent_tips.png?700|}}