Contact Center - Call Back features

[zoomshoes]

Hi all, I am working through the features of Call-Back in the Menu-based Interrupt. I am wondering how does it integrate with the agents in a queue? What come first? Does Call back place an agent in the queue in a reserved state while it calls back a client? When the client presses one to accept the call back, do they can transferred to the reserved agent? If the client doesn't press one, does the agent get reset back to the ready state for normal calls? What actually happens?

[Vinnie]

Hello @zoomshoes 

I will respond as far as my knowledge goes in the same order you asked:

• I am not sure what do you mean about "How does integrate with the Agents" but while the call is in the Queue, there is no Agent involved yet so either the call is in the Queue or getting Transfer to the Agent...and if the Agent doesn't answer, the call most likely gets put back in the Queue as the next in line to be answered.
• What comes first? If you mean Menu-based Interrupt, then I asked, versus what. What the Menu-based interrupt does is to periodically Plays a Greeting to the Caller that is waiting in the Queue to offer them something, in this case, the chance to activate a Callback without staying connected to the call without loosing the current Queue Position.
• The Callback doesn't involve any Agent...it just keeps some sort of a "Virtual Caller" know to which number Callback to reconnected the caller once there is an Available Agent to take the call.
• There is no Reserve Agent; once there is an Agent Available that fulfil the requisites to answer the next Customer/Call in the Queue waiting to be answer; if that next caller happens to be a Callback then ZCC calls the Customer, and after the customer answers, then transfer the call to the Agent.
• I don't think any Agent gets in Reserved state until there is call ready to be transferred;  I assume that Reserved state happens after the Customer Press 1 to accept the call...but on this one I would encourage you to open a ticket and confirm it with a Zoom Tech because I am not 100% sure; I am talking about what I know from experience with other Contact Centers.

In summary, and Agent gets in Reserve State in preparation to receive a call tat is in the process to be transfer to the next available agent.

If this answer your question, mark it as "(Accept as Solution)"

Vinnie