Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back? 

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with. 

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

That is not a feature, no.

The feature you might use instead of the Callback would be Voicemail for the queue. When you transfer a caller to the queue's voicemail and someone leaves a message, the voicemail message gets queued and routed to an agent.

The Voicemail action lets you play a custom prompt, so you can prompt the caller to leave a short message as you describe (the customer doesn't need to know they are leaving a voicemail). You can assign a Callback Number, so if you want to be fancy prompt the caller for their callback number first, before the Transfer to Voicemail action, and gather the phone number where they want to be called back. You can choose the script that will accompany the voicemail when routed to the agent. 

PureCloud routes the voicemail as a Callback, so the agent receives a Callback interaction with the assigned script pop, can listen to the message and then call the person back at the designated number.

Here's an example of what it looks like in my org:



------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback

Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

George,
What is that in the blue box in the image you posted here? Is that some kind of script page block or section? Some kind of TTS that plays on the callback? I'd like to find a way to make that appear in the Salesforce Embedded Client, is that possible?

------------------------------
Greg Beal
ConvergeOne
------------------------------

Original Message:
Sent: 07-16-2019 10:03
From: George Ganahl
Subject: Ability for customer to leave message for a Callback

That is not a feature, no.

The feature you might use instead of the Callback would be Voicemail for the queue. When you transfer a caller to the queue's voicemail and someone leaves a message, the voicemail message gets queued and routed to an agent.

The Voicemail action lets you play a custom prompt, so you can prompt the caller to leave a short message as you describe (the customer doesn't need to know they are leaving a voicemail). You can assign a Callback Number, so if you want to be fancy prompt the caller for their callback number first, before the Transfer to Voicemail action, and gather the phone number where they want to be called back. You can choose the script that will accompany the voicemail when routed to the agent.

PureCloud routes the voicemail as a Callback, so the agent receives a Callback interaction with the assigned script pop, can listen to the message and then call the person back at the designated number.

Here's an example of what it looks like in my org:

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback

Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

The blue box is the custom script I created (I like blue background) and assigned in Architect in the Transfer to Voicemail action.

So, it is the script the agent will read when they get connected to the customer after clicking the Begin Call to initiate the callback phone call.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-17-2019 09:17
From: Greg Beal
Subject: Ability for customer to leave message for a Callback

George,
What is that in the blue box in the image you posted here? Is that some kind of script page block or section? Some kind of TTS that plays on the callback? I'd like to find a way to make that appear in the Salesforce Embedded Client, is that possible?

------------------------------
Greg Beal
ConvergeOne

Original Message:
Sent: 07-16-2019 10:03
From: George Ganahl
Subject: Ability for customer to leave message for a Callback

That is not a feature, no.

The feature you might use instead of the Callback would be Voicemail for the queue. When you transfer a caller to the queue's voicemail and someone leaves a message, the voicemail message gets queued and routed to an agent.

The Voicemail action lets you play a custom prompt, so you can prompt the caller to leave a short message as you describe (the customer doesn't need to know they are leaving a voicemail). You can assign a Callback Number, so if you want to be fancy prompt the caller for their callback number first, before the Transfer to Voicemail action, and gather the phone number where they want to be called back. You can choose the script that will accompany the voicemail when routed to the agent.

PureCloud routes the voicemail as a Callback, so the agent receives a Callback interaction with the assigned script pop, can listen to the message and then call the person back at the designated number.

Here's an example of what it looks like in my org:

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback

Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

We just live with Genesys yesterday and we are using the voice mail method that George mentioned. It is working great for us​.

------------------------------
Ben Marthin
Vehicle Service Group, LLC
------------------------------

Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback

Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

Good to hear! I did a little bit of testing, but nothing live in a contact center.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-17-2019 15:01
From: Ben Marthin
Subject: Ability for customer to leave message for a Callback

We just live with Genesys yesterday and we are using the voice mail method that George mentioned. It is working great for us​.

------------------------------
Ben Marthin
Vehicle Service Group, LLC

Original Message:
Sent: 07-16-2019 00:25
From: Amy Clifton
Subject: Ability for customer to leave message for a Callback

Hi Again!

We are wondering if the functionality exists for the customer to leave a brief message when they are requesting a call back?

Our call backs are setup automatically and means that an agent could complete the action and are having to just lead with "We are returning your call". This is proving difficult as we are returning calls to our centres, any one of the staff might pickup the phone, not just the person who requested the callback. Without the ability to know who requested the call back, or provide context around the question we are unable to determine who we need to speak with.

Ideally we would want something like "To request a callback, press X (followed by) please leave your name and a short message after the tone" then this message would be played to the agent before they complete the callback.

Thanks!

#callback #Basicfeaturesandfunctionality #Roadmap/NewFeatures

​​​​
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------