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  • 1.  Architect/IVR Callbacks

    Posted 03-21-2018 11:35
    No replies, thread closed.

    Hi everyone,

     

    I have some questions related to Architect/IVR Callbacks.

     

    From what I understood, when the Client request a callback through IVR, he/she can enter a callback number and disconnects the call, then an object takes the same queue place (as if the call continues waiting). When it comes its turn, this "object" is routed to the next available agent and the agent makes an outbound call to the client.

    • Is this description the expected behavior?
    • Is it possible to change this behavior? For instance:
      • Can it be configured to prioritize the calls that are waiting and didn't requested callback instead of the ones that requested callback? In order to first answer the calls that are actually waiting and then answer callback requests.
      • Can these callbacks be done later? for example, next day?
    • On Purecloud Platform, where can we see the number of these callbacks in real-time? And later, in which report?

     

    Thank you in advance.

    Best regards,

    Ana Laia

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Architect/IVR Callbacks

    Posted 03-21-2018 13:46
    No replies, thread closed.
    I don't believe callbacks can be de-prioritized directly, but they can be created in a separate queue that is staffed independently or has agents activated for it only when the main waiting queue isn't as active, or the next day. The media type (like callback) can be chosen for several reports.

    ------------------------------
    R. J. Smith
    Genesys - Employees
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  • 3.  RE: Architect/IVR Callbacks

    Posted 03-23-2018 05:07
    No replies, thread closed.
    Instead of callback, I suggest using campaign with Simple Scripts. In IVR you can insert new record as data dip action. And now you can prioritize each row in a contact list (when you insert it).

    Regards.

    ------------------------------
    Rafal Gaworski
    Telefonix Sp. Z o.o
    ------------------------------



  • 4.  RE: Architect/IVR Callbacks

    Posted 03-23-2018 06:59
    No replies, thread closed.

    Hi everyone

    Thank you all for your answers!

     

    Rafal, you said " In IVR you can insert new record as data dip action.". To do this, will I need to configure an action using a third-party system or can I only use Purecloud to insert the callback contact to the outbound contact list?

    Thank you in advance.

    Best regards,
    Ana Laia



    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


  • 5.  RE: Architect/IVR Callbacks

    Posted 03-23-2018 07:08
    No replies, thread closed.
    Hi I mean to use a custom Pure Cloud data dip action (sorry for a mistake by says web services data dip action).

    You can do it on PureCloud solutions only without any web servers (it is a trick to use pure cloud API in IVR / SCRIPT actions). You use PureCloud API to "integrate" PureCloud with PureCloud even dow you don't must authorize your request ;-)




    About the PureCloud data actions integration - PureCloud Resource Center
    PureCloud Resource Center remove preview
    About the PureCloud data actions integration - PureCloud Resource Center
    Overview The web services data actions integration allows you to create custom actions... You can download your usage reports to see details about prior usage<g class="gr_ gr_245 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation multiReplace" id="245" data-gr-id="245">....</g> Default actions are automatically created when you add a data actions integration... Overview The CIC Data Connector synchronizes data between user accounts in CIC...
    View this on PureCloud Resource Center >


    Create a custom action for integrations - PureCloud Resource Center

    PureCloud Resource Center remove <g class="gr_ gr_513 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="513" data-gr-id="513"><g class="gr_ gr_511 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Grammar only-ins replaceWithoutSep" id="511" data-gr-id="511">preview</g></g>
    Create a custom action for integrations - PureCloud Resource Center
    When you add and activate a data action integration, PureCloud automatically adds [More]
    View this on PureCloud Resource Center >


    I hope that I help <g class="gr_ gr_539 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del" id="539" data-gr-id="539">some how</g>. 



    ------------------------------
    Rafal Gaworski
    Telefonix Sp. Z o.o
    ------------------------------

    Original Message


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