PureConnect

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  • 1.  Callbacks with Extension

    Posted 08-12-2024 13:41

    Is there a way to allow for customers to input their extension when requesting a callback that is presented through the IVR? When our queues build up we do offer the callback option so customer's do not have to wait, but if it is a large organization it can be challenging to find who it was that called in to our company. Is this possible?


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Nicole Lewis
    Supply House
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  • 2.  RE: Callbacks with Extension

    Posted 08-12-2024 14:24

    If it's a known external party that you know has extension dialing, you can look at the punctuation available for PureConnect dial strings to see if you can input a post connect dial string to pass the extension:  Entering Telephone Numbers

    If they don't you could look at collecting the data and then appending it to something that the agent would be able to see, like a simple screenpop or even just a specific attribute that they have access to see in their my interactions view that tells them there is an extension to dial.



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    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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  • 3.  RE: Callbacks with Extension

    Posted 08-12-2024 15:31

    Thanks Aaron, that is helpful for a scheduled call back.

    I was referring to the callback feature that is presented to the customers when they call in - so if they want a call back rather than wait on hold for the next available agent. We set up a call data action that pulls the info from the live call, but I did not see a way to allow for a customer to manually input an extension by the customer.  Was just curious if that was possible. 



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    Nicole Lewis
    Supply House
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  • 4.  RE: Callbacks with Extension

    Posted 08-12-2024 15:41

    Based on scheduled callback and data action, you're asking about PureCloud, but you're in the PureConnect section of the forums.

    You may want to ask in the PureCloud community. 

    To my knowledge, the architect based callback steps allow you to input a value of type PhoneNumber that doesn't support additional punctuation for pauses and other dialing values.  You can use a separate collect data step to get the customer to give you an alternate number and then pass that into your callback step as a variable if you just want a custom number that is different from the caller's ANI.



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    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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