User guide

IVR Routing
141
Callbacks
A callback identifies a caller from the information provided in the caller’s message, left by phone
or email, and makes a return telephone call. Voice callbacks provide callers in queue with the
option of entering their phone number an a voice message requesting a queued callback. Web
callbacks enable customers to submit requests for contact using a form on the Web. Callbacks
provide customers with a flexible alternatives to waiting in queue or initiating contact with an
agent, reducing frustration. Callbacks also reduce trunk costs.
Music on hold
Visual Workflow Manager enables you to configure, manage, and assign Music on Hold playlists
to queues to be played to callers during a call flow. Playlists can contain music or prerecorded
information messages, and maybe associated with more than one queue, enabling managers
to play specific types of Music on Hold to the various customer types that call their business.
Time in Queue
You can configure Time in Queue messages to be played to callers while they are in queue.
Time in Queue messages are based on real-time ACD statistics and inform callers of the
expected wait time before the call in answered, helping to reduce caller frustration with wait
times in queue.
Updated Position in Queue
You can configure Updated Position in Queue messages to be played to calls while in queue.
These messages inform customers of their initial queue position and keep them informed of
their position as it changes at preset intervals.
Port Status Monitor
The Port Status Monitor enables managers and supervisors to monitor all of their contact center
functions from one central location in Contact Center Client, using Contact Center Client's
functionality, such as alarming, device control (port reset, set in/out of emergency mode), and
sorting and filtering data. Users can view all ports, their states, and usage statistics, as well as
reset port states for problematic ports directly from the Contact Center Client monitor.
Port Sizing Tool
The Port Sizing Tool is a web-based wizard that guides you through the process of determining
how many ports you require for your contact center. The Port Sizing Tool takes messaging,
RAD, Updated Position in Queue, and callback requirements into consideration to accurately
forecast a contact center’s port requirements.