Getting Started with Callback Cloud
Getting Started with Callback Cloud
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Getting Started with Callback Cloud
Getting Started with Callback Cloud Welcome to Callback Cloud, a hosted callback solution that allows you to easily implement callback strategies. This guide is designed to provide you with everything you need to configure your Callback Cloud instance to start receiving callback requests.
BEFORE YOU BEGIN 1. Have you identified your holding queues that will be offering callbacks through Callback Cloud? 2. Do you know the holding phone numbers associated with those queues? 3. Did you create high priority queues so Callback Cloud knows where to send customer first callbacks?
Tasks: • How can I find my way around the user interface? • How do I define my organizational hours? • How do I configure Call Targets? • How do I provision phone numbers and assign them to my Call Targets? • What are the default voice experiences for registration and callbacks?
FINDING YOUR WAY AROUND Take a quick tour of the Callback Cloud interface. You can get anywhere within the application from the top and side menus. You can also login to your callback cloud instance by going to https://callback.virtualhold.com.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
The toggle menu button will expand and collapse the side navigation menu.
Displays the organization name.
Displays the alert notifications. Click the Bell icon to see all the notifications for your instance.
Displays your Virtual Hold support options to include product documentation.
Displays the current user's email address. Click on the address to access profile information to include password reset.
The Dashboards side navigation menu. Here you can navigate to the Callback Status and Metrics pages.
The Reporting side navigation menu. Here you can navigate to the Call Detail and Reports pages.
The Configuration side navigation menu. Here you can setup your organization, configure call targets, and provision phone numbers for your Callback Cloud instance. Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
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DEFINING YOUR ORGANIZATION'S HOURS The first step in configuring your Callback Cloud instance is defining your organization's hours. Hours defined here will be the default hours used by all newly created Call Targets unless otherwise changed. Use the following steps to setup your organization's hours:
Step 1: Under Configuration on the side navigation menu, click Organization.
Step 2: Click the Hours Tab. Step 3: Choose your organization's time zone from the drop down menu. Step 4: Click +Add Hours Entry.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Step 5: Using the dropdown menu, pick the first day of the week you are open. If you are open 7 days a week, choose the Everyday option. Step 6: Enter your opening and closing hours for that day. Click AM or PM to select the right choice.
Tip: Repeat steps 3-6 for any additional days the organization is open.
Step 7: Scroll up to the header and click Save Changes to update the hours for your organization. Step 8: Click Publish to activate your changes in the system. ^ Back to Top
CONFIGURING CALL TARGETS A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy will impact the user and business experiences and determine how a callback request is treated for a particular Call Target. Use the following steps to configure a call target:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Step 1: Under Configuration on the side navigation menu, click Call Targets. Step 2: Click Add New CT to open a new Call Target configuration page.
Step 3: On the General Tab, add a Name that describes the call target.
Best Practice: Use the same name already associated to the holding queue. For example, if this Call Target is associated with the Sales holding queue, then consider using Sales to name the Call Target as well. Step 4: Determine your Registration Settings by choosing the best option(s) for your Call Target. Registration settings directly affect the callback registration experience for the caller.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Callback Offer: Select this box if you want to give the caller the option to accept a callback or remain on hold for the next available agent. Otherwise, if left unchecked the caller will not be given an option to remain on hold, but instead, will be automatically directed to callback registration.
If Callback Offer is selected, Holding Number will appear. Add the number where Callback Cloud can send the caller if he or she chooses to remain on hold. This should match the number associated with the holding queue.
Announce Automatic Number Identification (ANI): Select this box to present the caller with the option to use their ANI as the return callback number. The number will be played back so the caller can accept or reject using this option. If rejected, the caller will be prompted to enter another callback number to dial.
Announce ECBT: Select this box to announce the Estimated Callback Time (ECBT) to the caller. The ECBT is the approximate amount of time the caller can expect to wait before receiving a callback. When selected, the current callback time is quoted to the caller using a 20% buffer below and above the calculated time. For example, if the ECBT is ten minutes, the caller will hear the expected callback time is between 8 and 12 minutes.
Step 5: Determine the Dial Settings for your Call Target. Dial settings allow you to specify how the callbacks will be dialed and defines the telephony type that will be used when making the callback.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Telephony Type: Choose PSTN to deliver callbacks over the standard telephone network or choose SIP to deliver callbacks through a Voice over Internet Protocol (VoIP) connection.
Call Center Phone Number: Add either the telephone number or SIP address that will be dialed to connect the callback to the corresponding holding queue.
Best Practice: When using a Customer First Callback Strategy, we recommend a call target phone number that routes to a high priority queue so the customer does not have to wait on hold for a long period of time before being connected to an agent. Post Dial DTMF: Enter the digits that are required to be outpulsed to the correct callback destination after the callback is connected. If a pause between digits or a set of digits is required (for example, when you are navigating different branches of an IVR menu), use a w. As an example, after being connected an IVR prompts the system to play a 1 for the company directory and then a 2413 for the caller's extension, the DTMF digits configured would be: 1w2413.
Callback CID: Enter the phone number you want to appear on the caller's phone display when they receive the callback.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Disclaimer: Federal and some state laws prohibit broadcasting of a number on a caller's screen that does not accept incoming calls.
Best Practice: Enter a valid phone number that can accept incoming calls otherwise, leave this option blank. Step 6: Define the callback strategy for your Call Target; this can either be Agent or Customer First. Callback strategy is used to specify the callback experiences for both a caller and agent alike during the callback process.
Agent First Strategy Callback will dial the agent first, ensure the agent is connected, and then dial the customer. This ensures the agent is available when the customer is connected so that there is no wait time for the customer. When an agent is connected, they will need to confirm via DTMF that they are available. If the agent does not confirm, the callback will not be launched.
First Party Called: Choose Agent for agent first calling.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
On-deck Callback: Select this box if you want to call the customer prior to the agent confirming they are available. This option aims to introduce greater efficiency to the Agent First callback strategy by retrieving the customer before the agent has answered the call thus reducing the amount of time the agent is waiting on the line before speaking with the customer.
Best Practice: This option requires a steady average handle time to work effectively, therefore, we recommend leaving this option unchecked at first and use it to tune the efficiency of the call center as needed. Prompt customer to confirm callback: This option is selected by default and prompts the caller to accept the callback upon being connected during the callback process. If unselected, the caller will not be prompted to accept the callback, but instead, will immediately be connected to the agent's call leg.
Leave Voicemail on Early Hangup: This option will only be visible when Prompt customer to confirm callback is unchecked. When selected, the agent will be connected to the customer line immediately upon the customer’s phone answering. If the agent then releases/disconnects the call within 8 seconds upon hearing the voice mail greeting, the callback platform assumes the agent has reached a customer voicemail and leaves a message on their answering machine.
Max Queue Depth: Enter the number of simultaneous callbacks that can be placed into the priority queue awaiting an agent. By default, the queue depth for callbacks is set to 1. No additional callbacks will be placed for this call target if the maximum number defined is reached. Any additional callbacks that are due to be processed become waitlisted until capacity allows for their processing.
Best Practice: For Agent First strategy, we recommend setting Max Queue Depth to unlimited. Max Active Calls: Enter the number of simultaneous callbacks that can be handled at a time. By default, the maximum active calls is set to unlimited. This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “Active” is defined as a call in which both parties are connected to the call (caller and agent). The system will waitlist any additional calls above the set simultaneous limit.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Minimum Callback Delay (seconds): This setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds, but can be adjusted using the slider.
Retries: The Retries setting determines how many times a callback should be retried when an attempt was unsuccessful. Unsuccessful callback attempts can occur when: • the caller does not answer after a number of ring attempts. • an answering machine or voicemail intercepts the call. • a busy signal is encountered indicating that the line is engaged. • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call. Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted.
Customer First Strategy Callback will dial the customer first, ensure the customer is connected and accepts the callback, and transfer the customer to a priority holding queue to be answered by the next available agent.
First Party Called: Choose Customer for customer first calling.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Wait for live Agent: When selected, VHT Callback Cloud will wait for a live agent confirmation before connecting the call with the customer. Also, when selected the Max Queue Depth and Priority Queue Timeout (seconds) will appear.
Max Queue Depth: Only displayed when Wait for live Agent is checked. Enter the number of simultaneous callbacks that can be placed into the priority queue awaiting an agent. By default, the queue depth for callbacks is set to 1. No additional callbacks will be placed for this call target if the maximum number defined is reached. Any additional callbacks that are due to be processed become waitlisted until capacity allows for their processing.
Priority Queue Timeout (seconds): Only displayed when Wait for live Agent is checked. Priority queue timeout indicates a timeout value for a callback has been placed in a priority holding queue but has yet ot be answered by an agent. When the timeout is reached, the waiting customer will be automatically bridged to the agent/company leg of the call. By default the timeout is set to 0 or Infinite, meaning that no timeout applies. To set an alternate timeout, move the slider to the right until the desired timeout value is reached.
Max Active Calls: Enter the number of simultaneous callbacks that can be handled at a time. By default, the maximum active calls is set to unlimited. This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “Active” is defined as a call in which both parties are connected to the call (caller and agent). The system will waitlist any additional callbacks above the set simultaneous limit.
Minimum Callback Delay (seconds): This setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds, but can be adjusted using the slider.
Retries: The Retries setting determines how many times a callback should be retried when an attempt was unsuccessful. Unsuccessful callback attempts can occur when: • the caller does not answer after a number of ring attempts. • an answering machine or voicemail intercepts the call. • a busy signal is encountered indicating that the line is engaged. • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted.
Step 7: Define the End of Handling strategy for your Call Target. Next Day Callback offers callers the option to wait on hold for the next available agent or schedule a callback for the next business day.
Offer Next Day Callbacks:Select this option if you want to offer callers the option to schedule a callback for the next business day. Selecting this option will make additional options appear which are used to help configure the user experience. They are:
Next Day Callback Max: This option determines the number of callbacks that can be scheduled for the next business day. The default option is 100 calls but can be scaled up or down by entering the number in the space provided. For instance, if 10 is entered in the provided space, the system will only allow 10 calls to be scheduled each day for a next day callback.
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Getting Started with Callback Cloud
Next Day Callback Delay: This option determines the length of time, in minutes, that callbacks can be scheduled after the start of the call center's hours of operation. For instance, if 60 minutes is used and the call center opens at 8 a.m., the system will not allow callbacks to be launched until after 9 a.m. The default option is 60 minutes but can be changed to better service the business needs. The maximum value is 1440 minutes which is the number of minutes in a day.
Announce Time for Next Day Callbacks: Select this option if you want Callback Cloud to announce the time of day for the next day callback to the caller. This options provides the caller with an expectation as to when they should receive their schedule callback. If left unchecked, the system will simply respond to the caller with a time of morning or afternoon.
Use ECBT for End of Day: Selecting this option will use the Estimated Callback Time as a way to determine the end of day period. For instance, if the ECBT is 30 minutes and the call center closes at 5 p.m., Callback Cloud will start offering Next Day Callbacks at 4:30 p.m.
End of Day Fixed Margin: Selecting this option will use a fixed time when determining the end of day period. For instance, if 60 minutes is entered in the provided space and the call center closes at 5 p.m., Callback Cloud will start offering Next Day Callbacks at 4 p.m.
Return to Hold: Select this option if you want to allow the customer the option to return to hold and wait for the next available agent during the end of day period.
Step 8: Scroll up to the header and click Save Changes to add your call target. Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Step 9: Click Publish to activate the Call Target in your system.
Tip: Repeat these steps for additional Call Targets that need to be configured. ^ Back to Top
PROVISIONING PHONE NUMBERS In order to initiate a callback, phone numbers must be provisioned and associated with an active call target. Perform the following steps to provision phone numbers and assign them to a call target:
Step 1: Under Configuration found on the side navigation menu, click Phone Numbers.
Step 2: Click You should select one to open a list of available phone numbers.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Step 3: Type the Area Code in the appropriate block to narrow your search result to those numbers. Step 4: Click Provision to assign that number to you.
Step 5: Under the Target Type column, click Call Target for the number being provisioned. Step 6: Under the Assign Target column, use the dropdown menu to assign your Call Target to the phone number.
Tip: Repeat steps 2-6 for any additional phone numbers that need to be provisioned to a Call Target.
Note: You will not need to save or publish phone numbers.
Congratulations, you have successfully configured your Call Target and they are now ready to begin making callbacks.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Now take the time to review the default voice experiences that were created by your Call Target configuration for both registering and placing callbacks. ^ Back to Top
UNDERSTANDING THE DEFAULT VOICE EXPERIENCES Callback Cloud provides both customer and agent voice experiences using the Default Prompts. Below are default voice experiences for callback registration, Agent First and Customer First callback strategies.
Callback Registration The following voice experience is heard when a customer is registering for a callback using the default Call Target settings:
Callback Offer Selected The following voice experience is heard when a customer is registering for a callback and Callback Offer is selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Announce ANI Selected The following voice experience is heard when a customer is registering for a callback and Announce ANI is selected:
Announce Estimated Callback Time (ECBT) Selected The following voice experience is heard when a customer is registering for a callback and Announce ECBT is selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
All Options Selected The following voice experience is heard when a customer is registering for a callback and Callback Offer, Announce ANI, and Announce ECBT are all selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
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Getting Started with Callback Cloud
Agent First Callback Strategy The following voice experience is heard during an Agent First callback using the default settings:
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Getting Started with Callback Cloud
Customer First Callback Strategy The following voice experience is heard during a Customer First callback using the default settings:
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Getting Started with Callback Cloud
^ Back to Top
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Getting Started with Callback Cloud Welcome to Callback Cloud, a hosted callback solution that allows you to easily implement callback strategies. This guide is designed to provide you with everything you need to configure your Callback Cloud instance to start receiving callback requests.
BEFORE YOU BEGIN 1. Have you identified your holding queues that will be offering callbacks through Callback Cloud? 2. Do you know the holding phone numbers associated with those queues? 3. Did you create high priority queues so Callback Cloud knows where to send customer first callbacks?
Tasks: • How can I find my way around the user interface? • How do I define my organizational hours? • How do I configure Call Targets? • How do I provision phone numbers and assign them to my Call Targets? • What are the default voice experiences for registration and callbacks?
FINDING YOUR WAY AROUND Take a quick tour of the Callback Cloud interface. You can get anywhere within the application from the top and side menus. You can also login to your callback cloud instance by going to https://callback.virtualhold.com.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
The toggle menu button will expand and collapse the side navigation menu.
Displays the organization name.
Displays the alert notifications. Click the Bell icon to see all the notifications for your instance.
Displays your Virtual Hold support options to include product documentation.
Displays the current user's email address. Click on the address to access profile information to include password reset.
The Dashboards side navigation menu. Here you can navigate to the Callback Status and Metrics pages.
The Reporting side navigation menu. Here you can navigate to the Call Detail and Reports pages.
The Configuration side navigation menu. Here you can setup your organization, configure call targets, and provision phone numbers for your Callback Cloud instance. Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
^ Back to Top
DEFINING YOUR ORGANIZATION'S HOURS The first step in configuring your Callback Cloud instance is defining your organization's hours. Hours defined here will be the default hours used by all newly created Call Targets unless otherwise changed. Use the following steps to setup your organization's hours:
Step 1: Under Configuration on the side navigation menu, click Organization.
Step 2: Click the Hours Tab. Step 3: Choose your organization's time zone from the drop down menu. Step 4: Click +Add Hours Entry.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Step 5: Using the dropdown menu, pick the first day of the week you are open. If you are open 7 days a week, choose the Everyday option. Step 6: Enter your opening and closing hours for that day. Click AM or PM to select the right choice.
Tip: Repeat steps 3-6 for any additional days the organization is open.
Step 7: Scroll up to the header and click Save Changes to update the hours for your organization. Step 8: Click Publish to activate your changes in the system. ^ Back to Top
CONFIGURING CALL TARGETS A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy will impact the user and business experiences and determine how a callback request is treated for a particular Call Target. Use the following steps to configure a call target:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Step 1: Under Configuration on the side navigation menu, click Call Targets. Step 2: Click Add New CT to open a new Call Target configuration page.
Step 3: On the General Tab, add a Name that describes the call target.
Best Practice: Use the same name already associated to the holding queue. For example, if this Call Target is associated with the Sales holding queue, then consider using Sales to name the Call Target as well. Step 4: Determine your Registration Settings by choosing the best option(s) for your Call Target. Registration settings directly affect the callback registration experience for the caller.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Callback Offer: Select this box if you want to give the caller the option to accept a callback or remain on hold for the next available agent. Otherwise, if left unchecked the caller will not be given an option to remain on hold, but instead, will be automatically directed to callback registration.
If Callback Offer is selected, Holding Number will appear. Add the number where Callback Cloud can send the caller if he or she chooses to remain on hold. This should match the number associated with the holding queue.
Announce Automatic Number Identification (ANI): Select this box to present the caller with the option to use their ANI as the return callback number. The number will be played back so the caller can accept or reject using this option. If rejected, the caller will be prompted to enter another callback number to dial.
Announce ECBT: Select this box to announce the Estimated Callback Time (ECBT) to the caller. The ECBT is the approximate amount of time the caller can expect to wait before receiving a callback. When selected, the current callback time is quoted to the caller using a 20% buffer below and above the calculated time. For example, if the ECBT is ten minutes, the caller will hear the expected callback time is between 8 and 12 minutes.
Step 5: Determine the Dial Settings for your Call Target. Dial settings allow you to specify how the callbacks will be dialed and defines the telephony type that will be used when making the callback.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Telephony Type: Choose PSTN to deliver callbacks over the standard telephone network or choose SIP to deliver callbacks through a Voice over Internet Protocol (VoIP) connection.
Call Center Phone Number: Add either the telephone number or SIP address that will be dialed to connect the callback to the corresponding holding queue.
Best Practice: When using a Customer First Callback Strategy, we recommend a call target phone number that routes to a high priority queue so the customer does not have to wait on hold for a long period of time before being connected to an agent. Post Dial DTMF: Enter the digits that are required to be outpulsed to the correct callback destination after the callback is connected. If a pause between digits or a set of digits is required (for example, when you are navigating different branches of an IVR menu), use a w. As an example, after being connected an IVR prompts the system to play a 1 for the company directory and then a 2413 for the caller's extension, the DTMF digits configured would be: 1w2413.
Callback CID: Enter the phone number you want to appear on the caller's phone display when they receive the callback.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Disclaimer: Federal and some state laws prohibit broadcasting of a number on a caller's screen that does not accept incoming calls.
Best Practice: Enter a valid phone number that can accept incoming calls otherwise, leave this option blank. Step 6: Define the callback strategy for your Call Target; this can either be Agent or Customer First. Callback strategy is used to specify the callback experiences for both a caller and agent alike during the callback process.
Agent First Strategy Callback will dial the agent first, ensure the agent is connected, and then dial the customer. This ensures the agent is available when the customer is connected so that there is no wait time for the customer. When an agent is connected, they will need to confirm via DTMF that they are available. If the agent does not confirm, the callback will not be launched.
First Party Called: Choose Agent for agent first calling.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
On-deck Callback: Select this box if you want to call the customer prior to the agent confirming they are available. This option aims to introduce greater efficiency to the Agent First callback strategy by retrieving the customer before the agent has answered the call thus reducing the amount of time the agent is waiting on the line before speaking with the customer.
Best Practice: This option requires a steady average handle time to work effectively, therefore, we recommend leaving this option unchecked at first and use it to tune the efficiency of the call center as needed. Prompt customer to confirm callback: This option is selected by default and prompts the caller to accept the callback upon being connected during the callback process. If unselected, the caller will not be prompted to accept the callback, but instead, will immediately be connected to the agent's call leg.
Leave Voicemail on Early Hangup: This option will only be visible when Prompt customer to confirm callback is unchecked. When selected, the agent will be connected to the customer line immediately upon the customer’s phone answering. If the agent then releases/disconnects the call within 8 seconds upon hearing the voice mail greeting, the callback platform assumes the agent has reached a customer voicemail and leaves a message on their answering machine.
Max Queue Depth: Enter the number of simultaneous callbacks that can be placed into the priority queue awaiting an agent. By default, the queue depth for callbacks is set to 1. No additional callbacks will be placed for this call target if the maximum number defined is reached. Any additional callbacks that are due to be processed become waitlisted until capacity allows for their processing.
Best Practice: For Agent First strategy, we recommend setting Max Queue Depth to unlimited. Max Active Calls: Enter the number of simultaneous callbacks that can be handled at a time. By default, the maximum active calls is set to unlimited. This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “Active” is defined as a call in which both parties are connected to the call (caller and agent). The system will waitlist any additional calls above the set simultaneous limit.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Minimum Callback Delay (seconds): This setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds, but can be adjusted using the slider.
Retries: The Retries setting determines how many times a callback should be retried when an attempt was unsuccessful. Unsuccessful callback attempts can occur when: • the caller does not answer after a number of ring attempts. • an answering machine or voicemail intercepts the call. • a busy signal is encountered indicating that the line is engaged. • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call. Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted.
Customer First Strategy Callback will dial the customer first, ensure the customer is connected and accepts the callback, and transfer the customer to a priority holding queue to be answered by the next available agent.
First Party Called: Choose Customer for customer first calling.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Wait for live Agent: When selected, VHT Callback Cloud will wait for a live agent confirmation before connecting the call with the customer. Also, when selected the Max Queue Depth and Priority Queue Timeout (seconds) will appear.
Max Queue Depth: Only displayed when Wait for live Agent is checked. Enter the number of simultaneous callbacks that can be placed into the priority queue awaiting an agent. By default, the queue depth for callbacks is set to 1. No additional callbacks will be placed for this call target if the maximum number defined is reached. Any additional callbacks that are due to be processed become waitlisted until capacity allows for their processing.
Priority Queue Timeout (seconds): Only displayed when Wait for live Agent is checked. Priority queue timeout indicates a timeout value for a callback has been placed in a priority holding queue but has yet ot be answered by an agent. When the timeout is reached, the waiting customer will be automatically bridged to the agent/company leg of the call. By default the timeout is set to 0 or Infinite, meaning that no timeout applies. To set an alternate timeout, move the slider to the right until the desired timeout value is reached.
Max Active Calls: Enter the number of simultaneous callbacks that can be handled at a time. By default, the maximum active calls is set to unlimited. This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “Active” is defined as a call in which both parties are connected to the call (caller and agent). The system will waitlist any additional callbacks above the set simultaneous limit.
Minimum Callback Delay (seconds): This setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds, but can be adjusted using the slider.
Retries: The Retries setting determines how many times a callback should be retried when an attempt was unsuccessful. Unsuccessful callback attempts can occur when: • the caller does not answer after a number of ring attempts. • an answering machine or voicemail intercepts the call. • a busy signal is encountered indicating that the line is engaged. • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted.
Step 7: Define the End of Handling strategy for your Call Target. Next Day Callback offers callers the option to wait on hold for the next available agent or schedule a callback for the next business day.
Offer Next Day Callbacks:Select this option if you want to offer callers the option to schedule a callback for the next business day. Selecting this option will make additional options appear which are used to help configure the user experience. They are:
Next Day Callback Max: This option determines the number of callbacks that can be scheduled for the next business day. The default option is 100 calls but can be scaled up or down by entering the number in the space provided. For instance, if 10 is entered in the provided space, the system will only allow 10 calls to be scheduled each day for a next day callback.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Next Day Callback Delay: This option determines the length of time, in minutes, that callbacks can be scheduled after the start of the call center's hours of operation. For instance, if 60 minutes is used and the call center opens at 8 a.m., the system will not allow callbacks to be launched until after 9 a.m. The default option is 60 minutes but can be changed to better service the business needs. The maximum value is 1440 minutes which is the number of minutes in a day.
Announce Time for Next Day Callbacks: Select this option if you want Callback Cloud to announce the time of day for the next day callback to the caller. This options provides the caller with an expectation as to when they should receive their schedule callback. If left unchecked, the system will simply respond to the caller with a time of morning or afternoon.
Use ECBT for End of Day: Selecting this option will use the Estimated Callback Time as a way to determine the end of day period. For instance, if the ECBT is 30 minutes and the call center closes at 5 p.m., Callback Cloud will start offering Next Day Callbacks at 4:30 p.m.
End of Day Fixed Margin: Selecting this option will use a fixed time when determining the end of day period. For instance, if 60 minutes is entered in the provided space and the call center closes at 5 p.m., Callback Cloud will start offering Next Day Callbacks at 4 p.m.
Return to Hold: Select this option if you want to allow the customer the option to return to hold and wait for the next available agent during the end of day period.
Step 8: Scroll up to the header and click Save Changes to add your call target. Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Step 9: Click Publish to activate the Call Target in your system.
Tip: Repeat these steps for additional Call Targets that need to be configured. ^ Back to Top
PROVISIONING PHONE NUMBERS In order to initiate a callback, phone numbers must be provisioned and associated with an active call target. Perform the following steps to provision phone numbers and assign them to a call target:
Step 1: Under Configuration found on the side navigation menu, click Phone Numbers.
Step 2: Click You should select one to open a list of available phone numbers.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Step 3: Type the Area Code in the appropriate block to narrow your search result to those numbers. Step 4: Click Provision to assign that number to you.
Step 5: Under the Target Type column, click Call Target for the number being provisioned. Step 6: Under the Assign Target column, use the dropdown menu to assign your Call Target to the phone number.
Tip: Repeat steps 2-6 for any additional phone numbers that need to be provisioned to a Call Target.
Note: You will not need to save or publish phone numbers.
Congratulations, you have successfully configured your Call Target and they are now ready to begin making callbacks.
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Now take the time to review the default voice experiences that were created by your Call Target configuration for both registering and placing callbacks. ^ Back to Top
UNDERSTANDING THE DEFAULT VOICE EXPERIENCES Callback Cloud provides both customer and agent voice experiences using the Default Prompts. Below are default voice experiences for callback registration, Agent First and Customer First callback strategies.
Callback Registration The following voice experience is heard when a customer is registering for a callback using the default Call Target settings:
Callback Offer Selected The following voice experience is heard when a customer is registering for a callback and Callback Offer is selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Announce ANI Selected The following voice experience is heard when a customer is registering for a callback and Announce ANI is selected:
Announce Estimated Callback Time (ECBT) Selected The following voice experience is heard when a customer is registering for a callback and Announce ECBT is selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
All Options Selected The following voice experience is heard when a customer is registering for a callback and Callback Offer, Announce ANI, and Announce ECBT are all selected:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Agent First Callback Strategy The following voice experience is heard during an Agent First callback using the default settings:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
Customer First Callback Strategy The following voice experience is heard during a Customer First callback using the default settings:
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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Getting Started with Callback Cloud
^ Back to Top
Copyright 2017 Virtual Hold Technology, LLC This document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.
Generated on March 23, 2017
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