IP Office callback to an available agent

[Guilherme1000]

Hi, all.

I would like to set a callback configuration.

The customer makes a call via mobile phone to a especific E1 line. The IP Office receives the call, send a message (we'll be returning your call soon) and drops the call. After the customer hangs up the call, the ip office makes automatically a call to that external number and connect it to an available agent.

Please, help me!

 

[karlzre]

as far as i know it's not possible with IPO.

You can get a mail from VMpro and you have to call back manually.

You can do that with IPOCC i think. ( really expensive)
I think the latest version of Xima can do this.

https://ximacare.ximasoftware.com/hc/en-us/articles/115001547323-How-to-Configure-Queued-Callback

ACIS - ACSS

 

[IPGuru]

Sounds like a great way to piss of callers to me

In my experience when someone calls a help desk they expect to be able to reach an agent, even when call back is given as an option how may callers actually use it?



Do things on the cheap & it will cost you dear

 

[janni78]

People in different regions seem to have different opinions about callback =)
Here it's quite common and many prefer it over waiting in queue.
In other countries you expect to be able to talk to an agent right away or you'll call someone else.
Haven't encountered anywhere though were the system would right away register your phone number and disconnect the call without you choosing so.

It can be done in IPOCC (or ACSS) and is it expensive? Guess it depends what you compare to, and comparing to other CC solutions it's quite competitive in price.
You'll also get other feature so if just buying it for that feature then yes, it's expensive.

"Trying is the first step to failure..." - Homer

 

[tlpeter]

This is not available for the IPO, you will need to build it yourself.

BAZINGA!

I'm not insane, my mother had me tested!

 

[Westi]

tlpeter - you tease

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[tlpeter]

No tease, we did that. You will see the callback request in a webpage.
SQL needed and configured on VMPro.

BAZINGA!

I'm not insane, my mother had me tested!

 

[Westi]

Oh so basically it goes like this
- caller calls in and pushes the call back option
- VmPro verifies caller ID as callback and customer confirms or enters their callback number manually
- VmPro puts the number into a database
- you can see the entries on the webpage displayed and it will be deleted manually once the call is made

Nice.
would not want to set it up from scratch but nice.

I have done the first part with caller ID confirmation or manual input but it sends an email instead

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[tlpeter]

You are spot on Westi.
It requires some work and I have scripted half of it but I do not have the time to make it easier yet.

BAZINGA!

I'm not insane, my mother had me tested!

 

[Gunnaro]

IRRC I posted a callback setup back in 2016, complete with DB and VMPro mods

Kind regards

Gunnar
_______
Gone Fishing!