Set up callbacks

If an agent gets a callback, they'll see Call and Play buttons instead of an answer button.

If the Play button is available, the caller has left a recorded voice message. Agents can click to listen to the message, but they can only listen to such messages before they make the callback.

When the callback ends, there's a risk that the agent didn't get an answer from the person they called. If so, the agent can postpone the callback, so that they'll automatically get it again later.

If required, you can set a limit for how many times agents can postpone callbacks: In the Administration Portal menu, select CLIENTS > General Settings. Then, in the Agent Default Settings section, specify the required maximum number in the Max callback postpones field.

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select the following:

   • Queue Advanced

   • CallBacks

3. Click Save

4. In the Administration Portal menu, select QUEUES > Voice Queues, and click a queue

5. In the top right corner, click ADVANCED

6. In Start Callback Offer, select Offer callback if a call is waiting in queue as number # or more, and change 0 to 1

7. In Start Callback Offer, select Offer callback if a call has waited more than # seconds, and change 0 to 10

8. In Callback Announcement, select Zylinc-cb-press-9-to-callback

9. In Frequency, select 10 sec

10. Select Offer Voicemail

11. Click Save

1. Close all running instances of ZyDesk (to make sure that the queue is unmonitored)

2. Install MicroSIP on test computer

   What's MicroSIP?
   
   MicroSIP is a third-party open source SIP softphone for Windows that you can download for free. MicroSIP is useful, for example when you need to:
   
   • Make calls to any phone number within the Zylinc solution, even when you haven't set up an integration to a third-party phone system yet. You can call, for example, Zylinc voice queues, IVR menus, or the announcement recording feature.
   
   • Use the softphone keypad to send DTMF tones to, for example, IVR menus, or the digit collection feature of a voice queue.
   
   • Make calls that pretend to be from any A-number. This is useful when you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes.

   Do I need to use MicroSIP?
   
   No. If you already have another way of calling phone numbers within your Zylinc solution, you can use that. Because some people may not yet have fully set up their phone system, they may find MicroSIP useful at the time when they go through this topic.

   MicroSIP can’t run on the same computer as ZyDesk, because the two softphone products use conflicting UDP ports. Because you already use Zylinc Windows Application Server to run ZyDesk, you must install MicroSIP somewhere else.

   MicroSIP requires a sound card and microphone, which isn't always available via remote desktop connections, so install MicroSIP directly on a computer that hasn't got ZyDesk installed, but has a sound card and microphone:

   1. Download and install MicroSIP
   2. In the MicroSIP menu, select Settings
   3. In DTMF-Method, select SIP-INFO
   4. In the MicroSIP menu, select Add Account...
   5. In SIP Proxy, enter <MediaServer>:5060, for example MediaServer:5060
   6. In Username, enter the A-number that you'll pretend to call from, for example +4512345678
   7. In Domain, enter the word domain (this field isn't used, but it mustn't be empty)
   8. If you find out the audio of your MicroSIP softphone doesn't work in both directions, and if your test computer has more than one network adapter installed, this problem can be because Zylinc media server can't reach the subnet of the network adapter that MicroSIP automatically decided to use. In that case, it may help to do the following: In Public Address of the MicroSIP account, change Auto to the IP address of a subnet that is reachable from Zylinc media server. You can also check that MicroSIP isn't being blocked by firewall rules, especially on the test computer.

   How to change the A-number that MicroSIP pretends to be calling from
   
   When you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes, it can be useful to change the A-number that MicroSIP pretends to be calling from.
   
   To do that:
   
   1. In the MicroSIP menu, select Edit Account...
   
   2. In Username, enter the A-number that you'll pretend to call from, for example +4512345678

3. Call the number of the queue from MicroSIP.

4. After 10 seconds, you’ll be offered to press 9 to request a callback.

5. Press 9, and complete the IVR menu to register callback

1. In the Administration Portal menu, select QUEUES > CallBacks

2. Verify that the callback that you previously requested is visible

1. Start ZyDesk, and log in as user who's a primary agent on the queue.

2. In the ZyDesk menu, select Actions > Administer Queues

3. Select the queue

4. The callback should be offered to you.

5. Click Answer. If a recorded voice message is available, you’ll see a play button.

   If you used MicroSIP, and you recorded a message, and you don't see the play button, it’s because MicroSIP couldn’t send RTP packets correctly, so that the wav file ended up without contents and was discarded.

6. Click the green Call button to initiate an outgoing callback to the registered number. The actual callback will fail and show an error message, because a working PBX integration isn’t set up yet.

7. Click Call once more.

8. In Reason Codes, select Postpone - No answer

9. Select 30 seconds

10. If you wait for 30 seconds, the callback procedure will repeat. Unless you've specified a limit in the Administration Portal, you can postpone a failed callback as many times as you want, or select a future date to retry.

If you want to give up the callback, you can select No answer in Reason codes, or you can delete the callback in the Administration Portal.