Set up callback

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A callback is when someone who originally called your organization has chosen to be called back when it’s their turn, so that they don't have to wait in the queue.

Historically, callback has been implemented in a way that reminded agents to manually call back the original caller after a certain time, which sometimes meant that agents called back the original caller in vain. In Novus, however, we've fully automated the callback mechanisms in order for agents to use their time efficiently. In Novus, callback works like this:

• A caller waits in queue, and if the configured callback offering criteria are met, the caller gets the possibility of being called back.

• An IVR (Interactive Voice Response) menu offers to call back the caller when they’re number 1 in the queue.

• The caller accepts by pressing a digit.

• The IVR menu asks the caller to confirm their number or specify an alternative number.

• The caller confirms their number or enters an alternative number, and then hangs up.

• The caller keeps their spot in the queue, and when the caller’s queue position is number 1, Novus automatically calls back the caller.

• If the caller answers, they're greeted by an announcement followed by an IVR menu where they can select to return to the queue as the first caller in line, cancel their callback request, etc. If the call isn't answered, Novus can automatically retry later.

  What if the callback is answered by voicemail? If people don't answer themselves, and a callback is then answered by voicemail, the Novus IVR menu won't get any input, and after a certain time, Novus will abandon the callback attempt, and retry later according to the retry criteria described in the following.

• If the caller selects to return to the queue, Novus automatically offers their call to the next available agent, who gets the call as a normal incoming call, but visually marked as a callback.

• This means that agents won’t spend time on making manual callbacks, with the risk of not getting answers, needing to postpone the manual callbacks, etc.

You set up callback configurations separately from the actual queue setup. Then you can refer to the callback configuration from the configuration of each queue that should offer callback. The benefit of that is that you can reuse a callback configuration across many queues, so that you don't have to specify the same settings again and again if you set up multiple queues that should have similar settings.

This is how you set up a callback configuration:

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Callback.

2. Click Create new, or click Edit next to the name of an existing callback configuration.

3. Specify these settings:

   • Start offering callback when queue length reaches: Begin to offer callback when there's more than a certain number of calls waiting in queue.

   • Start offering callback when waiting time reaches: Begin to offer callback when queue waiting time is higher than a certain limit.

   • Stop offering callback when remaining queue opening time reaches: Because it can take some time before the caller is called back, you should typically stop offering callback some time before the queue closes. This setting will then be used even if the callback offering criteria (queue length and waiting time) are met.

   • Maximum number of callback retries: If the caller doesn't answer the first automatic callback from Novus, this setting determines how many times Novus should try to call back the caller before giving up.

   • Callback retry interval: If the caller doesn't answer the first automatic callback from Novus, this setting determines how long Novus should wait before trying to call back the caller again.

   • Interval between playing the callback announcement: This setting determines how often the audio announcement about the possibility of being called back should be played if callback offering criteria (queue length and waiting time) are met when callers initially join the queue.

   • Callback DTMF digit: Select which digit callers should press to accept the possibility of being called back (other digits, for example for declining, are automatically allocated).

   • SIP trunk to use for callback: In IP telephony, a SIP trunk is a virtual version of an analog phone line. Just like an analog phone line, a SIP trunk can be thick or thin, that is it can have many or few channels. Select the SIP trunk to use for callback.

   • Callback offering announcement: Select the audio announcement that callers, who have requested to be called back, will hear when Novus automatically calls them back. You can use a default system announcement, or another system announcement that you think is suitable, but many organizations prefer to use a custom announcement that they've uploaded to Novus, because that can include the organization's name, etc.

     • Use default system announcement: Select Yes if you want to use the default system announcement. Select No if you want to use another system announcement or a custom announcement.

     • Announcement type: If you selected not to use the default system announcement, you can select whether you should then use a system or custom announcement.

     • Name: Select the audio announcement to use.

4. When you're ready, click Save.

You now have a callback configuration that you can refer to when you set up queues. A single callback configuration may well be all that you need, but remember that you can set up multiple callback configurations if required.

Related: Set up queues