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Voice CallBacks

Introduction​

Callbacks, if enabled within your NEONNOW instance represent a customer who wanted to keep their 'virtual' place in queue, but not wait on the phone. They can choose to register a callback.

Callbacks will be delivered to contact centre agents just like any other queue-based interaction, however when the CallBack is delivered to the agent, that is when the customer is dialled.

Receiving CallBacks​

Notifications​

The following notification will be shown when callback has been routed. Upon accepting, an outbound call will automatically be made to the customer.

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Once connected, the screen will update to show the connected call, per a standard call.

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Standard Call Actions​

Following the successful connection of the call, standard call actions apply, such as wrap up codes, and transfers.