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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.