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Dialplan configuration

This functionality feature allows the customer customers to request a callback instead of waiting for the operatoroperators' s responseresponse in case they are busy on the phone.

To configure this implement this functionality, you need to create configure 6 contexts. Or import them Dialplan procedures. 

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Procedure 1: cgCbRequestCallback

The

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procedure is used to exit

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a queue and go to

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IVR confirmation

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:

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Procedure 2: cgCbConfirm

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The procedure confirms a phone number/

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entering another number/

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returning to the queue/

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default - number for checking the original caller id. If the number is valid, then we offer the customer to order a call to this number, or enter another: "Press 1 have an agent call you back to the phone number <say-as interpret-as='telephone'>${CALLERID(num)}</say-as>. Press 2, to enter a different callback number. Press 3, to listen again. Press 0 to return to the queue on hold."

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 etc: 

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Where:

0 - the number to return to the queue at the same position as the caller before pressing 1.

To return to the queue with the music on hold, use the following custom application:

, where Where "class2" is the name of the MoH class.

To return to the queue without music on hold, use the following custom application variant:

1 - the number to create a new call instead of the current one.

To execute Originate(), you need to set the following channel variables:

and execute Custom application -> Originate(). After that, playback "Thank you for requesting a callback. You may now hang up and wait for our call. Goodbye".

2 - the number for entering a different callback phone

3 - number to repeat  the number for repeating the message

Context 3: cgCbEnteringPhone

Context for entering another phone number:

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where:

default - play message "Please enter the phone number. Otherwise you may press 9 default - the number for checking the original Caller ID. If the number is valid, then the system offers a customer to order a call to this number, or enter another:

"Press 1, have an agent call you back to the phone number <say-as interpret-as='telephone'>${CALLERID(num)}</say-as>. Press 2, to enter a different callback number. Press 3, to listen again. Press 0 to return to the queue on hold"." and wait response9 - 

Procedure 3: cgCbEnteringPhone

The procedure is used to enter another phone number:

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where:

9 - the number to return to the queue at the same position as the caller before pressing 9.

[0-8].  - the number to verify the input. If the entered number does not start from zero, the second digit is not zero and its length is not 7-15, then playback "The number you entered: <say-as interpret-as='telephone'>${ENTERED_NUMBER}</say-as> is incorrect."  and go to the default number. Otherwise, go to context Dialplan procedure "cgCbValidatePhone".:

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default - play message "Please enter the phone number. Otherwise you may press 9 to return to the queue on hold" and wait response

Procedure 4: cgCbValidatePhone

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The procedure checking the callback number:

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where:

default - number Where:

0 - a number to return to the queue at the same position as the caller before pressing 0.

1 - a number to confirm phone number.

2 - a number to re-enter phone.

3 - a number to repeat the message.

i, t - numbers for processing timeout and invalid input.

default - a number to playback the client's phone number, which he entered: "You have entered the following phone number: <say-as interpret-as='telephone'>${ENTERED_NUMBER}</say-as>", "Press 1 to confirm. Press 2 to try again. Press 3 to listen again. Press 0 to return to the queue on hold.".

i, t - numbers for processing timeout and invalid input.

0 - number to return to the queue at the same position as the caller before pressing 0

1 - number to confirm phone number

2 - number to re-enter phone

3 - number to repeat the message

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Procedure 5: cgCbIn

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The procedure is used for adding a callback to the queue for the same position

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:

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Procedure 6: cgCbOut

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The procedure is executed when

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an operator answers

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a call.

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It is used for making outgoing call to

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customers and handling error/ notifications

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Setting the variable "PRESERVE_CID" allows you to save the

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Caller ID name of the original call.

Enable Callback for Call groups

To enable the callback for Call groups, in the queue settings in the dialplan parameter, select the name of the first context (cgCbRequestCallback):Image Removed

• Go to WMS Dialplan -> Call Groups
• Select the Call group and click Edit strategy
• Change Dialplan procedure for the Group -> Select cgCbRequestCallback (Procedure 1):

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To notify customers about the possibility to have a callback, you have to playback a notification of the possibility of a callback before entering to the callgroup.NOTE

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