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This Article explains how to enable Callback feature for Call groups. Available from WMS Version 3. 88.42218.38 Created: September 2018 Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/wAmIAQCh7OAQ |
| Table of Contents |
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Dialplan configuration
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| Example |
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| $[! ${REGEX("^[+0-9][0-9]{6,14}$" ${CALLERID(num)})}] |
Procedure 3: cgCbEnteringPhone
The procedure is used to enter another phone number:
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default - play message "Please enter the phone number. Otherwise you may press 9 to return to the queue on hold" and wait for the response.
Procedure 4: cgCbValidatePhone
The procedure checks the callback number:
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default - the number to playback the client's phone number which he entered: "You have entered the following phone number: <say-as interpret-as='telephone'>${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".
Procedure 5: cgCbIn
The procedure is used for adding a callback to the queue for the same position:
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Example |
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| Queue(${QUEUENAME},Cr,,,,,,,,${QUEUEPOSITION}) |
Procedure 6: cgCbOut
The procedure is executed when an operator answers a call. It is used for making outgoing call to customers and handling error/ notifications:
Setting the variable "PRESERVE_CID" allows you to save the Caller ID name of the original call.
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- Go to WMS Dialplan -> Call Groups
- Select the Call group and click Edit strategy
- Change Dialplan procedure for the Group -> Select cgCbRequestCallback (Procedure 1):
| Note |
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Note: To notify customers about the callback possibility, you have to playback the callback announcement before entering the Call group. The announcement (or a custom music-on-hold in the Call group) is also required to process DTMF. |
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Set -> ORIGINATE_VARIABLES -> QUEUENAME=${QUEUENAME},QUEUEPOSITION=${QUEUEPOSITION},TAGS="${TAGS}"
- in the Dialplan procedure "cgCbIn" add the following rule to the called number [+0-9]X. :
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- Use Set -> Tags -> ${TAGS}, newCustomTag in the Dialplan procedures "cgCbIn" and "cgCbOut" to add more tags preserving the old ones
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