Queuing and Automatic Callbacks?

[cg11]

I know IPO and VMPro is very powerful....not sure if the below can be done via vmpro.

Guys, any ideas if this is possible?

What I would like to know if there is a way that we can have someone in a queue (say 5 minutes) and have them press a number (callback activation) and we (the IPO/VmPro) automatically calls them back when the call would have been initially answered (5 minutes)?

I know we can setup a somewhat manual process using "Leavemail" and the call can be returned once the vm is checked.

The above is for a very busy call center providing technical support.

 

[janni78]

You should get a Call Center application, don't see how you could build an acceptable solution with VM Pro for a busy CC.

"Trying is the first step to failure..." - Homer

 

[cg11]

Customer has Xima Chronicall Reporting Software, I know this won't work. What apps are you thinking about? Suggestions?

 

[janni78]

Depends on what the other requirements are, you have IPOCC & ACCS from Avaya that does this although for ACCS it costs a small fortune or some 3rd party CC.

As long as you only need reporting and basic incoming call routing Xima works fine, but when you wanna add more to it a real CC solution is they way to go.

"Trying is the first step to failure..." - Homer

 

[cg11]

Got it...thx. Customer has small fortune invested in Xima (about 40K USD). Perhaps a third party app will do the trick. Guys/gals any suggestions on what app to use for the above?

 

[Pepp77]

I do not know of a way to do it natively within the IPO, but there is a product called Queue Buster (

https://info.queuebuster.net/queue-...Pk3INQpgHqDSlk92qZWyK1-l3EjczrxKUaArzs8P8HAQ)

that does this. You can at any point in the VM Pro call flow offer the caller the option for a callback. When they choose it QB takes the details of the caller and lets them go, it then creates a phantom call to the group which when answered advises the agent and then places an outbound call to the caller and when answered connects that to the agent.

The link between the IPO and the QB is a SIP trunk.

| ACSS SME |

 

[cg11]

Pepp77,

Thanks for the info. I will research Queuebuster product and post back my findings. Do you know anyone who has used their product and maybe feedback on them?

 

[janni78]

Seems like a neat solution, would have needed that for a customer 2 years ago =)

What you need to consider how this affects reporting etc.
The customer will exit the queue and the application will place the call last in queue again so they won't keep their actual position.
Also reporting in Xima will probably show the first call as answered and the callback call will be a new call into the system.
This will probably be fine though for most basic needs.

"Trying is the first step to failure..." - Homer

 

[cg11]

jannie78,

Thanks for the insight on call reporting impacts. I am looking at VMPro Campaings and CCC. One or both of these may work. Customer is at R9.1 and has old licenses for CCC dating back to R4.1 or R5. I am not sure if the CCC will work with R9.1? The CCC licenses do show as valid (I think).

 

[janni78]

CCC is what got replaced by CCR, it doesn't do anything Xima doesn't do.

"Trying is the first step to failure..." - Homer

 

[Okkie26]

Though, I think you can do this wih VM pro...

(I build this myself once )....