Inbound call handling setup

[WPR]

I'm setting up the callback (inbound) campaign for our predictive outbound campaign and I'm not sure how to make the inbound campaign behave in the way management would like it to.

The way they want the campaign to work is like this: When a customer calls us back, if no agents are available after 45 seconds, they'll get shunted off into a call menu that will present them with two options. Option 1 will be to schedule a callback and option 2 will be to add their number to our internal DNC list. Then after hours, when the agents call in, they'll go to another callmenu with a slightly different message that will give them the same options as the daytime menu.

What would your recommendations be for accomplishing this?

We're running Version 2.4-321a build, 110625-2338.

Thanks,
WP.

[williamconley]

Wait Time Option - This allows you to give customers options to leave the queue if their wait time is over the amount of seconds specified below. Default is NONE. If one of the PRESS_ options is selected, it will play the Press Filename defined below and give the customer the option to press 1 on their phone to leave the queue and run the selected option. The PRESS_STAY option will send the customer back to the queue without loosing their place in line.

Wait Time Option Callback List ID - If Wait Time Option is set to PRESS_CID_CALLBACK, this is the List ID the call is added to as a new lead if the customer presses the option key when presented with the option.

Use Wait Time Option to allow the caller to be added to a new list which will then generate an outbound call when an agent is available. If that list is in a 1:1 campaign or a manual dial campaign to be sure there is always an agent available ... these clients will get their call back in a few minutes perhaps from a special agent reserved for that purpose (who can keep an eye on the number of leads in his campaign and ask for more agents if he gets backed up ...).