Set up and test callbacks from the queue

When this is done, callers waiting in a voice queue hear an offer to be called back. If they press the callback key, they hear a confirmation and can hang up. Their request becomes a callback task, and an agent calls them back when it's their turn.

Caller waits in the queue
  → hears the callback offer and presses the key
  → Schedule callback files the request, the caller hears the confirmation and the call ends
  → the callback campaign turns the request into a callback task
  → an agent takes the task and calls the customer back

It takes about 30 minutes. Roles involved: Administrator (Part 1), Agent (Part 2), Supervisor (Part 3).

Before you start

What	Who	Where
Access to the Voice section of the portal	Administrator	Roles
A voice channel to dial out from. The callback campaign only uses its phone number.	Administrator	Voice channels
An attribute that the agents who should make the callbacks have	Administrator	Attributes
A team with those agents and their supervisor	Administrator or supervisor	Teams
Two audio files: the offer and the confirmation	Whoever records your announcements	Callback offer files
A phone you can call the channel from, and an agent who can log in	Tester	–

The offer must tell callers which key to press. Check your tenant's key first: in the portal, go to Administration › Configuration › Voice, and look at Callback request key under Callbacks & Campaigns. See Callback request key.

Part 1 – Set it up (Administrator)

1. Upload the callback announcements

1. Name your audio files exactly offer.wav and confirmation.wav. MP3 files work too (offer.mp3, confirmation.mp3). You can upload the files one by one, or together in a .zip file.
2. Go to Voice › Announcements and click Create.
3. Enter a Bundle name, for example Callback - Support, and click Next.
4. Open the Callback Offer tab. It shows the callback key configured for your tenant.
5. Click Upload a .zip or .mp3/.wav files and select your files. Optional files, such as voicemail.wav, are listed under Accepted files.
6. Click Create.

Expected result: File(s) successfully uploaded! and the bundle appears in the list. If you see Bundle should contain at least: offer,confirmation, a file name is wrong – check for a doubled extension such as confirmation.wav.wav.

See Announcements.

2. Create the callback campaign

The callback campaign collects the callback requests and hands them to agents as tasks.

1. Go to Voice › Campaigns and click Create.
2. On Details: enter a Name, set Campaign type to Callback and choose a Business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups.. Leave Process reschedules only off. The campaign's queue gets the same name, so pick one that reads well in reports, for example Callbacks - Support.
3. On Configuration: choose the Channel for outbound calls and, in Announcement bundle, the bundle from step 1. The channel list only shows channels in the campaign's business unit.
4. On Callback Settings: leave the options off for this first test. You can add abandoned-call callbacks, alternative numbers or voicemail later.
5. On Queue Properties: choose a Routing mode and add at least one Attribute requirement. Only agents with that attribute get the callback tasks.
6. Click Next through Business HoursBusiness Hours – A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab. and Completion CodesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes., and click Create.

Expected result: the campaign appears in the list as type Callback, status Stopped.

See Creating a campaign.

3. Add the campaign's queue to the team

The campaign creates a queue with the campaign's name. Teams decide who sees that queue: a supervisor only sees it in the reports if it's in one of their teams, and agents can only pick its tasks manually if it's in one of theirs.

1. Go to Agents › Teams and open the team of the agents and supervisor who handle the callbacks.
2. In Performance Dashboard Queues, add the queue with your campaign's name.
3. Click Save.
4. Ask the team's agents to log out of the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. and back in, and the supervisor to log out of the portal and back in. Team changes are picked up at login.

Expected result: the campaign's queue is listed on the team.

See Teams.

4. Create a queue treatment that offers the callback

1. Go to Voice › Queue TreatmentsQueue Treatment – A set of features to manage Conversations waiting in a Queue for one of the qualified Agents to become available. and click Create.
2. Enter a Name, for example Support - callback offer, choose the Announcement bundle from step 1, and click Next.
3. Set Start with a delay of to 2 seconds.
4. Click New step and choose Offer callback. Set how long the step lasts, for example 15 seconds – longer than your offer recording.
5. Optionally, add a Set music step before it, and turn on Repeat treatment so the offer comes back while the caller waits.
6. Click Create.

Expected result: Queue treatment successfully created!

See Queue treatments.

5. Offer the callback in the workflow

Use the workflow of the voice channel callers will dial. To try it without touching a live line, create a test workflow and a test channel.

1. Go to Voice › Workflows and open the workflow, or click Create to start a new one.
2. On the Queue node, choose the Queue treatment from step 4 and the Callback campaign from step 2.
3. Expected result: the queue's Callback Requested output turns red: it now has to be connected.
4. Drag from Callback Requested and choose Schedule callback.
5. Drag from the Registered output of Schedule callback and choose End conversation. The output gets a green End label.
6. Make sure Agent Disconnected is connected too, for example to End conversation.
7. Click Save.

Expected result: Workflow successfully updated! If Save is disabled, look for a warning triangle on a node. See Saving a workflow.

See Configure callback and Schedule callback.

6. Start the campaign

Callback requests are only handed to agents while the campaign is running.

1. Go to Voice › Campaigns and open your callback campaign.
2. Click Start.

Expected result: the campaign's status is Running. A callback campaign stops by itself after 30 days without new requests – see Idling campaigns.

When callers aren't offered a callback

The queue treatment skips the offer, even when everything is set up, if:

• The call is already ringing at an agent. The offer only plays while the caller is waiting.
• The caller already has a callback request. What counts depends on Campaign duplicate detection level in Administration › Configuration › Voice:
  • Campaign: the caller isn't offered another callback in the same campaign, but can be offered one in a queue that targets a different campaign.
  • Tenant: the caller isn't offered a callback in any queue while they have a request pending in any campaign.

Keep this in mind when you test: use a phone number without a pending callback, and make sure no agent can take the call. See Duplicate detection.

Part 2 – Request and handle a callback (Agent)

7. Request a callback as a caller

1. Make sure no agent who can take calls from the queue is available, so the call waits and doesn't ring at an agent. For example, the test agent stays on a break.
2. Call the channel's phone number from a phone that has no pending callback request.
3. Wait for the offer, then press the callback key.

Expected result: you hear the confirmation, and the call ends.

8. Take the callback task

1. Log in to the Agent application as an agent with the campaign's attribute and business unit, and set your state to Available.
2. The callback arrives as a campaign taskCampaign Task – A Work Item or Task assigned to an Agent within the context of a Campaign. A Campaign Task is generated for a single Campaign Record when it is associated to an available Agent, who is associated via Attributes.. With manual or hybrid routing, you can also pick it from the Waiting Tasks tab. The task is only listed there if the campaign's queue is in one of your teams (step 3).
3. Start the call to the customer from the campaign section of the work areaWork Area – The primary display area in the Agent Application where the active Conversation with a customer is displayed..
4. When the call ends, click Mark as Complete and wrap up.

Expected result: your test phone rings with the callback, and the task closes after wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed..

See Working with campaigns.

Part 3 – See it in the reports (Supervisor)

9. Check the queue and the campaign

1. In the portal, go to Realtime Reports › Queues and find the campaign's queue. It's only listed if the queue is in one of your teams (step 3).
2. Look at the Callback requested KPI.
3. Go to Voice › Campaigns, open the callback campaign and look at its contact recordsContact Record – A set of data representing a Customer. It is searchable, editable in the Graia Agent application via the Directory..

Expected result: Callback requested counts your test request. In the campaign, the record was created by Customer and its status is Completed after step 8.

See Queues report and Campaign contact records.

Check that it works

#	Do this	You should see
1	Call the number while no agent is available	The queue treatment plays, then the callback offer with the right key
2	Press the callback key	The confirmation, then the call ends
3	Call again from the same phone before the callback is handled	No second offer – the caller already has a request (duplicate detection)
4	Make an agent with the attribute available	They receive a callback task and can dial the customer
5	With manual or hybrid routing, open the agent's Waiting Tasks tab	The callback task is listed
6	Open the Queues report as the team's supervisor, then the campaign	The queue is listed and Callback requested counts the request; the record is Completed

If it doesn't work

Symptom	Likely cause	Fix
Callers never hear the offer	The queue has no callback campaign, or the treatment has no Offer callback step	Steps 4 and 5
Some callers don't hear the offer	The call was already ringing at an agent, or the caller has a pending callback	Working as designed – see When callers aren't offered a callback
The offer names the wrong key	The recording doesn't match Callback request key	Re-record offer.wav, or change the key in Configuration › Voice
Requests are registered but no agent gets them	The campaign is stopped, or no available agent has its attribute and business unit	Steps 2 and 6
Agents can't pick the callback task manually	The campaign's queue isn't in their team, or they haven't logged in again since it was added	Step 3
The supervisor doesn't see the queue in the Queues report	The campaign's queue isn't in the supervisor's team	Step 3
Bundle should contain at least: offer,confirmation	A file name is wrong	Step 1
Save is disabled in the workflow	Callback Requested isn't connected	Step 5

Related

• Campaigns
• Announcements
• Queue treatments
• Teams
• Voice workflows: Queue
• Configuration: Callbacks & Campaigns
• Working with campaigns (Agent)
• Queues report