Components and architecture

Definitions and acronyms

Components and architecture

Step 1: Configure your Mindful Callback account

Provision a phone number

Provision a phone number in your Mindful Callback Organization and assign it to a Call Target. The Genesys platform will route inbound calls to this number for callback treatment. This number can be dialed via SIP using the URI format +<DID>@<Callback SIP endpoint>:<port> or via the PSTN by using the DID without the leading plus (+) symbol.

Configure your Call Target

There are a few configurable settings in Callback that must be adjusted to integrate with the Pure Engage platform.

Dial Settings

Quick access: Call Targets > Your Call Target > General tab > Contact Center

• Callback Telephony Type: Set to SIP.
• Callback Number: Enter the address of the routing point on the Genesys SIP Switch where callbacks will be sent.
  • Use the public IP address that is translated by your firewall to the external interface of the SBC.
  • Use the SIP port of the SBC external interface.

Callback Strategy

Quick access: Call Targets > Your Call Target > General tab > Callback Strategy

Most of the Callback Strategy settings are not relevant to the integration, and they can be set however you would like. However, there is one notable exception when using the Customer First Callback Strategy.

When using Customer First, select the Wait for live Agent checkbox. This will prompt agents to press a digit to accept a callback, which provides an Agent Answer event to the Callback application. The Agent Answer events are used to assist in calculating an accurate Estimated Callback Time (ECBT).

Configure Metadata items

Before Mindful Callback can process data contained in SIP headers, each data point must be defined as a Metadata item.

Use the following image as a guide to configure the necessary metadata items. These items will be described in detail in the Genesys configuration section of this guide. Each Metadata item in this integration is prefixed with X-Genesys-, which is defined in the SIP Server Application Option named TServer/userdata-map-trans-prefix.

Quick access: Call Targets > Your Call Target > Metadata tab

Metadata items:

• X-Genesys-FirstName
• X-Genesys-LastName
• X-Genesys-Cloud
• X-Genesys-OriginalUUID

Configuration for all items:

• Type: SIP Header
• Max Length: 10
• Terminator: N/A
• Prompt: N/A
• Persist forever: Deselect to prevent unnecessary storage of data

Optional configuration

The Callback application supports SMS callback notifications, voice-to-messaging transitions, and proprietary drop-in web widgets to provide a digital callback offering.

Step 2: Configure your SBC

Mindful Callback integrations can function with different Session Border Controller (SBC) products regardless of the ACD platform used in your environment. We have instructions available to assist with SBC configuration.

We plan to add integration guides for more SBC products over time. Check back here for updates or let us know if you would like us to cover a specific SBC!

Step 3: Configure your Genesys environment

Several items will need to be configured or edited in your Genesys environment to complete the integration. The following steps and examples cover four additional tasks:

• Create Trunk DNs
• Configure a Routing Point
• Set SIP Server Application Options
• Configure Genesys routing

Create Trunk DNs

You will need to configure two Trunk DNs for this integration. Both DNs allow calls to pass through the SBC, with one DN allowing traffic to your telephony service provider and the other allowing traffic to the Mindful Callback application.

Quick access: Genesys Administrator > Switches > Your SIP Switch > DNs > Trunks

Open both of the following tabs for information on the two required Trunk DNs.

1. Normal Trunk DN to the SBC

Configure a normal Trunk DN for dialing out to your telephony service provider through the SBC. This Trunk DN will also be used to validate the SBC as an authorized device for incoming SIP requests.

Use the following image and table as a guide when configuring the TServer options for this Trunk.

2. Trunk DN to the SBC for Mindful Callback

Configure a second Trunk DN to allow calls to be dialed out through the SBC to the Mindful Callback application. The configuration of this Trunk DN is similar to the normal Trunk DN for your telephony service provider, with a few key differences.

Use the following image and table as a guide when configuring the TServer options for this Trunk.

Configure a Routing Point

Configure a single Routing Point for the entry DN that callers use to enter the Genesys environment. This Routing Point DN will be used by the Mindful Callback application to send callbacks to your Call Center.

Set SIP Server application options

TServer/userdata-map-trans-prefix

The SIP Server Application Option TServer/userdata-map-trans-prefix is null by default. We recommend setting the value to X-Genesys-. This is required if you use GVP as an IVR, but is still a best practice in other cases. The value of this option must match the prefixes configured for the Metadata items in the Mindful Callback user interface in a prior step.

Configure Genesys routing

In our example integration, we configured a single routing script in IRD to handle both inbound calls and callbacks received from Mindful Callback. Consult the sections that follow to view the details of the Queuing Strategy, Subroutine, and List Objects.

Queuing Strategy

First, determine if the call is a callback by checking if the Cloud KVP is present with a value of y. If the value is y, send the call to the vhtCloud subroutine (Step 3). If the Cloud KVP is not present or the value is not y, perform any required inbound call processing and attach any user data that should be present on a callback. Just prior to queueing the call to an agent skill/group, call the vhtCloud subroutine, passing in an identifier for the call type, skill, line of business, or other contextual items. If the call exits the subroutine, whether it is an inbound call or callback, queue the call to an agent skill as usual.

List Object (Transaction)

Before setting up the subroutine to handle inbound calls and callbacks, you will need to configure List Objects (Transactions) to be referenced in the subroutine. The List Objects allow us to create a subroutine that can be loaded anywhere without changing the configuration.

List Objects can be configured in one of several places in the Genesys environment:

• IRD
• Configuration Manager
• Genesys Administrator

Example #1: List Object in IRD

The following example shows the CBCloud List Object and the vhtCreditCards Item in IRD:

Example #2: List Object in Genesys Administrator

The following example shows the same configuration in Genesys Administrator:

Subroutine

In our example integration, we used a single Subroutine, named vhtCloud, to handle both inbound calls and callbacks received from the Mindful Callback application. Use the following diagram and steps as a guide when configuring the Subroutine.

Check to determine if the Cloud KVP is present with a value of y. If the previous check does not find the Cloud KVP with a value of y, check to confirm that callback treatment is enabled for the associated call type. Our example Subroutine does this by checking the Calltype value passed into the subroutine against the CBCloud List Object created earlier. A value of y indicates that callback treatment is enabled. If callback treatment is enabled for the call type, set the following variables and user data: Variables v_Cloud_Number: A number configured under the call type passed into the Subroutine. In our example integration, this is the Cloud_Number key in the CBCloud List Object. This number should include the prefix configured in the Trunk DN used by SIP Server to send calls out to Mindful Callback via the SBC. v_OriginalUUID: The Genesys call ID (UUID) of the inbound call is assigned. This Call ID will be used in the next block to attach user data. User data Cloud: Set to y. This will identify the callback when it enters the Subroutine. OriginalUUID: Set to the value of the v_OriginalUUID variable. This will be present on the callback and can be used in Genesys ICON reporting to link inbound and outbound legs of the interaction.

• Use a TRoute function block to request that the call be routed to the value of the v_Cloud_Number variable. This instructs Genesys SIP Server to route the call to the SBC using the Trunk matching the prefix of the number stored in v_Cloud_Number.
• If callback treatment is not enabled for the call type (meaning the value returned after checking the List Object was not y), then exit the Subroutine and queue the call to an agent skill as normal.

Important

If the Mindful Callback application utilizes Twilio trunks to receive inbound calls (default configuration), then the ANI of the call sent from the ACD environment to Mindful Callback must be in e164 format. The ANI must be prefaced with +1. If a custom range of DNs is used instead, e164 format is not required.

If the call coming into the subroutine is a callback:

• Attach a new KVP named Callback with a value of Yes. This KVP can be used for agent screen-pop data or historical reporting.
• Set the call priority to the value of the v_Callback_Priority variable passed into the Subroutine.
• Delete the Cloud KVP. This will prevent additional callback treatment if the call is transferred to another queue with Callback enabled.

The final step of all paths in the Subroutine returns the call to the Queueing Strategy.

Call Flow Diagram

Callback Call Targets use a complete phone number for the inbound call transfer. Each Call Target represents a queue/skill/group, such as Sales or Billing.

The call flow example uses three example Call Targets with the following phone numbers:

• Support Call Target: 111-111-1111
• Sales Call Target: 222-222-2222
• Billing Call Target: 333-333-3333

(Optional) Consolidate return-call destinations

Expand the content below to learn about best practices for return-call routing when the same group of agents are spread out among multiple queuing destinations.

Configure consolidated return-call destinations

This integration guide has assumed that each Call Target is configured with a Call Center Phone Number leading to a single group of agents in your call center. However, in some ACD environments, the same group of agents are spread out among multiple queuing destinations. Since a Call Target is intended to serve a particular agent group, there needs to be a way to deliver callbacks and return-to-hold calls to a single destination that can ultimate route calls throughout the entire agent group.

You can configure a Call Target to send calls to a Call Center Phone Number that leads to a shared disposition destination, then make further routing decisions based on data attached to the call. This form of queue consolidation allows you to route return calls among multiple destinations representing the same group of agents.

How it works

Using a consolidated callback destination requires custom data to be passed to Mindful Callback with inbound calls to identify their ultimate return destinations. This can be done in two ways:

• Send the destination to Callback via SIP Headers. This requires that you configure additional Metadata Items for each affected Call Target. Or...
• Post the destination to the Mindful Datastore application, using the customer's ANI as the data key. This method can be used even when calls are delivered via the PSTN rather than SIP.

In either case, Callback will re-attach the custom data to the return call (whether it is a callback or a customer returning to hold) and deliver the call to a single return-call disposition destination. From there, you can use the custom data to route the call to the appropriate agent groups.

Example

Consider the following example. Let's say you have the same agent skill assigned to different queuing destinations labeled 111, 222, and 333. You have a single disposition destination for callbacks and another for return-to-hold calls. In this case, the routing path for a callback could look like this:

• You identify that a particular new inbound call should ultimately be delivered to 333, so you attach that destination number to the call as custom data when sending it to Callback for treatment.
• When the time comes, Callback delivers the return call (a callback in this case) with the destination number still attached.
• When the call arrives at the callback disposition destination on your ACD, additional routing logic ensures that the call ends up with agents at 333.
• The appropriate priority is set, and the call is delivered to an agent.

(Optional) Offer Second Chance Callback

Expand the content below to learn how to make additional callback offers in your holding queue after a customer has declined the initial offer.

Configure Second Chance Callback

Second Chance Callback is a best-practice methodology that can increase the take-rate of callback offers and lower the abandon rate in your call center's holding queues. With a few updates to your routing logic, you can provide additional callback offers to customers waiting on hold who have already declined an initial offer.

There are a variety of reasons that customers might appreciate a second chance to accept an offer of a callback. For example, perhaps something has come up that requires their attention and they can no longer wait on hold. Perhaps the quoted wait time was low when they declined the first offer but queue conditions have quickly changed and resulted in a longer hold time. Regardless of the scenario, Second Chance Callback ensures that customers have the callback option available when they need it.

Benefits

Our research shows positive results for call centers offering Second Chance Callback, including:

• Keeping customers in control with additional options while holding.
• Reducing abandoned calls in the holding queue by offering an alternative option.
• Fully controlling Second Chance offers in your ACD with no integration constraints.
• Adding another tool to address unexpected increases in hold time.
• No additional requirements for customers. They are not required to respond to Second Chance prompts, but can instead simply continue to wait on hold if they choose.

ACD configuration

Most configuration for Second Chance Callback is done on your ACD platform, so the technical implementation will vary based on your integration. In all integrations, the following logic must be introduced to interact with customers in the holding queue.

• Whether offers are made in your ACD or in Mindful Callback, the process begins with the first offer. If the initial offer is accepted, then a callback is registered and no Second Chance offer is needed.
• If the initial offer is not accepted, callers are routed to a holding queue.
• A timer begins in the holding queue. When the specified time expires, another callback offer is made.
• If the customer declines the Second Chance offer, then the timer is reset, and another offer will be made when it expires again.
• If the customer accepts the Second Chance offer, the call is sent to Mindful Callback for treatment.

Things You'll Need

If you wish to use a single Call Target for normal inbound calls and Second Chance calls, you will need:

• Two Phone Numbers provisioned for the same Call Target.
• The Return to Hold Call Target setting disabled. Offering a hold option in Mindful Callback after a customer has already chosen to leave the holding queue can negatively impact the customer experience.

If you wish to use separate Call Targets for normal inbound calls and Second Chance calls, you will need:

• Two Call Targets configured with the same Call Center Phone Number targeting the same group of agents.
• The Return to Hold setting disabled for the Second Chance Call Target. The setting can still be enabled for the normal inbound Call Target.

For either method, you will also need:

• The ability to capture DTMF input from customers in your holding queue.
• The ability to play audio prompts to customers in your holding queue based on a timer.

Mindful Callback configuration

There are two alternatives for preparing your Mindful Callback account for Second Chance Callback. Each alternative introduces its own advantages and drawbacks.

• Option 1 (best practice): Use separate Call Targets for normal inbound calls and Second Chance calls.
• Option 2: Use a single Call Target for both normal inbound calls and Second Chance calls.

Option 1 (best practice): Use separate Call Targets

This option uses the first Call Target to service normal inbound callback requests with a second Call Target dedicated to servicing Second Chance callback requests. For an initial offer, send the call to the first Call Target. For a Second Chance offer, send the call to the second Call Target. This option separates the two types of calls for ease of reporting and real-time analysis.

Option 2: Use a single Call Target

The second option uses a single Call Target to service both normal inbound callback requests and Second Chance requests. This method is easier to configure and maintain, but it introduces a few additional drawbacks to consider.

Reporting on Second Chance Callback interactions

As noted in the lists of advantages and drawbacks, reporting on Second Chance interactions varies depending on whether you use one or two Call Targets.

Reporting with separate Call Targets

On the Metrics, Executive Summary, and Call Detail screens, use the Call Target filter to view data only for the Second Chance Call Target. This will exclude any data from initial offers and callers that chose to hold. If you offer Second Chance for multiple lines of business, you can add all of your Second Chance Call Targets into a shared Reporting Category to view all Second Chance interactions.

On the Callback Status screen, review real-time statistics for the Second Chance Call Target or use the Category filter to limit the view to only Second Chance Call Targets.

Reporting with a single Call Target

When using a single Call Target, additional configuration is required and the reporting capabilities are limited.

Preparation:

• Provision two Phone Numbers in the Mindful Callback user interface, and assign both Phone Numbers to the same Call Target.

• In your routing scripts, send normal inbound calls for callback treatment to the first Phone Number.
• Send Second Chance calls for treatment to the second Phone Number.

Reporting:

• On the Call Detail screen, export the reporting data to CSV. In the exported CSV file, the Call Target Phone Number to which each call was sent will be noted in the Source column.
• In the CSV file, filter the Source column for all records matching the Second Chance phone number. The remaining data will include only Second Chance interactions.