The customer experience of requesting a callback is the same for an Agent Priority call as for a normal ASAP callback, with one exception. With Agent Priority enabled, customers only have five seconds to record their name before the recording times out, and this not configurable.

Important

If a customer does not record their name within five seconds, or if the size of the recorded name file is 0, no name file will be played back during the customer portion of the callback.

Outbound call experience

After receiving the callback, the client experience is the same for an Agent Priority callback as for a normal ASAP callback. After answering the callback, the client will hear a greeting and can press "1" to speak with an agent. Rather than waiting on hold, the client will immediately connect with the agent.

The agent experience, on the other hand, includes several new voice prompts to guide them through the process of previewing and launching a callback.

Previewing Caller Information

The Agent Preview feature will first provide the agent some time to preview the caller's information. The agent will hear:

• You have X minute(s) to preview the call data before the customer is dialed . When you are ready for the customer to be dialed , press "1".

If the agent does not respond, the following prompt will repeat until the agent preview timeout expires:

• When you are ready for the customer to be dialed , press "1"

Dialing the Customer

After choosing to launch the callback, or after the agent preview timeout expires, the agent will hear:

• A callback is in progress. Please stand by while we attempt to reach the customer.

This prompt will repeat until the customer chooses to transfer to the agent. When the customer connects with the agent, the agent will hear a single "beep" sound.

Disconnecting Early

If the customer chooses any option other than connecting with an agent, the call will be disconnected. In this case, the agent will hear:

• The system was unable to reach the customer. This call is being disconnected.

This prompt plays only once before the interaction ends.