(9.0+) Callback Double Check (ASAP Callbacks)

Callback Double Check (ASAP Callbacks) compares phone numbers in the current callback list to the phone number a caller enters to determine if a callback request already exists.

It uses the following information to decide which options are available:

  • which interface sent the request.
  • which, if any, requests are pending.
  • the call's place in line.
  • remaining wait time before the system initiates a callback.

Callback Double Check does not check against Scheduled Callbacks.

Enabled

DescriptionValues
  • Checks the Virtual Queue to find the phone number entered by the caller.
  • If found, the caller is considered a repeat caller.
  • Special messages and choices are given to the caller in order to enhance the experience.

Valid: ON/ OFF

Default: OFF

Where to Check for Duplicates

DescriptionValues
  • This Queue checks only the queue where the call is received.
  • All Queues checks all of the queues monitored by Callback.

Valid: This Queue / All Queues

Default: This Queue

Send to Priority Queue if Less Than

DescriptionValues
  • When remaining wait time is less than this setting:
    • the caller is transferred to the Priority Queue for the next available agent rather than initiating a return call.
  • When remaining wait time is more than this setting:
    • the caller hears remaining wait time and has the option to:
      • Cancel the original callback and wait on hold (at the end of the line).
      • Hang up and wait to receive a callback based upon original place in line.
      • Cancel the original callback and disconnect the call.

Valid: 00:00:00 - 23:59:59

Default: 00:02:00