(9.0+) Treatment
Treatment contains settings that determine how and if the VHT Callback® system treats callers. This configuration controls the overall experience that calls received. It is part of the settings found in Configuration > Call Flow.
Operation Mode
- Use Operation Mode to set the behavior of the VHT Callback system.
- Change Operation Modes according to a weekly time schedule, by specific time or date, or for holidays using settings found in Schedules > Operation Schedules or Schedules > Holiday Operation.
Setting | Function | ||||||||
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Normal |
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Queue Speak |
Note: Use this mode to enhance Holding Queue by announcing EWT when callbacks are not going to be offered. | ||||||||
Purge |
Note: Use this mode as the end of the business day approaches or use the Smart Purge feature to do this automatically. See the Smart Operation Mode section for more information. | ||||||||
Rapid Purge |
Note: Use this mode when your business is going to close unexpectedly. | ||||||||
Shutdown |
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Standby |
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AfterHours |
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Virtual Queue |
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DateBook |
Note: Use this mode during normal business hours when no agents will be available to take calls, such as during a company meeting. |
Ignore Scheduled Operation Mode Events
Prevents scheduled operation mode events and scheduled Holiday events from taking place. Operation mode can only be changed manually.
Setting | Function |
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ON | Operation Mode is not affected by Days to Offer Scheduled Callbacks or Operation Schedules. |
OFF | Default setting. |
Turn On Threshold
Determines how the VHT Callback system interacts with callers.
Description | Values |
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Amount of time the EWT must exceed before calls are offered any Callback treatment. | Valid: 00:00:00 - 23:59:59Default: 00:02:00 |
Queue Mode
- Determines how the VHT Callback system connects the caller and the agent.
- Predictive is the default value.
- Agent Priority is available for IVG (Avaya, Cisco, and Genesys).
Setting | Function |
Predictive |
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Agent Priority | This mode is available for IVG (Avaya, Cisco UCCE, and Genesys)
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Smart Operation Mode
Changes behavior of the VHT Callback system when EWT extends beyond business hours. Allows the Virtual Queue to be emptied so callbacks are not made after the business day is over.
- For every new call, the Smart Operation Mode setting compares the EWT to the amount of business time left in the day, as specified in Schedules > Operation Schedules.
- If the EWT exceeds the amount of business time left in the day, the VHT Callback system automatically uses the Operation Mode named.
- Depending on your configuration, the VHT Callback system might also play the EWT before routing the call to the specified location.
Setting | Function |
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None Set | Off. Default setting |
Smart Purge | Routes calls directly to the specified location without playing the EWT. |
Smart QueueSpeak | Plays EWT then routes the call to the specified location. |
Smart Purge Destination
Setting | Values |
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Controls which queue calls route to when Smart Operation Mode settings are enabled. | Holding Queue Under Threshold Queue |
Enable Smart Virtual Queue
Enable or disable EWT for Smart Virtual Queue setting
Setting | Function |
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ON |
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OFF |
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EWT for Smart Virtual Queue
- Prevents an excessive number of calls in the Holding Queue by only allowing the callback option.
- For every new call, EWT is compared to the Smart Virtual Queue Threshold.
Description | Values |
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When EWT exceeds this value, the queue switches to the Virtual Queue mode. | Valid: 00:00:00 - 23:59:59 Default: 00:00:00 |
Note:
This setting is evaluated only if Smart Purge or Smart QueueSpeak are set. See previous setting for functions.
Under Threshold When Agents Available
Affects how calls are routed based upon the agents ready to take a call.
Setting | Function |
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ON | New calls are routed to the Holding Queue if agents are available, regardless of wait time. |
OFF | Default setting. New calls are always given Callback treatment, if wait time exceeds the Turn On Threshold. |
Note:
- The main purpose for setting to ON is that there are agents available to route new calls to the agent pool when agent availability is apparent.
- Requires real-time.
- This will promote some calls to be placed in front of previously existing callbacks.
Treat Even When No Agents Staffed
Important
Used for testing purposes only.
- In systems where real-time data is not provided to Callback, this setting should be ON.
- The ON setting can be used to create a demo mode for a test queue.
- Requires real-time.
- Affects how calls are routed based upon the agents logged in.
- By default, calls are sent directly to the Under Threshold Queue when no agents are staffed for a particular queue. The VHT Callback system does not treat the call, even if the Turn On Threshold is breached, since there are no agents to accept return calls.
Settings | Function |
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ON | No agent is necessary in order to receive Callback treatment when EWT exceeds the Turn On Threshold setting. |
OFF | Default setting. |
Agent Priority Unsuccessful Routing
The system dials out and then attempts to connect to an agent. If an agent cannot be connected within the specified time, or if the agent gets disconnected before reaching the caller, the system will fallback to a regular predictive outbound attempt.
- Affects Agent Priority mode ONLY
- Affects how calls are routed based upon the agents ready to take a call.
Settings | Function |
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ON and in Agent Priority mode | If no agent is available when a callback is to be made, the callback launches. Once a caller answers and accepts the callback, they are transferred to the ACD Priority Queue. |
OFF | Default setting. Outbound call fails and is scheduled for retry based on Maximum Ringing without Answers settings set in Call Flow > Retry Attempts. |
Start Up Operation Mode
Determines which Operation Mode takes precedence after a restart of the system.
Settings | Function |
Last Mode Set | Sets the Operation Mode from Treatment > Operation Mode. |
Follow Operation Schedule | Sets the Operation Mode from Schedules > Operation Schedules or Schedules > Holiday Operation table, if applicable. |