(9.0+) Days to Offer Scheduled Callbacks

  • Control the days and times that a caller hears the option to schedule a callback.
  • Configure when to offer Scheduled Callbacks, up to seven days in the future.
  • Scheduled Callback Limits determine the number of Callbacks to be allowed per 15 minute increments.
  • Settings in Schedules > Operation Schedules override the settings in Days to Offer Scheduled Callbacks and Scheduled Callback Limits.
  • Callbacks are not offered outside of scheduled Business Open and Business Close settings.
  • Scheduled Callbacks are offered when Enable Scheduled Callbacks is ON, found in Voice Experience >Menu Options.
  • Operation Mode in Call Flow > Treatment determines whether Scheduled Callbacks are offered.
    • Normal, AfterHours, and DateBook modes offer Scheduled Callbacks by default.
    • Virtual Queue Mode requires Enabled Scheduled Callbacks and Scheduled Callback in Virtual Queue Mode to be ON, found in Voice Experience > Menu Options.
Before you begin:
  • Navigate to Configuration > Voice Experience> Menu Options > Enable Scheduling > ON.
  • Save changes and return to Configuration > Schedules > Days to Offer Scheduled Callbacks.
  • Note the default queue displayed at the top center of the screen.
  • Use the drop down menu to select other available queues.
Note:
  • Offer Scheduling options are dependent on Scheduled Callback Limits
  • Operation Schedules override the times set in Offer Scheduling.
Call Arrival Indicates the days and times callers hear the schedule callback option.
  • Specific times can be set for each day of the week. For 24 hours, use 12:00 AM - 12:00 AM.
  • Multiple time lines can be added by clicking + in the day of the week box.
  • Restore any time line before you Save Changes.
  • Ranges must have a start time and end time in the correct order
  • Time ranges must not overlap.
Offer Scheduling Indicates the days that a caller can schedule a callback. These are subject to Scheduled Callback Limits.
  • Later on Same Day allows callers to schedule a callback on the same day.
  • Choose Offer Scheduling (Subject to Callback Limits) days. These represent the next seven days to offer callbacks, beginning with the next day through the same day the next week. By default, all days are offered and displayed in blue.
  • Delete to cancel all callback offers for the day.