Components and architecture

Expand the following content to to review the definitions of acronyms and terms used throughout this guide. You can also view a high-level overview of the components and architecture of the integration before getting started.

Definitions and acronyms

Components and architecture

Step 1: Configure your Mindful account

At least one Call Target should be configured on the Callback platform before addressing your Avaya environment.

For complete step-by-step instructions on building a Call Target, see How to set up a call target. Once you have a Call Target set up, use the guidelines below to integrate it with your Avaya environment.

Registration

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

• Offer ASAP Callback: Select this checkbox to offer callbacks to be returned as soon as possible.
• Offer Choose Hold: Select this to offer callers the option to wait on hold rather than accepting the offer of a callback.
• Offer Scheduled Callback: Select one of both of these checkboxes (Voice and/or Widget/API) if you wish to offer callback scheduling for specific dates and times.

Contact Center Settings

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

In the Contact Center section, configure the Callback Phone Number field with the SIP address of the VDN that leads to a holding queue staffed by agents. This holding queue should have a higher priority than regular inbound calls.

Call Target Metadata

In order to obtain Avaya UUI data and attach it to callbacks, you must configure a Metadata item for any Call Target used in the integration. For complete instructions on working with Metadata items, see How do I work with user data and metadata? in the How To section.

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

Configure a single Metadata item with the following parameters.

• Name: User-to-User
• Type: Sip Header
• Max Length: 10
• Persist forever: enabled

Provision a phone number for the Call Target

Each Call Target used in the integration must have a unique phone number assigned to it in the Callback application. For the examples in this guide, the phone number +12512500865 was used.

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. Click any of the links below for instructions on integrating your chosen SBC.

• Avaya Session Border Controller Enterprise (SBCE)
• Cisco Unified Border Element (CUBE)
• Audiocodes Mediant

Step 3: Configure the Avaya environment to route inbound calls

Configuration is needed in both Avaya Communication Manager (CM) and Avaya Session Manager (SM). For inbound calls, we will begin with CM and then proceed to SM.

Configure Communication Manager to forward inbound calls

To configure CM, you will need to update the vector script of the queuing VDN and add an entry to the ARS Digit Analysis table to assign a route to Session Manager.

• In the vector script on the queuing VDN, add a route-to step to send the call to the Call Center Phone Number configured in the Callback application.

Using the SAT command change vector xx, we have configured a route-to step as Step 04 in the example vector below.

Important:

The number designated in the route-to step should match a route to the Session Manager.

In the preceding example, we allow the Call Target phone number (12015841234) via an entry in the ARS Analysis table. In the screenshot below, Dialed String 1201 determines that numbers matching the 1201 prefix with a length of 11-digits will use Route Pattern 1. In our configuration, Route Pattern 1 uses an existing SIP trunk to the Avaya Session Manager.

The change ars analysis 1201 SAT command was used to perform this configuration.

With these items complete, CM is ready to handle inbound calls with a route over to Session Manager. Next, we will configure Session Manager to send calls into the Callback application.

Configure Session Manager to handle inbound calls

To complete the inbound configuration, you will need to perform the following updates in Session Manager:

• Prefix the plus (+) symbol to customer phone numbers for compliance with Mindful Callback.
• Create a new SIP Entity for the SBC.
• Create new Routing Policies.
• Create new Dial Patterns.

Create an Adaptation to prefix the plus (+) symbol

When sending SIP calls to the Callback application, the SIP URI must be in the format sip:+<phone number>@sip-callback.vhtcx.com. Using our example phone number of 12015841234, the format would be sip:+12015841234@sip-callback.vhtcx.com.

The plus (+) symbol is required, and any SIP calls to Callback without the plus symbol will fail. To insert the symbol in front of the number, you will need to create an Adaptation in Session Manager.

Use the image and guidelines below to create the Adaptation. If you are already using an Adaptation, you can add a new row rather than creating a new Adaptation.

Quick access: System Manager > Elements > Routing > Adaptations > New

• Adaptation Name: Enter a description name of your choice.
• Module Name: Select DigitConversationAdapter
• Module Parameter Type: Select Name-Value-Parameter, then add one parameter with the following values:
  • Name: fromto
  • Value: true
• Digit Conversion for Outgoing Calls from SM: Add one entry with the following values:
  • Matching Pattern: Enter the number or pattern being dialed. This is the number used to call the Callback application (for example, 12015844063).
  • Min/max: Enter a minimum and maximum value. The example uses 11 digits in both the Min and Max fields.
  • Delete Digits: Enter 0.
  • Insert Digits: Enter the plus (+) symbol.
  • Address to modify: Select destination.

Create a SIP Entity for the SBC

There should already be a SIP Entity configured in System Manager for your SBC. Add the Adaptation created in the previous step to the existing SIP Entity for the SBC, as shown in the following image.

If needed, use the following steps to create the SIP Entity.

Quick access: System Manager > Elements > Routing > SIP Entities > New

• Name: Enter a descriptive name for this SIP entity.
• FQDN or IP Address: Enter the address of the SBC.
• Type: Select SIP Trunk.
• Adaptation: Select the Adaptation that you created in the previous section of this guide.
• Leave all other settings at their default values, or the values needed in your environment.
• Entity Link: Update the existing Entity Links for all protocols.
  • Select your new SIP Entity in the SIP Entity 2 field.
  • For TCP and UDP, enter 5060 in the Port field next to SIP Entity 2.
  • For TLS, enter 5061 in the Port field next to SIP Entity 2.
  • Select trusted in the Connection Policy dropdown menu.

Create Routing Policies

We have already created Routing Policies on the SBC, but we must now create Routing Policies in System Manager to route specific numbers to the SBC or Avaya CM.

When creating the new Routing Policies, select the SIP Entity that you created in the previous section of this guide to use as the SIP Entity as Destination. Do not add a Dial Pattern at this time.

1. Routing Policy to CM

The first Routing Policy will send callbacks from Mindful Callback into Communication Manager.

Quick access: System Manager > Routing > Routing Policies > New

In our example configuration, the Routing Policy catches two values: one complete inbound DID and a range of numbers representing VDNs, agent stations, or similar endpoints.

• Select the SIP Entity that you created in the previous section of this guide to use as the SIP Entity as Destination.
• Add at least one DID in the Dial Patterns section.
• Leave all other settings at their default values, or the values needed in your environment.

2. Routing Policy to Mindful Callback via the SBC

The second Routing Policy will send calls to the Mindful Callback application via the SBC. This policy specifically targets the SBC.

Quick access: System Manager > Routing > Routing Policies > New

In our example configuration, the Routing Policy includes Dial Patterns for any 11-digit number starting with 12, 13, 14, 15, etc. We used this method to catch any possible U.S. phone number, but your preferred method may differ.

Select the Mindful Callback SIP Entity created in a previous step and do not add a Dial Pattern at this stage. We will add a Dial Pattern in the next step.

Create Dial Patterns

Next, we will create Dial Patterns to link VDNs with the Routing Policies created in the previous step.

1. Dial Pattern for calls to CM

Configure the first Dial Pattern to match the VDN correlating with the intended skill. In our example configuration, we are using the VDN 20062, which is configured as the pattern 20xxx.

Quick access: System Manager > Routing > Dial Patterns > New

• In System Manager, create a new Dial Pattern that matches the VDN for the intended skill. This will be the same number used in the route-to step that you added to the vector script for the queuing VDN in Avaya CM.
• Add the Routing Policy for CM created in the previous section of this guide.

2. Dial Pattern for calls to Callback via the SBC

Configure the next Dial Pattern to match the Call Center Phone Number configured for the Call Target. In our example configuration, we are using the number 12512500865, which is configured as 12x.

Quick access: System Manager > Routing > Dial Patterns > New

• In System Manager, create a new Dial Pattern that matches the Call Center Phone Number configured for the Call Target.
• Add the Routing Policy for the SBC created in the previous section of this guide.

The Avaya platform is now configured to send SIP calls to Callback via the configured Call Center Phone Number.

Step 4: Configure the Avaya environment to receive callbacks

Similar to inbound calls, you will need to update the configuration in System Manager to handle callbacks received from the Mindful Callback application.

Configure Session Manager for outbound callbacks

When a SIP call arrives from Callback, Session Manager will receive an INVITE to the Call Center Phone Number configured for the Call Target.

Create a Dial Pattern

Quick access: Elements > Routing > Dial Patterns > New

Use the graphic and steps below to configure a Dial Pattern to route calls from the Call Center Phone Number to Communication Manager.

• Pattern: Select a pattern matching the Call Center Phone Number, as shown in the example.
• Min/Max: Set to the exact length of the Call Center Phone Number.
• SIP Domain: Set to ALL.
• Originating Locations and Routing Policies: Add the Routing Policy that leads to Communication Manager. This Routing Policy should already exist in Session Manager.

In the preceding example, any calls that come into Session Manager from a 9-digit number beginning with 8099 will be sent to Communication Manager.

Create a SIP Entity for Avaya CM

There should already be a SIP Entity configured for Communication Manager in your environment. However, you can use the following image and instructions to create one, if needed.

Quick access: System Manager > Elements > Routing > SIP Entities > New

• Name: Enter a descriptive name for this SIP entity.
• FQDN or IP Address: Enter the address of the SBC.
• Type: Select CM.
• Adaptation: Select the Adaptation that you created in the previous section of this guide.
• Leave all other settings at their default values or the values needed in your environment.
• Entity Link: Make the following additions to the Entity Link that is already configured for Session Manager.
  • Select your new SIP Entity in the SIP Entity 2 field.
  • Enter 5060 in the Port field next to SIP Entity 2.
  • Select trusted in the Connection Policy dropdown menu.

Create the callback call vector

The agent leg of the callbacks from the Mindful Callback application will be sent in via a SIP request to sip:20062 – the SBC, via URI Groups and a Routing Profile. Session Manager will use a route pattern to send this to CM where 20062 exists as a VDN number using vector 62.

The queuing vector shown here does nothing more than queue the call to skill at high priority. If any decision making needs to be done on the callback, based on the inbound UUI data (now present on the callback), vector variables can be used to do so.

Call flows

The following diagram highlights the high-level call flow for inbound and outbound calls using the Customer First Callback Strategy in Mindful Callback.

This call flow assumes that the Customer First Callback Strategy is being used. If the Agent First Callback Strategy is used instead, then the agent leg of the call would be connected prior to dialing the customer's phone number.

Optional: Offer 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.

When using a single Call Target, the Callback Status, Metrics, and Executive Summary screens will combine Second Chance interactions with initial offers and callers that chose to hold.