Treatments for callback

Under the Media | Outbound telephony | Treatments (Callback)... menu, you specify any treatments for callback records per organisation area, as well as any exceptions per queue waiting list.

In the right part of the Treatments window you see and change

• treatments for feedbacks, i.e. what will happen to a callback record from the feedback provided by the agent for a concluded call. If, for example, there was a busy tone, ACE can advertise the contact again in waiting lists directly, or after a delay of e.g. five minutes,
• rule based treatment, which closes records after a specified number of call attempts/feedbacks. If the threshold for e.g. Answering machine is set to 2, the record will be closed after the second time a call made ends up in an answering machine.

Standard and exceptions per queue or waiting list

Feedbacks are defined per organisation area, on the Standard tab. On the Exceptions tab you then can specify deviations per queue/waiting list and thereby select different treatments for different types of callback calls. For calls made and not answered you can want to make max three more times to individulas while calls to companies shall be made until someone answers.

To set an exception for a queue, proceed like this:

1. Select the Exceptions tab.
2. Unselect the box beneath the Use standard header next to the relevant queue name, in the left part of the window.
3. In the right part of the window, specify new values.
4. Save with OK.

Select per feedback if records shall be called or closed

Under Treatments for feedbacks you specify what will happen with a contact having got a certain feedback. The content under the Feedback header cannot be changed. But you can choose whether Treatment for each respective feedback shall be Close or Postpone.

For the Postpone action you shall, in the Delay column also enter the number of minutes that must pass before the action shall be repeated. The figure zero (0) means that the action shall take place as soon as possible.

The following feedback options are defined for callback calls:

Answering machine

A telephone answering machine answered when the agent called. (If a message has been left regarding calling again, Re-establish later should be used instead.)

Busy

The agent considers that the number dialed was busy.

The client was terminated

If a client is terminated during a call in progress. This feedback takes place automatically.

End contact - Automatic

Callback records closed by the system get this feedback. Can e.g. be because a record is outdated or has already been called too many times.

End contact – Customer not reached

The customer could not be reached when the agent called.

Close

The customer has been reached and the campaign task is concluded/completed.

End contact - Lost during routing

Despite a number of attempts, see system parameters, the call has not been delivered to an agent.

End contact - Routing option missing

No line in the routing table fits the callback record.

End contact - Wrong number

The agent considers that the number that was dialled is incorrect or invalid, and that this cannot be corrected.

End contact - Delete

Callback records that are closed by an ACE Admin user get this feedback.

Call refusal

The agent refused to make the call.

Fax or modem tone

The agent’s call was answered by a modem or fax.

No answer

Nobody answered when the agent called.

Number changed

The agent considers that the number that was dialled is incorrect or invalid, but a new number is available. The agent has not dialled the new number.

Reestablish later

The customer has been notified that he will be called at a later occasion, within a specified time interval.

Can also be seen as feedback when a record is automatically requeued by ACE Server in the database because

• the agent the record shall be routed to is not logged-in.,
• the agent, in whose personal queue to record is placed, logs out,
• the last agent logs out from the queue where the record is placed,
• the record is changed via Admin.

Telephony error

The call could not be made due to technical error.

Rule based treatment – x number of feedbacks close the record

The rule based treatments for callback that are configured for the organisation area, with exceptions per queue or waiting list if wanted, care combined with a value for the number of time feedbacks shall be given before the record is closed.

In the Threshold column you specify the number of times the feedback shall be given for at rule based treatment to take place. The figure zero (0) means that you do not want a rule based treatment to take place for that feedback.

You can set rule based treatments for the following:

• Number of No reply
• Number of Fax or modem tone
• Number of Telephony error
• Number of Answering machine
• Number of Busy tone
• Number of Feedbacks,
  i.e. the total amount of occasions when the following feedbacks have been given for one single callback record: Busy tone, No reply, Answering machine, Fax or modem tone and/or Telephony error

Consequently, the threshold zero (0) means that the rule shall not be applied, but the Number of feedbacks rule will still count in this feedback type.

Callback records selected for routing to predefined agent are never automatically closed since it is probable that the agent has made an agreement with the customer to come back later.