About Web Callback

The Web Callback feature enables visitors to your enterprises Web site to complete and submit a callback request specifying a name, phone number, and callback time. The request is sent to the Webex Contact Center system for scheduling. When the callback time is reached, a call to the requester is initiated on an outbound entry point that is used exclusively for Web callbacks.

The routing strategy for Web Callback uses a specialized call control script that typically includes IVR treatment that requires input from the callback requester to proceed.

  • If the requester answers and responds to the voice prompts appropriately, then the call is connected to an available agent and the callback request is marked as processed.

  • If the call fails (for example, the call is not answered or is answered by a recorded message or a busy signal), the callback is optionally rescheduled based on the maximum callback attempts allowed and the retry attempt interval provisioned for your enterprise.

  • If the requester rejects the call, the callback request is marked as cancelled.

The overall process for implementing Web Callback involves the following tasks:

Procedure

Step 1

Creating a Web page to capture the Web callback details and posting them to the Webex Contact Center Web Callback service.

Step 2

Specifying the maximum callback attempts allowed and the retry attempt interval (see Module Permissions ).

Step 3

Creating the outdial entry points to use for Web callbacks (see Create an Entry Point).

Step 4

Working with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script.