Caller Elected Callbacks
As standard functionality of the call center server (CCM), customers calling into the contact center will be routed, by the call center server, to the agent with the appropriate skill set. A caller elected callback solution gives the caller the option to exit the queue and submit a request to be called back at a later time.
The call center server can be scripted such that if the estimated wait time exceeds a specified threshold, callers can be offered an opportunity submit a reqest that will enable them to be called back as soon as possible.
Callers that have requested to be called back will be asked to confirm that the number they called from will be the number they wish to be called back at. The number will be voiced back for verification. When agents are available to process call-back requests, Sonata Interaction Center will launch a "phantom call" to a call center server CDN that corresponds to the appropriate skill set the caller was waiting for. Once the agent becomes available the agent will receive a call (from the Call Center Server) and a screen-pop will appear on the agent's screen. The screen-pop will show the callback number of the caller. (It could optionally show other information about the caller that would be pulled from a customer database, but this would require additional scripting services - see below for further information.). Sonata Agent will automatically call the number provided by the caller.
The description above describes a caller elected callback solution at a high-level. There are other required components necessary for the entire solution to work properly and seamlessly together. The following section describes those components.
Required Products and Services
The following software and services are required to implement a caller elected callback solution:
1. Sonata Screen Pops Basic Package - The basic pre-requisite for a caller elected callback solution is the Sonata Screen Pops CTI software which consists of Sonata CTI Server and Sonata Agent.
2. Sonata HDX Service - Sonata HDX Server provides the middleware between the call center server and the Sonata Interaction Center software required to pass the digits entered by the caller from the call center server. In addition, this middleware makes it possible to pass information between the call center server and a customer database, which would be useful if it is desired to look-up information about that caller and pass it to the agent's screen as part of the screen pop.
3. Customized scripting of the call center server - some additional scripting is required to support the caller elected callback functionality as described above.
4. Call Pilot or Meridian Mail - in order to ask the caller to select options and enter digits, Call Pilot or Meridian Mail with Access Link must be used to provide the voice prompts and to do the digit collection and translation for the call center server. The Call Pilot/Meridian Mail works seamlessly with the call center server to provide this capability, but sufficient ports must be engineered to support the functionality. This may be just an engineering exercise to ensure that you have enough port capacity to support the functionality or additional ports may be required to be purchased through your Nortel distributor.
5. Desktop Integration Services - there may be integration needed between Sonata Agent and other agent desk-top software.