Administration

Overview

A queue callback is a flow option presented to a caller waiting in a queue. After waiting a specified length of time, the caller can choose to receive a callback from an Agent instead of waiting on the phone. When the callback request is received, based on the configured parameters, an outbound call is placed to the customer.

The Queue Callback feature is very flexible. Managers can choose to activate it and deactivate it simply by following the steps below and the changes will apply in seconds. Thus, they can manually activate it when a call volume or KPI threshold has been reached, during seasonal rushes, on days with expected heavy call volume and when they are short-staffed. This can be an invaluable tool to help keep customers happy and your team efficient during periods of high call volume.

Benefits of Queue Callback

Increase customer satisfaction and retention

Let callers know you value their time by giving them the ability to opt out of your queue and be called back later. Nobody likes a lengthy wait. With this new feature, your customers will no longer have to wait in lengthy queues. Instead, they can wait for an Agent to call them back. Customers will love the company even more when they know that they never have to lose time waiting in a queue.

Decreased caller abandonment

When your callers have the option to request a callback, they will no longer be tempted to hang up and move on forever. Instead, they can request a callback and go about their day while they wait for an agent to return their call.

Never lose a lead

With this new feature, your agents can easily handle every lead that comes their way. As soon as the caller requests a callback, nVX will record their information in their customer profile and y agents can contact the lead as soon as they are free. Agents will never lose a lead again because they were too busy, could not answer their call in time or lost their contact information.

How Callback Works

When a call is made but there are no available Agents, the caller will be sent to a waiting queue. Once in the waiting queue, the first message they hear will be the Queue Callback Message allowing them the option to continue to wait in the queue or request a callback. An example of a callback prompt is: “It appears that all our agents are currently busy. If you wish to receive a call back when the next agent is available, Press 1, or to stay on hold, press any other key.”

How to Configure Queue Callback

To set up Queue Callback:

1. Login
2. Create Callback profile
3. Managed Queues
4. Execution Slots
5. Offered Slots

Login

Login into nVX Admin Portal with the Admin/SuperAdmin credentials. Select Contact Center from the available Apps. Once selected, admins will be redirected to ICX Contact Center Manager.

Create Callback Profile

To setup Callback feature, click on. Open Callback profile from CC Callback section.

Admin will have following options:

• New Profile – Create new Callback Profile
• De-activate -Deactivate Callback profile
• Refresh – Refresh UI

Click on New Profile button, enter Callback profile name and click on Create button.

Once profile is created successfully, UI will show confirmation message – “Profile Created Successfully”

After creating profile successfully, Open the Profile form drop down.

Callback Configuration Profile

After selecting Profile, Callback configuration page will be opened for Queue Callback settings. 

Callback Offer Starting Position

Callback will be offered to only those callers that are waiting in the queue at this position or later.

Callback Number Option

• Allow callback on Caller’s CLI only
• Announce CLI – CLI will be announce after selected prompt
• Allow callback on Caller’s CLI OR Preferred number
• Announce CLI after selected prompt
• Announce Number entered and ask caller for confirmation – if enabled, system will announce number entered by caller and ask confirmation input.

DTMF 1 is auto assigned as confirmation, so word your announcement accordingly

• Allow callback on Preferred number
• Announce Number entered and ask caller for confirmation – if enabled, system will announce number entered by caller and ask confirmation input.

DTMF 1 is auto assigned as confirmation, so word your announcement accordingly

• Max Ties allowed – max attempts provided to the caller to provide a valid input while requesting a callback
• No Input Timeout – amount of time Callback application will wait for the caller to provide a DTMF input

Input Number Validation

• Min Size – least number of digits that a preferred callback number must have for it to be considered a valid number in this profile
• Max Size – max number of digits that a preferred callback number can have for it to be considered a valid number in this profile

Callback Execution Control

• Max Calling Attempts – maximum number of times the callback system will attempt to reach the caller after the first execution. An attempt is counted only when the caller cannot be reached.
• Interval between 2 Attempts (Mins) – amount of time interval to maintain between 2 callback attempts
• Immediate Callback Timeout (Mins) – if an immediate callback cannot be executed within this time, system will retire the callback
• Allow Slot Rollover of Pending Callbacks (ON/OFF)
• Allow Day Rollover of Pending Callbacks (ON/OFF)
• Max days to Rollover – These are maximum number if days a callback will be rolled over if it cannot be completed
• Stop Reschedule Before End of Slot (mins) – Stops scheduling a callback in current execution slot X minutes before the end of slot, where X is the interval configured in minutes
• Stop Offer Before End of Slot (mins) – the interval configured here will be the amount if time before the end of an offer slot when the engine will stop offering callbacks if the execution strategy of the slot is Immediate.

Edit Number before dialing (ON/OFF)

This is typically required if you need to drop leading digits and replace them with other digits. Click here to view configured Number Rules.

Available and Mapped Queues

Assign Callback profile to Queue through drag and drop. Mapped Queues will be highlighted.

Manage Queues

Now go to Manage Queues and open Configure Queues.

Open Queue for which you want to enable callback feature by clicking on blue colored pencil icon.

• Callback – Scroll down the page, you will see the option to enable/disable Callback feature.
• ON – Callback feature will be enabled with the selected callback profile.
• OFF – Callback feature will be disabled
• Callback Launch Queue
• Same queue – Agent of the same queue will call back to caller
• Select another queue – Agent of selected queue will call back to caller
• Outbound Caller ID – This caller ID will be displayed to caller

Execution Slots

Now go to CC Callback and open Execution Slots. This section is to configure Callback feature execution duration on each day.

Select Queue from the drop down for which you want to set Callback execution slots.

Click on Add Execution Slots button and set slot. This slot will be allocated to call back the caller who has requested for callback.

Offered Slots

Offered slot defines the slot in which Callers will be allowed to request callback.

Select Queue from the drop down for which you want to set Callback offered slots.

Click on Add Offered Slots button, select type of callback to be offered to caller and set slot. This slot will be allocated to offer the callback service to caller.

Types of Callaback:

Select the type of Callback, which will be offerred in the selected Slot:

• Immediate Callbacks
• Callback on a Fixed Schedule
• Callback on a User Selected Schedule
• Both Immediate and User Schedule

Immediate Callbacks – Caller will get option to get immidiate callback based on Agent availability.

Callback on a Fixed Schedule – Caller will get option to get callback based on the fixed slot. Allow Offer Slot to extend beyond Queue working hours will provide Callback facility even beyond working hours if enabled.

Callback on a User Selected Schedule – Caller will get get option to get callback based on own time Allow Offer Slot to extend beyond Queue working hours will provide Callback facility even beyond working hours if enabled.

Both Immediate and User Schedule – Caller will get option to get immidiated callback or own avaiable time

Overview 

This administrator guide provides an overview of the Enhanced 911 capabilities available through the nVX Cloud PBX.  The solution is compliant with the latest FCC guidelines regarding Kari’s Law and RAY BAUM’s Act.  See https://www.fcc.gov/mlts-911-requirements for additional FCC Guidelines. 

[Please consult with your legal team for proper guidance and your organizations responsibility for compliance regarding the Kari’s Law and RAY BAUM’s Act.] 

In summary, Kari’s Law requires any device in the United States to be able to dial “9-1-1” without a prefix or an outside access code.  The FCC rules also implement the notification requirement of Kari’s Law, which is intended to facilitate building entry by first responders. 

The RAY BAUM’s Act requires first responders to have the necessary information needed to pinpoint the “dispatchable location,” and quickly reach a 9-1-1 caller regardless of the device they dial from, or their exact location inside a large building.  

To facilitate the above two mandates, the nVX Cloud PBX helps determine and establish three critical aspects:  

1. a dispatchable location of the 9-1-1 caller 

2. callback number where the Emergency Services operator can call back the caller, and 

3. alert notifications to individuals or teams that can facilitate building access for first responders 

The nVX Cloud PBX solution allows administrators to defined network locations using combination of public IPs and private network subnets and associate these “network locations” to physical locations. Each physical location is associated with an Emergency Location Identification Number (ELIN).  Additionally, users can define their “dynamic” location from the User Portal.  A system managed dynamic E911 DID will be assigned to the user’s dynamic location. The location information and the ELIN/Dynamic DID are provided to the public safety answer point (PSAP), e.g. the 911 operator, when someone dials 9-1-1.  Each physical location (group of one or more “network locations”) can also have one or more alert notification contacts mapped.  nVX Cloud PBX supports alert mechanisms such as SMS, email, phone call, conference call or triggering a webhook event. 

A device or user’s location identification occurs in the following order: 

1. Based on Registration 

1. Network based: System assigns the location based on the network location data (public IP and private subnet) of the endpoint 

2. Dynamic: Location information provided by the user. When a user logs into User Portal from a previously used location, the location will be auto assigned. If they connect from a new location, they will be prompted to enter their location. 

2. Based on Extension level configuration – the admin can hard-code the location at the extension level where the network information may not be static, unique or granular enough. 

3. If location is not identified using above methods, a default location defined at the tenant/domain level will be utilized. 

Administrator Configurations 

This section contains the configuration items required to enabled Emergency Services for the domain. 

DID Mapping  

The DID Mapping section contains DIDs used for Network Based location.  The DID must be set to Destination Type E911 to be available as an ELIN in Emergency Service page. 

If destination type is selected as E911, all other fields will be grayed out. 

Click on ‘Save’ button to save the changes. 

Click on ‘Back’ button to go back to the DID list. 

Once the DID is mapped to a location, Admin will not be able to change the DID Destination Type. 

Emergency Services  

Apps à Emergency Services 

This section allows admins to create default (first corporate/network location created), other fixed locations as well as dynamic locations on behalf of the users. 

Click on ‘+’ icon and fill the following form. 

Click on ‘Validate’ button to validate address. 

Click on ‘Cancel’ button to cancel location creation. 

If the entered address is correct, Admin will receive the confirmation. 

If the entered address is not correct, Admin will be asked to enter the correct address. 

Once the address is validated i.e. entered address is correct, click on ‘Approve’ button to approve the address. 

Admin will be redirected to the following form. 

• Location Type – Select Location type  
• Network (Corporate) – to create fixed Network Location 
• Dynamic or Default (Remote Users) – to create Dynamic Location for remote users 

If Network is selected as Location Type,  

• ELIN – System will show the present list of DIDs that have e911 as DID destination. Search and select Elin from the drop down.  
• Location Name – Enter Name for Location  

• Notes – Enter notes if any 
• Emergency Alert Notification Contacts – Search and select Emergency Alert Notification Contact from the available list. 

If Dynamic or Default (Remote Users) is selected as Location Type, 

• Select User – Select User from the drop down for the dynamic address 
• Location Name – Enter Name for Location.   
• Notes – Enter notes if any 

Click on ‘Save’ button to save the changes. 

Click on ‘Back’ button to go back to the locations list. 

Network Locations 

Apps à Emergency Services à Click on ‘Network Locations’ button at top right side 

Click on ‘+’ icon and fill the following form to create Network Location.  

• Public IP – Enter Public IP address of the location 

• Internet Subnet – Enter subnet 
• Internet Subnet Mask – Enter subnet mask 
• Location Name – Select Location name from the drop down 
• ELIN – once you save, the associated ELIN will show up 

Click on ‘Save’ button to save the changes. 

Click on ‘Back’ button to go back to the locations list. 

Emergency Contacts 

Apps à Emergency Services à ‘Emergency Alert Notification Contacts’  

This will allow Admins to manage Emergency Contacts for notification.  

Click on ‘+’ icon and fill the following form. 

• Contact Name – Enter a Name for Contact 
• Location Mapped – System will display all Physical Locations available for the domain and allow admins to multi-select the locations. 

• Contact Type – Select the contact type for Emergency Notification and enter the associated contact data. 

Click on ‘Save’ button to save the changes. 

After saving, user can dial 933 from the mapped location to test the alert notification. 

These contacts will be visible on the Location page and Admin can map multiple contacts to the location.