Automated Ringback
Automated ringback lets callers in a queue request that you call them back when their call is ready to be answered. This means they can maintain their position in a queue without having to stay on the line.
To activate automated ringback, you need to set up your queue's rule to use this service. Here's an example:
When a call comes in for QueueCallback then enable queue position announcements then enable the caller to dial 1 to leave and maintain their position if the caller id matches '01,02,03,07' then queue the call for group Reception with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing.
What Will Happen?
- Caller Requests Ringback: When a caller requests a ringback using option 1, their call remains in the queue at their current position.
- Queue Progress: As their call progresses through the queue and is ready to be answered, the next available agent will be presented with that call.
- Agent Prompt: When the agent answers, they will first be prompted to press 1 on their phone keypad to confirm if the ringback was successful. If it was, this can be pressed at any time during the call. This ensures a 100% successful ringback rate.
- Note: If the agent does not press 1, the call will be added to the Call Lists within Babblevoice Desktop. This also happens if the caller exceeds your queue duration (e.g. 1 hour). Another agent can then call the patient back later, knowing that the initial call was not answered. A tag will be added to the Call List item based on the name of the group used.
- Caller Calls Back: If the caller contacts the practice again before receiving their ringback, they will be informed of their position in the queue and given the option to cancel their ringback or hang up.
- Withheld Numbers: Callers from withheld numbers will not be able to request a ringback, as their phone number will be unknown.
How do you add it?
- Log into your babblevoice Console.
- Go to the “Rules” tab.
- Find your queue. This could be something like:
When a call comes in for Reception then enable queue position announcements then queue the call for group Reception with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing. - Edit the rule, and add the rule chunk below before you queue the call (look at the example at the top for the placement).
enable the caller to dial 1 to leave and maintain their position if the caller id matches '01,02,03,07' then - Press “Save & Close”
- To ensure you get the most out of this feature, you will also need to ensure you have “Call Lists” enabled by configuring babblevoice Desktop settings.
