Overview
This article covers the reasons multimedia queued callbacks would not be allowed to be scheduled.
A separate article covers issues preventing the Multimedia Queued Callback feature from reaching a customer and how to troubleshoot them.
Cause
- Specific Skill is set to No Queued Callback
- The caller is already first in the queue with the "Wait in Queue" strategy
- Outside of the QCB Offer Window
- The call is already a returned callback
Resolution
Follow the steps below to resolve or identify why callers are not offered the queued callback feature
Confirm QCB Announcement Settings
- Confirm the announcement offering a queue callback is correctly configured in the applicable skills
- Navigate to Multimedia Configuration > Skill Management
- Click on the ellipsis above the Skill you wish to check
- Click on the ellipsis next to "Queue Announcements"
- Verify the default or custom announcement exists in the skills announcement list
- E.g. Below has the Default "If you would like QCB" announcement
- E.g. Below has the Default "If you would like QCB" announcement
- Open the announcement and verify it is set to "QCB Related: True"
- NOTE: This setting prevents QCBs from being offered when a QCB port is not available
- If it is set to "False", it can affect proper testing for the rest of the items in this list as the announcement may be playing when it should not
- NOTE: This setting prevents QCBs from being offered when a QCB port is not available
Queued Callback Strategy
We want to verify Queued Callback is enabled for the Multimedia Skill in question.
Inside Chronicall, Navigate to Multimedia Configuration > Multimedia Skills
Find the skill having QCB issues, and click the (...) as shown here. In this example, we are looking at the Avaya CM Sales skill.
Here we can verify the related settings for Chronicall's Queued Callback. Select the drop-down arrow next to Queued Callback Strategy. The definition of each of these options is below.
- No Queued Callback: Calls in this skill will not utilize Queued Callback.
- Wait in Queue: Calls that accept a Queued Callback will wait until they are first in line. Once the caller is first in line, the phone system will attempt to call that person and offer them a call. If accepted, the person will be connected to the queue until their call is answered. This is recommended in environments where call durations are short and Agent time is precious.
- Reserve Agent: Calls that accept a Queued Callback will wait until it is their turn. Once it's the caller's turn, an Agent will be removed from the queue and the phone system will attempt to call the person to offer them a call. If accepted, the person will be connected to the reserved Agent. This is recommended if average call durations vary in length. Note: if the reserved Agent chooses to become unavailable (by pressing DND for example), then the caller will be placed first in the queue.
The Caller is First in Queue with "Wait in Queue" Strategy
The "Wait in Queue" QCB strategy (as outlined above) is designed to call the customer back when they reach position number 1 in the queue. If the caller wanting to schedule a callback is already in position number 1, they will not hear the callback offer or be able to schedule the callback by pressing the applicable digit action. This was implemented because callers were scheduling callbacks and immediately receiving them while already in position number 1.
The Current Time is Outside of the Skill's QCB Offer Window
Each skill offers a setting to define the window of time that a callback can be offered (announcement can be heard). This setting is found in individual skill configuration menus as it is customizable for each.
By default, the time is 24 hours. If the setting is modified, any caller outside of that window of time will not hear the queue callback message or be able to schedule a callback by design.
The Call is Already a Returned Callback
If a caller has been returned to the queue from a delivered and accepted callback, they will not be able to schedule a callback again. This should be rare as they are at the front of their respective queue but if they are still waiting a while for the next available agent, they may desire to schedule again but it's not available.
The Call is Already Ringing an Agent
Because we do not want a caller to be able to leave the queue when an agent is moments away from answering it (their phone is ringing), we suppress the callback offer announcement.