Call back campaign description

The call-back system allows Accolades to select the calls received by a waiting queue that have not been processed by any agent.

The following cases are valid as callback contacts:

• A caller rang once and the call has not been answered;
• A caller rang 6 times and no call has been answered;
• A caller rand 3 times with no answer. The 4th time an agent processed the call. After that, the caller rand again and the final call was unanswered.

A caller is defined as a callback contact when the last call from this caller has not been answered.

The following cases are NOT valid for callback:

• A caller rang last week, with no answer but the callback campaign has been defined for this week.
• A caller rang 4 times on the waiting queue with no answer. After that, he called on another queue from the same account and the call has been processed;
• A caller rang on 2 different queues, with no answer. Later, he was called by an agent, during a campaign.

A contact will be added to a callback campaign as long as the last call was unanswered, at an account level.

After the selection has been done, the contacts can be automatically added to a callback campaign. The management procedures for the new campaign are similar to the ones described in the "Campaigns" chapter.

There are some differences between the regular campaigns and the callback ones.

• the callback campaigns are not counted in the campaign limit for the account;
• a waiting queue can only have one callback campaign (active or inactive);
• manual adding of contacts is disabled (only callers that were in the waiting queue and have not been answered can be added, using the graphic interface).

The callback campaigns are partially real-time. Contacts can be added only by a supervisor. But the deletion of contacts will be done automatically by Accolades. If a contact is defined in a callback campaign and, while the campaign is running that contact calls a waiting queue and gets an answer, then that contact will be deleted from all the callback campaigns defined for that account.