When a call is unexpectedly disconnected, the Return to queue capability gives end-users the option to return to the queue that they were in before the call started. If the queue is configured for first in first out (FIFO), the call goes to the front of the queue, to be connected by the next available agent. Otherwise, the call is prioritized so that it goes to the front or near the front of the queue.
There are two Return to queue workflows: the immediate offer workflow and the redial offer workflow. For more information, see Return to queue workflows.
The Return to queue capability is available only for IVR calls.
Configure Return to queue globally
To configure Return to queue globally, follow these steps:
In the CCAI Platform portal, click Settings > Call. If you don't see the Settings menu, click Menu.
Go to the Call Details pane.
In the Return to Queue After Disconnection section, select the Return consumer to the top of the same queue after disconnection checkbox.
In the Call disconnection timeframe field, enter the maximum call length where a call can be sent back to the queue after disconnection. A call that's longer than this can't be sent back to the queue. For a call that's shorter than the call disconnection timeframe, the end-user is offered the option to return to their queue in the following cases:
The call was disconnected by the agent. This is the immediate offer workflow.
The call was disconnected due to a network or system issue and the end-user calls back within the callback timeframe. This is the redial offer workflow.
In the Callback timeframe field, enter the amount of time, after an end-user is disconnected due to a network or system issue, that they have to call back to be offered the option to return to the queue that they were in. An end-user who calls back after this amount of time can't be sent back to the queue.
Optional: To prevent calls from specific phone numbers from being sent back to the queue, do the following:
In the Phone Number field, enter a phone number, and then click Add number.
To add more phone numbers to the list, repeat the previous step.
End-users who call from numbers on this list won't be offered the option to return to the queue that they were in.
Click Save Call Details.
Configure Return to queue at the queue level
You can configure the Return to queue capability for one or more queues. This overrides the global setting for those queues. For example, you could set a longer callback timeframe for a high-priority support queue.
To configure Return to queue at the queue level, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.
In the IVR (Interactive Voice Response) pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, for Return to Queue after disconnection, click Configure. The Return to Queue after disconnection dialog appears.
Select the Return consumer to the top of the same queue after disconnection checkbox.
In the Call disconnection timeframe field, enter the maximum call length where a call can be sent back to the queue after disconnection. A call that's longer than this can't be sent back to the queue. For a call that's shorter than the call disconnection timeframe, the end-user is offered the option to return to their queue in the following cases:
The call was disconnected by the agent. This is the immediate offer workflow.
The call was disconnected due to a network or system issue and the end-user calls back within the callback timeframe. This is the redial offer workflow.
In the Callback timeframe field, enter the amount of time, after an end-user is disconnected due to a network or system issue, that they have to call back to be offered the option to return to the queue that they were in. An end-user who calls back after this amount of time can't be sent back to the queue.
Click Save.
Optional: Configure audible messages
By default, CCAI Platform is configured to read out text-to-speech messages to end-users when their calls are unexpectedly disconnected. You can edit the text of these text-to-speech messages, or you can upload a recording that plays instead.
To configure audible messages, follow these steps:
In the CCAI Platform portal, click Settings > Languages & Messages. If you don't see the Settings menu, click Menu.
Go to the Return to Queue After Disconnection Messages section.
To configure the Return to queue confirmation message, do one of the following. This message plays when the agent disconnects and the end-user is still on the call. This is the immediate offer workflow.
To change the text-to-speech message, edit the text in the text field. The system reads out the
@{QUEUE}variable as the queue that the end-user came from.To upload an audio recording to read out instead of using the text-to-speech message, click Upload and then upload a MP3 or WAV file with your message.
To configure the Return to queue confirmation on callback message, do one of the following. When the call ends due to a network or system issue, this message plays if the end-user calls back within the callback timeframe. This is the redial offer workflow.
To change the text-to-speech message, edit the text in the text field. The system reads out the
@{QUEUE}variable as the queue that the end-user came from.To upload an audio recording to read out instead of using the text-to-speech message, click Upload and then upload a MP3 or WAV file with your message.
Click Save.
Return to queue workflows
There are two Return to queue workflows:
Immediate offer workflow
Redial offer workflow
Immediate offer workflow
In the immediate offer workflow, the call is disconnected by the agent and the end-user stays on the call. For more information, see Configure Return to queue globally and Configure Return to queue at the queue level.
Here's the immediate offer workflow:
A call is disconnected by an agent within the call disconnection timeframe and the end-user stays on the call. If a call is disconnected beyond the disconnection timeframe, the call can't be returned to the queue.
The end-user hears the Return to queue confirmation message and does one of the following:
Presses 1: The end-user is routed back to the queue that they were in. If the queue is configured for first in first out (FIFO), the call goes to the front of the queue, to be connected by the next available agent. Otherwise, the call is prioritized so that it goes to the front or near the front of the queue.
Presses 0: The end-user returns to the top-level menu readout, unless:
The end-user called into a direct access point. In that case, they return to that queue instead of the top level.
The end-user called into the inbound phone number of a queue. In that case, they return to that queue instead of the top level.
Redial offer workflow
In the redial offer workflow, the call is disconnected by a network or system issue and the end-user calls back. For more information, see Configure Return to queue globally and Configure Return to queue at the queue level.
Here's the redial offer workflow:
A call is disconnected by a network or system issue within the call disconnection timeframe. If a call is disconnected beyond the disconnection timeframe, the call can't be returned to the queue.
The end-user calls back within the callback timeframe. If the end-user calls back beyond the callback timeframe, the call can't be returned to the queue.
The end-user hears the Return to queue confirmation on callback message and does one of the following:
Presses 1: The end-user is routed back to the queue that they were in. If the queue is configured for first in first out (FIFO), the call goes to the front of the queue, to be connected by the next available agent. Otherwise, the call is prioritized so that it goes to the front or near the front of the queue.
Presses 0: The end-user returns to the top-level menu readout.