Assisted callback

Assisted callback feature helps in resolving callback cases by notifying the user about such cases when call to same number is made or received. Finding out about related callback cases helps the user in closing the cases and in offering better service.

When the user makes an outbound call to a phone number or receives an inbound call from a number that has an open callback case, the Voice for Android and iOS mobile app will show a notification about the case. Notification is displayed when the call is allocated, and the user can view it during the call. The notification will be displayed on mobile app while actual calls can take place on any terminal.

Notification displays the caller's phone number and a link to close successfully the case.

Open

Tapping elsewhere on the notification opens the case in mobile app and further details can be viewed:

Open

Please note, a callback case is not closed automatically but requires the user to determine and select the right status. The case status in above picture can be selected on Handling tab.

The main Call handling view displays all callbacks the user has access to. Cases that are related to recent calls are highlighted at the top. Here the user can find cases they were notified about earlier, but did not react to those notifications:

Use cases supported

1. The customer has called in and left a callback. An agent calls the customer from their mobile phone. The agent is not using mobile app’s call handling to start the call. During and after the call, the agent should be aware that there is an open callback case so they can proactively resolve it.

2. The customer has called in and left a callback. The customer calls in again and the agent now answers. The agent is made aware of the open case and can proactively resolve it. This occurs for both service queue calls and direct calls to a personal number.

Pre-requisites

• The user must have the appropriate callback features enabled.

• The user must be authorized to access the list in which the open callback case is in.

• The user must have a Voice for Android or iOS installed.

• The callback list for the callback case must have this feature specially enabled.

• The caller cannot be “anonymous”, that is, they must display their phone number when calling.