Allow Inbound Caller to Request a Call Back While Holding in Queue - Retention Bait

The Retention Bait tab of the ACD Queue allows the administrator to give incoming callers up to three options after holding in queue for a predefined amount of time. The administrator may provide a combination of any three of the following options.

• Caller Chooses to continue holding
• Leave Voicemail
• Transfer to another phone number
• Receive a Call Back
• Route to another IVR
• Route to another ACD Queue

To successfully allow the callers to request a call back the following two requirements must be completed.

1. The Retention bait tab of the ACD Queue must be configured to allow the callers to request a callback and add the incoming caller ID to a dialing list.

• Go into the Census and create a new empty dialing list. Name the list something that helps you identify it as the outbound call back request list, and make sure this list is associated with the campaign the agents making the call backs are logged into. (You can also use your existing dialing list if you have one)
• Go into the Retention Bait tab of the ACD Queue. There, specify the hold time threshold; the amount of time the inbound caller will remain on hold prior to having the on-hold options presented to them.
• Select the pre-selection prompt. This is the audio message that's played to the inbound caller informing them of their options; digits one, two and three. (This message must be pre-recorded and uploaded into the prompts and messages application. Once uploaded it will be available to select in the Retention Bait tab)
• Optionally select a Post-Selection prompt. This prompt is played to the caller after making a selection. This same prompt is played no matter the option the caller selects, this should be a generic message. (This message must be pre-recorded and uploaded into the prompts and messages application. Once uploaded it will be available to select in the Retention Bait tab)
• In the options menu, used the three tabs, 1, 2, and 3 to specify the action to take when each option is selected.

• To allow a Callback, select the Call Back radio button within the desired selection tab, and select the list to add the callback number to using the callback drop-down (The list created in step 1). 
• To allow callers to continue holding, select the 'Caller chooses to continue waiting' radio button as the option in one of the digit tabs.
• To allow callers to leave a voicemail, select the Voicemail radio button as the option in one the digit tabs (Voicemail box must be created within the voicemail tab of the Prompts and messages application, once created, it will be available to select in this menu).
• To forward the call to another phone number, select the 'Number' radio button as the option in one of the digit tabs, and specify the phone number to forward to.
• To push the call to an IVR, select the 'IVR' radio button as the option in one of the digit tabs, and specify the IVR to send the call to.
• To push the call to another ACD Queue, select the 'ACD Queue' radio button as the option in one of the digit tabs, and specify the ACD Queue to send the call to.

     2. The campaign the agents are logged into must be configured to dial the dialing list the callback requests are added to.

• The dialing list used to collect the Call Back data must be active for the campaign to dial it. Go into Census and make sure the dialing list is active.
• When an inbound caller selects the Call Back option, a new record is added the dialing list specified in the settings, and that record is dispositioned as 'Inbound Caller ID Callback'. Within the dialer tab of the campaign, make sure the 'Inbound Caller ID Callback' disposition is dialable by selecting it the 'Dispositions to Dial' field within the Dialer tab.

Once these settings are in place, the campaign will allow an inbound caller to request a callback, and these call backs will be made by the campaign based on the campaign outbound dialing settings.