A Call Target is a destination where callback requests are sent. Configurable settings such as Registration, Dial, and Callback Strategy impact the user and business experiences and determine how a callback request is treated for a Call Target.

How do I configure a call target?

Use the following steps to configure a call target:

Step 1: Under Configuration on the side navigation menu, click Call Targets.
Step 2: Click Add New CT to open a new call target configuration page.
Step 3: On the General Tab, add a Name that describes the call target.
Step 4: Determine your Registration Settings by choosing the best option(s) for your call target. Registration settings directly affect the callback registration experience for the caller.
Step 5: Determine the Dial Settings for your call target. Dial settings allow you to specify how the callbacks will be dialed and defines the telephony type that will be used when making the callback.
Step 6: Define the Callback Strategy for your call target. Callback strategy is used to specify the callback experiences for both a caller and agent alike during the callback process.
Step 7: Define the End of Day Handling strategy for your call target. Next Day Callback offers callers the option to wait on hold for the next available agent or schedule a callback for the next business day.
Step 8: Scroll up to the header and click Save Changes to add your call target.
Step 9: Click Publish to activate the call target in your system.

How do I clone an existing call target?

The Clone Call Target option allows you to select an existing call target within your organization and copy all of its information onto a new call target. This helps reduce the administration time and effort applied toward creating similar call targets.

Step 1: Begin with a new call target by selecting Add New CT in the Call Targets menu. This opens the Edit Call Target screen.
Step 2: Clone Call Target – If you plan to clone an existing call target, select the desired call target from this drop-down menu.
Step 3: Name – Name the cloned call target. This name must be unique.

NOTE: While cloning is in progress, the call target settings are not configurable. Once the call target cloning process is complete, the call target information within the clone may be edited.

Step 4: At the top of the Edit Call Target window, click Save Changes. This saves your cloned call target as a draft, and allows you to continue working on it.
Step 5: At this point, you may follow other VHT Callback cloud tutorials to configure your call target.
Step 6: When you are finished configuring your cloned call target, scroll to the top of the Edit Call Target window, and click Publish to formally apply your call target to the system.

How do I configure the registration settings of a call target?

This tutorial will help the user gain an understanding of how to configure registration settings.

Use the following steps to configure the registration settings:

Step 1: Select the Callback Offer box to offer the caller the option to choose hold. Only select this option if your IVR does not provide this option up front. When selected, additional options will appear, such as Announce ECBT During Offer, Holding Number, Requested Callback Threshold, and ECBT Threshold.
Step 2: Select the Announce ECBT During Offer option if you want to announce the estimated callback time to the caller prior to allowing them to choose hold.
Step 3: Enter the Holding Number that choose hold calls will go to.
Step 4: Enter the Requested Callback Threshold Number that is allowed before callbacks are disabled.
Step 5: Using the slider, select the Estimated Callback Time Threshold that will disable callbacks if this ECBT Time is reached.
Step 6: Select Announce ANI if you want to present customers with an option to use the number they called from as the callback number.
Step 7: Select Announce ECBT if you want to announce the estimated callback time to the callers. Do not select this option if you already configured it in the callback offer option.
Step 8: Select Allow Extensions for Phone Number if you want to provide an option for callers to enter only their extension in place of a phone number. If selected, you will need to enter the Number for Extensions Only Callback which represents the number the system will dial before entering the extension.
Step 9: Scroll up to the header and click Save Changes to save your configuration as a draft copy.
Step 10: Click Publish to activate these configuration settings to your organization.

How do I configure the dial settings of a call target?

This tutorial is for the user to gain an understanding of how to configure dial settings.

IMPORTANT: If using a custom CID announcement, complete these steps first:
  1. In the sidebar navigation, select Media, then select the Default Media option.
  2. On the Default Media screen, click on Registration to expand the options. Scroll down until you reach Custom Callback CID Audio.
  3. Click on the Custom Callback CID Audio bar to reveal file upload options.
  4. To add a custom audio file, click Choose file to replace audio, or drag-and-drop your audio file onto the designated area.
  5. When finished, scroll to the top of the Media screen and click Save Changes, then Publish, to apply your changes to the system.

Use the following steps to configure dial settings:

Step 1: Scroll down to Dial Settings.
Step 2: Use the toggle button to set the Telephony Type to PSTN or SIP.
Step 3: Enter the phone number you want to receive callbacks from in the Call Center Phone Number box.
Step 4: (Optional) Type additional digits in the Post Dial DTMF space that is needed for the IVR to outpulse once the phone number is dialed. Use the w key if a pause is needed between digits.
Step 5: In the Callback CID option, type the number you want displayed on the ID screen of the caller.
Step 6: If you have set up a custom CID audio file on the Media screen, select the Use Custom Callback CID Audio option.

NOTE: If you selected the Use Custom Callback CID Audio option, the you will see a reminder on-screen to make sure media is uploaded on the Media screen. This does not confirm that media has actually been uploaded.
IMPORTANT: Spoken ANI prefix is only available to VHT Callback cloud organizations that are set up to allow international (non-U.S.) calls. If your organization does not allow international calls, skip Steps 7 and 8.

Step 7: (Optional) By default, the Spoken ANI prefix option is not active. To activate, select Override.
Step 8: (Optional) Once Override is selected, the Spoken ANI prefix field becomes editable. Enter a zero if your customers will expect to hear an ANI prefix starting with a zero.
Step 9: When finished, scroll up to the header and click Save Changes to save your configuration as a draft copy.
Step 10: Click Publish to activate these configuration settings to your organization.

NOTE: Federal and some state laws prohibit the broadcasting of a number that does not accept incoming calls. A valid number must be used for the Callback CID option.

How do I configure an agent first callback strategy?

Configure the system to offer callbacks where the agent is engaged first, then the system dials the customer. Once the customer is reached, the system connects the agent to the customer.

Step 2: First Party Called – Select Agent as the first party to be connected. This may change the options you see on-screen.
Step 3: On-deck Callback – Select this option if you want to call the customer before the agent is reserved on the call.
Step 4: Prompt Customer to Confirm Callback – This option is selected by default. Deselect this option if you do not want the customer to confirm the callback.

  • If deselected, the Leave Voicemail on Early Hangup option will appear.
  • Select Leave Voicemail on Early Hangup if you want the system to leave a voicemail when an answering machine is detected and the agent hangs up within 8 seconds of hearing the voicemail message.

Step 5: Max Queue Depth – Enter the number of simultaneous calls that will be placed in the queue awaiting an agent.

NOTE: The default option is set to Unlimited. Deselect the Unlimited box to manually enter your maximum queue depth value.

Step 6: Max Active Calls – Enter the number of simultaneous calls that can be answered by an agent at any time.

NOTE: The default option is set to Unlimited. Deselect the Unlimited box to manually enter your maximum active calls value.

Step 7: Minimum Callback Delay – Use the slider bar to set the minimum amount of time for delaying a callback.The default delay is 10 seconds.
Step 8: Retry Delay – Use the slider bar to set the retry attempt delay time. The default retry delay is not selected; represented by two dashes (–).

NOTE: If you move the slider on the Retry Delay slider bar, you cannot go back to the “not selected” state. You must select a time value at that point.

Step 9: Retries – Enter the number of callback retries that are allowed before the callback effort is cancelled.

NOTE: If you enter a value in the Retries field, the Retry After Hours option appears. Select this option if you want to allow the system to try connecting to the customer, even after your scheduled business hours.

Step 10: Customer Dial Timeout – Enter the number of seconds the VHT Callback cloud system will ring the customer’s number (without an answer) before the system hangs up.
Step 11: To save your changes as a draft, scroll to the Edit Call Target header and click Save.

NOTE: Your call target information will remain saved, but the call target will not be available for use by your organization until you publish it (see Step 12).

Step 12: When you are finished making changes to your call target, scroll to the Edit Call Target header and click Publish. This will apply your call target configuration settings to your organization, and activate the call target.

How do I configure a customer first callback strategy?

Configure the system to offer callbacks where the customer is dialed first, then the system connects the call to the agent.

Step 1: Start on the Call Target screen in the VHT Callback cloud system. On the General tab, scroll down to the Callback Strategy section.
Step 2: First Party Called – Select Customer as the first party to be connected. This may change the options you see on-screen.
Step 3: Wait for Live Agent – This option is selected by default, and allows your VHT Callback cloud system to play a message asking the customer to wait until they are connected to a live agent.

NOTE: If you deselect this option, the Max Queue Depth and Priority Queue Timeout options are no longer available.

Step 4: Max Queue Depth – Enter the number of simultaneous calls that will be placed in the queue awaiting an agent.

NOTE: The default option is set to Unlimited. Deselect the Unlimited box to manually enter your maximum queue depth value.

Step 5: Priority Queue Timeout – Use the slider bar to set the amount of time a call can sit in queue awaiting an agent before the call times out.
Step 6: Max Active Calls – Enter the number of simultaneous calls that can be answered by an agent at any time.

NOTE: The default option is set to Unlimited. Deselect the Unlimited box to manually enter your maximum active calls value.

Step 7: Minimum Callback Delay – Use the slider bar to set the minimum amount of time for delaying a callback.The default delay is 10 seconds.
Step 8: Retry Delay – Use the slider bar to set the retry attempt delay time. The default retry delay is not selected; represented by two dashes (–).

NOTE: If you move the slider on the Retry Delay slider bar, you cannot go back to the “not selected” state. You must select a time value at that point.

Step 9: Retries – Enter the number of callback retries that are allowed before the callback effort is cancelled.

NOTE: If you enter a value in the Retries field, the Retry After Hours option appears. Select this option if you want to allow the system to try connecting to the customer, even after your scheduled business hours.

Step 10: Customer Dial Timeout – Enter the number of seconds the VHT Callback cloud system will ring the customer’s number (without an answer) before the system hangs up.
Step 11: To save your changes as a draft, scroll to the Edit Call Target header and click Save.

How do I configure end of day handling?

This tutorial is for the user to gain an understanding of how to configure end of day handling.

Use the following steps to configure end of day handling:

Step 1: Scroll down to the End of Day Handling section.
Step 2: Select the Offer Next Business Day Callbacks option if you want to offer next day callbacks during the end of day handling period. If selected, Next Business Day Callback Max, Next Business Callback Delay, and Announce Time for Next Day Callbacks options will appear.
Step 3: Enter the maximum number of callbacks that can be scheduled for the next business day in the Next Business Day Callback Max option.
Step 4: Enter a number in the Next Business Day Callback Delay field that represents the number of minutes from the opening time should next day callbacks be scheduled.
Step 5: Select the Announce Time for Next Day Callbacks option if you want the system to announce the time of day the callback will be launched. If left unselected, the system will just announce morning or afternoon to the caller.
Step 6: Select Return to Hold if you want to provide this option to the caller. When selected, Holding Number will appear. Enter the number that the system can send the call if the customer chooses to return to hold.
Step 7: Select the Use ECBT for End of Day option if you want to use the estimated callback time for determining the end of day handling period, or enter a number in the End of Day Fixed Margin option if you want to use a fixed time for determining the end of day handling period.
Step 8: Scroll up to the header and click Save Changes to save your configuration as a draft copy.
Step 9: Click Publish to activate these configuration settings to your organization.

How do I define a reporting category for a call target?

Reporting Categories are tags that can be assigned to a group of call targets that are used for filtering in the Call Detail report. The following steps will add a reporting category to a call target:

Step 1: Log into your VHT Callback® cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to add a reporting category to.
Step 4: Scroll down until you see the Reporting Categories header.
Step 5: Click the SELECT EXISTING CATEGORY drop down menu.
Step 6: Select an already created category or click +ADD NEW CATEGORY.
Step 7: If +Add New Category was selected, type the new category name in the space provided.
Step 8: Press Enter on keyboard.
Step 9: Scroll up to the header and click Save Changes to add the reporting category to your Call Target.
Step 10: Click Publish to activate your changes in the system..

How do I delete a reporting category from a call target?

The following steps will delete a reporting category from a call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to add a reporting category to.
Step 4: Scroll down until you see the Reporting Categories header.
Step 5: Click Delete next to the Reporting Category wanting to be removed.
Step 6: Scroll up to the header and click Save Changes to remove the reporting category from your call target.
Step 7: Click Publish to activate your changes in the system.

How do I add a metadata item to a call target?

Metadata items allow you to identify and capture specific information for a customer, such as an account number or customer status. This information is used within the VHT Callback cloud system to provide a better customer-agent interaction during the call.

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets. Select the Call Target you want to add a metadata item to.
Step 3: Click on the Metadata tab.
Step 4: Click +Add metadata item.
Step 5: Enter the Name of your metadata item.
Step 6: Type – Select the type of metadata item.

  • Audio – The audio file is played. When Audio is chosen, the Max Length field’s unit of measure is in seconds.
  • DTMF – When DTMF is chosen, the Max Length field’s unit of measure is number of digits.
  • SIP Header – Used to pass custom data through the X-header.

Step 7: Max Length – Enter a value that corresponds to the type of metadata being collected.
Step 8: Terminator – Enter a character that will be entered by the customer when the metadata information entry is complete.

EXAMPLE: The voice prompt speaks: “Enter your phone number, followed by the pound key”. The customer enters their phone number, then presses the pound key (#) as the terminator when finished entering that metadata.

Step 9: Prompt – The platform will play audio to prompt the caller to provide information related to the metadata.

  • Select a prompt from the list, or
  • Select Custom Prompt to use a prompt that was previously uploaded to the Media screen.
IMPORTANT: Save your work! If leaving the Call Target mid-configuration to upload a custom audio file to the Media screen, first scroll up to the header and click Save Changes to save your work as a draft. Follow the steps to add your custom audio file, then, come back to this tutorial to finish setting up your call target metadata item.
NOTE: If you select Custom Audio, the system will pop up a reminder for you to add the custom audio file to your Media screen. This reminder appears whether or not custom audio already exists.

Step 10: Persistence – Determines how long the collected metadata information lives in the platform.

  • Selected – When selected, the platform preserves the call metadata information after the call is complete. The collected metadata information will need to be removed manually, rather than automatically.
  • Not selected – This is the default setting. Leaving the Persistence box blank means that this metadata will be deleted when the call is completed.

Step 11: Select Register Early Hangups if you want the system to register the callback even if the caller hangs up prior to finishing the registration process.
Step 12: (Optional) To identify more metadata items on the call target, click +Add Metadata Item, and follow the preceding Steps 5 through 11 of this tutorial.
Step 13: When finished identifying metadata items for your call target, scroll up to the header and click Save Changes to save your changes as a draft.
Step 14: Click Publish to activate the metadata item or items in the platform.

IMPORTANT: If assigning a customized prompt to the metadata item, you will need to perform the following steps:
  1. In the VHT Callback® cloud sidebar navigation menu, select Media to expand the Media options.
  2. Select Default Media, and scroll down to the Metadata Prompts section.
  3. Select the default prompt or prompts where you would like to replace the default audio with custom audio. The prompt option will expand.
  4. Upload the custom audio file per the on-screen instructions.
  5. The file type on the Media screen changes from Default Audio to Custom Audio.
  6. Scroll to the top of the Media screen, and click Save Changes to save your work in progress.
  7. When finished, click Publish to activate your changes in the system.

How do I remove a metadata item from a call target?

The following steps will remove an existing metadata item from a call target. Once removed, the specified metadata information will no longer be collected by the platform for that call target.

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets. Select the call target you want to remove a metadata item from.
Step 3: On the call target screen, click the Metadata tab to view the full list of metadata items.
Step 4: Identify the metadata item you want to remove from the call target, then click Remove.
Step 5: Confirm the deletion when prompted.
Step 6: When finished, scroll up to the header and click Save Changes to save your changes as a draft.
Step 7: Click Publish to remove the metadata item from the platform.

How do I manually delete collected metadata?

Metadata information is collected and used during a call, then deleted from once the call is complete. But, if you wish to preserve metadata information for future use, you can identify it as Persist Forever. Any collected Persist Forever metadata information can only be manually removed from the platform by following the steps in this tutorial.

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets. Select the call target you want to delete all collected metadata item from.
Step 3: On the call target screen, click the Metadata tab to view the full list of metadata items.
Step 4: For any metadata items that will have their preserved metadata information removed, deselect the Persistence / Persist Forever option.
Step 5: Scroll up to the header and click Save Changes. Then, click Publish to formally apply the changes to the platform.
Step 6: Scroll to the bottom of the metadata items list to locate the Remove historical metadata button.
Step 7: Click Remove historical metadata, then confirm the deletion when prompted.

NOTE: Any metadata items still designated as Persist Forever will retain their metadata information in the system.

Step 8: When finished, scroll up to the header and click Save Changes to save your changes as a draft.
Step 9: Click Publish to apply your change to the platform.

How do I change the default hours of a call target?

The following steps will change the hours of a call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to change the default hours of.
Step 4: Click on the Hours tab.
Step 5: If wanting to change the Timezone, un-click Use Organization Default Timezone. Otherwise, move to step 7 below.
Step 6: Use the Timezone drop down menu to select the timezone of the call target.
Step 7: Un-check Use Organization Default Hours of Operation.
Step 8: Click +Add Hours entry.
Step 9: Using the dropdown menu, pick the first day of the week you are open. If you are open 7 days a week, choose the Everyday option.
Step 10: Enter your opening and closing hours for that day. Click AM or PM to select the right choice.

TIP: Repeat steps 8-10 for any additional days the organization is open.

Step 11: Scroll up to the header and click Save Changes to update the hours to your call target.
Step 12: Click Publish to activate the changes in the system.

How do I remove hours from a call target?

The following steps will edit the hours of a call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to change the default hours of.
Step 4: Click on the Hours tab.
Step 5: Click Remove next to the day(s) of the week you are wanting to delete.
Step 6: In the popup menu, click Delete Hours.
Step 7: Scroll up to the header and click Save Changes to update the call target hours.
Step 8: Click Publish to activate the changes in the system.

How do I add customized audio to a call target?

The VHT Callback cloud instance allows you to add customized audio to any call prompt. The following steps will add a customized audio prompt to your call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu, Click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to add a customized file to.
Step 4: Click the Call Target Media tab.
Step 5: Click the prompt name that you want to add customized audio to.
Step 6: Click Choose file to replace audio … or Drag file here to replace audio.
Step 7: If Choosing file to replace audio, browse the open popup window and find the customized audio .wav file that will replace the default audio.
Step 8: Click Open.
Step 9: Click Play Custom to listen to the customized audio.
Step 10: Click Publish to activate your changes in the system.

How do I revert from a customized audio file back to default?

The VHT Callback cloud solution allows you to revert from customized to default audio. The following steps will revert a customized audio back to using the default settings:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to add a customized file to.
Step 4: Click the Call Target Media tab.
Step 5: Click the Revert to Use Default button.
Step 6: Click Publish to activate your changes in the system.

How can I disable callbacks for a call target?

Disabling callbacks is used primarily when your call center’s system goes down and you want the VHT Callback cloud instance to stop processing callbacks so the system does not place customers into an unreachable queue. The following steps will disable the processing of callbacks for a specific call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu under Configuration, click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to disable callbacks for.
Step 4: Click the On/Off tab.
Step 5: Click the Disable Callback box to disable the processing of all callbacks.
Step 6: Click Save Changes to update your call target settings.
Step 7: Click Publish to activate your changes in your system.

NOTE: If selected, callback requests will still be allowed by the system but will not be processed until the system is allowing callbacks again.

How can I disable callback requests for a call target?

Disable Business Hours is used when you want to stop callback registration, but still want to allow callbacks to be processed by a call target. The following steps will disable callback requests for a call target:

Step 1: Log into your VHT Callback cloud instance by going to https://callback.vhtcx.com
Step 2: In the side navigation menu, Click Call Targets.
Step 3: In the side navigation menu and under Call Targets, click the call target you want to disable callback requests for.
Step 4: Click the On/Off tab.
Step 5: Click the Disable Business Hours box to disable the processing of callback requests.
Step 6: Click Save Changes to update your call target settings.
Step 7: Click Publish to activate your changes in the system.

How do I add a media set to a call target?

The following steps are used to add a media set to a call target:

Step 1: Click Call Target in the side configuration menu.
Step 2: Click on the call target you are wanting to add the media set to.
Step 3: Click the Call Target Media tab.
Step 4: Under the media set, click the dropdown titled USE DEFAULT MEDIA.
Step 5: Click the media set to be used by the call target.
Step 6: Click Save Changes to add the media set to your call target.
Step 7: Click Publish to activate your changes in the system.

New to the VHT Callback cloud product? Get started here.

Discover it: Read about the Call Targets screen in the VHT Callback cloud solution.

What's next?

Learn about phone numbers in the VHT Callback cloud product. The Phone Numbers page is where phone numbers are provisioned to an organization and assigned to an active Call Target or SMS interaction.