Call Targets are a destination where callback requests are sent to be processed. They also represent a holding queue associated with a contact center. Configurable settings such as Registration, Dial, Callback Strategy, and End of Day Handling will impact the user and business experiences and determine how a callback request is treated for a particular Call Target.

The Call Target screen can be found under Configuration in the side navigation menu. Click Call Targets to view a list of previously configured call targets or to configure a new Call Target by clicking on the Add New CT option.

General tab

The General tab is where callback settings are defined for a call target. The following settings can be configured on the General tab screen:

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 vs. creating multiple similar call targets from scratch. Once the clone is created, the settings may be configured.

The Name is also configured in the General tab and is used to describe your call target.

Registration Settings

The Registration Settings directly affect the callback registration experience for the caller and consists of the following configuration options (click an option below the picture to learn more about its configuration settings):

Callback Offer

The Callback Offer box is used to give the caller the option to accept a callback or remain on hold for the next available agent. If left unchecked, the caller will not be given an option to remain on hold, but instead, will be automatically directed to the callback registration process.

If Callback Offer is selected, the following options will appear:

  • Announce ECBT During Offer – This option announces the estimated callback time to a caller prior to offering them a callback. Understanding the approximate callback time can help a caller make a more informed decision on whether or not they want to remain on hold or request a callback.
  • Holding Number –  The number where Callback cloud can send the caller if he or she chooses to remain on hold. This should match the number associated with the call center holding queue.
  • Requested Callback Threshold – This option throttles the number of callback requests your system processes each day. This number represents the maximum amount of requested callbacks that will be accepted by the system before disabling the Callback Offer option.
  • ECBT Threshold – The Estimated Callback Time Threshold option allows you to determine the maximum callback time, up to 5 hours, that will be allowed before disabling the Callback Offer option for your system.

Announce Automatic Number Identification (ANI)

The Announce Automatic Number Identification (ANI) box presents the caller with the option to use their ANI as the return callback number. The number will be played back so the caller can accept or reject using this option. If rejected, the caller will be prompted to enter another callback number to dial.

Announce ECBT

The Announce ECBT option is used to announce the Estimated Callback Time (ECBT) to the caller. The ECBT is the approximate amount of time the caller can expect to wait before receiving a callback. When selected, the current callback time is quoted to the caller using a 20% buffer below and above the calculated time. For example, if the ECBT is ten minutes, the caller will hear the expected callback time is between 8 and 12 minutes.

Register Early Hangups

The Register Early Hangups option provides Callback cloud with the option to still register a callback for a customer who hangs up after confirming their phone number, but before the end of the registration process.

Allow Extension or Phone Number

USE CASE: This option is designed for organizations whose customers come from within the company and use dialed extensions for their callback number.

The Allow Extension or Phone Number option provides users with a choice to enter either a 10 digit phone number for a callback or just their extension. If the caller enters a 10 digit number when prompted, the system will use that number as the callback number. However, if the caller enters an extension instead, the system will use the provided  Number for Extension Only Callbacks to launch the callback and then dial the extension once connected to the call.

Scheduled Callbacks

Scheduled Callbacks provide web customers with the option to schedule a callback for a later date and time using a widget.

If Scheduled Callback is selected, the following options will appear:

  • Allow Scheduling Callback Outside Hours?- This option allows customers to schedule callbacks outside of the Organization or Call Target's hours. If this option is left unselected, the widget will display “Callback is currently unavailable. Please try again when we reopen at [Next Open Time]" when it is outside of operating hours.
  • Max Scheduled Callbacks Per Interval- This option controls the maximum number of scheduled callbacks allowed by a call center in any 30 minute interval. Once the threshold is reached, scheduled callbacks will not be processed until the next 30 minute interval starts.
  • Number of Days Out to Schedule Callbacks- This options defines the number of days out from the current date that a customer can schedule a callback.
  • Minimum Number of Scheduling Options- This option defines the minimum number of scheduling options that are presented to a customer in 30 minute increments. For example, if 10 is the configured number, the widget will display the next 10 callback options in 30 minute increments.

Practice it: Learn how to configure the registration settings of a Call Target.

Dial Settings

The Dial Settings section specifies how the callbacks will be dialed, and defines the telephony type that will be used when making the callback. It also consists of the following configuration options (click an option below the picture to learn more about its configuration settings):

Telephony Type

The PSTN (Public Switch Telephone Network) option allows the system to deliver callbacks over the standard telephone network. The SIP (Session Initiation Protocol) option is used to deliver callbacks through a Voice over Internet Protocol (VoIP) connection.

Call Center Phone Number

This represents the telephone number or SIP address that the system will dial to connect the callback with the corresponding holding queue.

Post Dial DTMF (Dual Tone Multi Frequency)

Represents the digits that are required to be outpulsed to the callback destination after the callback is connected. Use a “w" if a pause between digits or a set of digits is required (for example, when you are navigating different branches of an IVR menu). As an example, after being connected an IVR prompts the system to play a 1 for the company directory and then a 2413 for the caller's extension, the DTMF digits configured would be: 1w2413.

Callback CID (Caller ID)

The phone number you want to appear on the caller's phone display when they receive the callback.

DISCLAIMER: Federal and some state laws prohibit broadcasting of a number on a caller's screen that does not accept incoming calls. Therefore, enter a valid phone number that can accept incoming calls otherwise, leave this option blank.

Use Custom Callback CID Audio

You can control how the VHT Callback cloud platform announces a Caller ID (CID) number to your customer. Tailor your customer’s voice experience, aligning it with your corporate branding, by using a custom recording instead of the default digital voice read-out of the CID number. Once you upload your custom recording to the platform, the recording can be selected for use on the Call Target screen.

NOTE: International dialing options of Country Codes, Spoken ANI Prefix, Minimum Callback Number Length, and Maximum Callback Number Length will only be visible to customers who are authorized for non-US dialing. Contact your VHT Callback cloud administrator for help with international dialing.

Country Codes

Country codes are used to configure Call Targets for international dialing. This setting allows the administrator to configure country code prefixes that will be appended to the ANI, but not announced to the caller.

NOTE: The first country code provided in the list will be used when no ANI is available.

Spoken ANI Prefix

For international customers whose area code starts with a zero, this option configures the callback to speak the zero if it is entered as the ANI.

Minimum and Maximum Callback Number Length

These settings set the minimum and maximum number of digits allowed in a dial string. For example, all US numbers will have a minimum and maximum setting of 10 because that is the minimum and maximum dial length for all US numbers.

Other countries may vary. For example, some countries may have a minimum length of 7 digits and a maximum length of 12. In this case, the minimum will be set to 7 and the maximum will be set to 12.

Practice it: Learn how to configure the dial settings of a Call Target.

Callback Strategy

Callback Strategy is used to specify the callback experiences during a callback process for both a caller and an agent alike. There are two types of strategies that can be implemented in your VHT Callback® cloud instance, they are (click an option to learn more about its configuration settings):

Agent First Strategy

Callback cloud will dial the agent first, ensuring that the agent is connected before dialing the customer. When an agent is called, they will need to confirm that they are available. If the agent does not confirm, the callback will not be launched. Having the agent available for the customer guarantees no wait time for the caller when they are connected to the call.

For this strategy, the Agent is the First Party Called.

The On-deck Callback option is used when you want to call the customer before the agent confirms they are available. This option aims to introduce greater efficiency to the Agent First callback strategy by retrieving the customer before the agent has answered the call. Thus reducing the amount of time the agent is waiting on the line before speaking with the customer.

The Prompt Customer to Confirm Callback option is selected by default and prompts the caller to accept the callback before being connected during the callback process.  If this option is unchecked, the caller will not be asked to accept the callback, but instead, will immediately be connected to the agent's call leg.

The Leave Voicemail on Early Hangup option will only be visible when the Prompt Customer to Confirm Callback is unchecked. When selected, the agent will be connected to the customer's line immediately upon the phone answering.  If the agent disconnects the call within 8 seconds upon hearing the voice mail greeting, the callback platform assumes the agent has reached a voicemail and leaves a scripted message on their answering machine.

The Max Queue Depth option represents the number of simultaneous callbacks awaiting an agent that can be placed into the priority queue. No additional callbacks will be placed for this call target if the maximum number is reached. Any additional callbacks that are due to be processed become wait listed until capacity allows for their processing. By default, the queue depth for callbacks is set to unlimited.

The Max Active Calls option represents the number of simultaneous callbacks that can be handled at a time.  This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “active” is defined as a call in which both parties (caller and agent) are connected to the call. The system will wait list any additional calls above the set simultaneous limit. By default, the maximum active calls are set to unlimited.

The Minimum Callback Delay setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds.

The Retry Delay setting prevents the system from attempting to retry a callback too quickly after it was unsuccessful. The default minimum is 0 seconds.

The Retries setting determines how many times, in addition to the initial callback attempt, a callback should be retried when an attempt to reach the customer was unsuccessful. Unsuccessful callback attempts can occur when:

  • the caller does not answer after a number of ring attempts.
  • an answering machine or voicemail intercepts the call.
  • a busy signal is encountered indicating that the line is engaged.
  • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call.

Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted and will no longer be retried.

The Customer Dial Timeout setting provides an option to configure the number of seconds your system will maintain an outbound dial (without a customer response) before it disconnects the call. This option is available when creating a new call target, or editing an existing call target. The default timeout is 120 seconds, with a minimum value of 5 seconds. Timed-out calls can be found in the Call Detail report as Outcome: Unavailable, with a Retry Reason code of customer_leg_timeout.

Customer First Strategy

Callback cloud will dial the customer first, ensuring the customer is connected, then transfers them to a priority holding queue where they will await for the next available agent. If the customer does not confirm, the call to the agent will not be launched.

For this strategy, the Customer is the First Party Called.

Although the Leave Voicemail on Early Hangup is visible, it is not used with the Customer First strategy and has been made inactive.

The Wait for live Agent option ensures Callback cloud will wait for a live agent confirmation before connecting the call with the customer. Also, when selected the Max Queue Depth and Priority Queue Timeout will appear.

The Max Queue Depth is only displayed when Wait for live Agent is checked. The Max Queue Depth represents the number of simultaneous callbacks awaiting an agent that can be placed into the priority queue. No additional callbacks will be placed for this call target if the maximum number is reached. Any additional callbacks that are due to be processed become wait listed until capacity allows for their processing. By default, the queue depth for callbacks is set to unlimited.

The Priority Queue Timeout is only displayed when Wait for live Agent is checked. The Priority Queue Timeout represents the maximum number of seconds that is allowed for a callback to be sitting in a priority queue before being timed out. When the timeout is reached, the waiting customer will be automatically bridged to the agent leg of the call. By default the timeout is set to infinite, meaning that no timeout applies.

The Max Active Calls represents the number of simultaneous callbacks that can be handled at a time.  This option allows simultaneous callbacks into the call target to be limited to a maximum number. In this case, “active” is defined as a call in which both parties (caller and agent) are connected to the call. The system will wait list any additional calls above the set simultaneous limit. By default, the maximum active calls are set to unlimited.

The Minimum Callback Delay setting prevents the system from attempting to launch the callback too quickly after it was created. The default minimum is 10 seconds.

The Retry Delay setting prevents the system from attempting to retry a callback too quickly after it was unsuccessful. The default minimum is 0 seconds.

The Retries setting determines how many times, in addition to the initial callback attempt, a callback should be retried when an attempt to reach the customer was unsuccessful. Unsuccessful callback attempts can occur when:

  • the caller does not answer after a number of ring attempts.
  • an answering machine or voicemail intercepts the call.
  • a busy signal is encountered indicating that the line is engaged.
  • the call results in a telephone carrier intercept because it is invalid, disconnected or if the carrier has problems completing the call.

Once the maximum number of retries has been reached, the callback will be marked as unsuccessful due to maximum number of retires attempted and will no longer be retried.

The Customer Dial Timeout setting provides an option to configure the number of seconds your system will maintain an outbound dial (without a customer response) before it disconnects the call. This option is available when creating a new call target, or editing an existing call target. The default timeout is 120 seconds, with a minimum value of 5 seconds. Timed-out calls can be found in the Call Detail report as Outcome: Unavailable, with a Retry Reason code of customer_leg_timeout.

Practice it: Learn how to configure the agent first callback strategy settings of a Call Target.

Practice it: Learn how to configure the customer first callback strategy settings of a Call Target.

End of Day Handling

End of Day Handling provides callers with an option to wait on hold for the next available agent or schedule a callback for the next business day.

The Offer Next Business Day Callbacks option is used to schedule a callback for the next business day instead of having the caller wait on hold. When selected, additional options will also appear that are used to help configure the user experience. They are:

Next Business Day Callback Max: This option determines the number of callbacks that can be scheduled for the next business day. The default option is 100 calls but can be scaled up or down by entering the number in the space provided. EXAMPLE: if 10 is entered in the provided space, the system will only allow 10 calls to be scheduled for the next business day.

Next Business Day Callback Delay: This option determines the length of time, in minutes, that callbacks can be scheduled for after the start of the call center's business day. The default option is 60 minutes but can be changed to better service the business needs. EXAMPLE: if 60 minutes is used and the call center opens at 8 a.m., the system will not allow callbacks to be launched until after 9 a.m.

Announce Time for Next Day Callbacks: This option provides the caller with an expectation as to when they should receive their schedule callback. If left unchecked, the system will simply respond to the caller with a time range of simply morning or afternoon.

The Return to Hold option will allow a caller to wait on hold for the next available agent instead of scheduling a next day callback. When this option is selected, the Holding Number option will also appear. This represents the number where Callback cloud can send the caller if he or she chooses to remain on hold. This should match the number associated with the call center holding queue.

The Use ECBT for End of Day option uses the Estimated Callback Time as a way to determine the end of day period. EXAMPLE: if the ECBT is 30 minutes and the call center closes at 5 p.m., the VHT Callback cloud instance will start offering the next day callback option to callers at 4:30 p.m.

The End of Day Fixed Margin option uses a fixed time when determining the end of day period. EXAMPLE: if 60 minutes is entered in the provided space and the call center closes at 5 p.m., the VHT Callback cloud instance will start offering the next day callback option to callers at 4 p.m.

Practice it: Learn how to configure the end of day handling settings of a Call Target.

Reporting Categories

Reporting Categories allows users the ability to assign a name to one or more Call Targets. This name will group the Call Targets into a single category and is used to filter reports found in the Call Detail.

Learn More: See Call Target Tutorials for information on adding, editing, and deleting Call Targets.

Practice it: Learn how to add reporting categories to the VHT Callback Cloud product.

Metadata Tab

The Metadata tab allows users the opportunity to create additional information fields, such as an account number, that can be gathered from a customer during the registration process. This can be done by using Audio, DTMF, or SIP Header configurations.

The Name simply describes the metadata item.

The Type represents audio (used for speaking), DTMF (used for pulses), or SIP Header (used for User-to-user or X header metadata items). The custom headers will be generated and passed when the outbound call is placed. Custom SIP and X headers require SIP connectivity to the VHT Callback cloud application.

The Max Length is a number used to represent either seconds for audio or pulses for DTMF.

The Terminator value represents the special digit or character, such as #, that will end the interaction.

The Prompt dropdown menu allows the user to select a default prompt or create a new one.

Practice it: Learn how to add metadata items to the VHT Callback cloud instance.

DISCLAIMER: If the user wants to create a new prompt, they must upload custom media on the Media tab.

Hours tab

The Hours tab is where a manager can define the hours of operation for a particular Call Target. By default, the hours of operation will follow the same hours defined by the organization. However, if business hours are set at the Call Target level, they will override the organizational hours.

Practice it: Learn how to add hours to a Call Target.

Call Target Media tab

The Call Target Media tab is where a manager can define the callback media for a particular call target. By default, the callback media will follow the same configuration defined by the Media screen.

Practice it: Learn how to assign a media set to a Call Target.

On/Off tab

The On/Off tab is where a manager can disable both callback registration and callbacks for a  specific Call Target.

The Disable Callback option is used when you have an unplanned emergency and you need to temporarily disallow callbacks from being returned. When this option is selected, the system will continue to provide callers the opportunity to register for a callback. However, callbacks will not be launched at their designated time, but rather, they will be wait-listed until this option has been unselected.

NOTE: If this option remains selected for an extended period of time, a large number of callbacks could be dialed at once when this option becomes unselected. Also, callers will not be presented with ECBT when the Disable Callback option is enabled.

The Disable Business Hours option will not allow new callbacks to be registered. Callers attempting to register a callback during this time will be greeted with the following message: “We are unable to offer callbacks at this time” and the customer will be disconnected. Callbacks already registered before this option was selected will continue to be returned and placed in the priority queue. Use this option if you are expecting or already experiencing a suddenly high influx of calls or your staffing for accepting calls is unexpectedly reduced.

Check both Disable Callback and Disable Business Hours to turn off the VHT Callback cloud product for a particular Call Target.

Practice it: Learn how to turn off callbacks for a Call Target.