Welcome to the VHT Callback® cloud solution! This guide is designed to provide you with everything you need to know about configuring your VHT Callback cloud instance so it can begin offering exceptional callback experiences to your customers.

Before diving into configuring your VHT Callback cloud instance, lets take a moment and explore the VHT Callback cloud application.

BEFORE YOU BEGIN:

Don’t have access to the VHT Callback cloud solution? Sign up today for a free trial, and receive the first 25 callbacks on us.

Exploring the VHT Callback cloud application

You can go anywhere within the VHT Callback cloud application by using the top and side navigation menus. To begin your tour, log in to your VHT Callback cloud instance by going to https://callback.vhtcx.com.

Watch the following video to learn more about logging into your VHT Callback cloud instance:

Watch the following video to learn about the top and side navigation menus:

Click one of the following dropdown menu items to read more about the navigation menus:

Top Navigation Menu

The top navigation menu allows you to manage system notifications and profile settings. It consists of the following options:

  • The Toggle menu button will expand and collapse the side navigation menu.
  • Organization name.
  • Notifications provides access to all system alerts and notifications.
  • Product Help provides access to product documentation and support.
  • Click the email address to access Profile Settings.

Side Navigation Menu

The side navigation menu allows you to manage and configure your VHT Callback cloud instance and consists of the following options:

  • Dashboards Menu provides access to system status and metrics.
  • Reports Menu provides access to the Call Detail and System Reports.
  • Configuration Menu provides access to editing your organization, configuring call targets, and provisioning phone numbers for your VHT Callback cloud instance.

Now that you have a better understanding of navigating the VHT Callback cloud application, you can begin configuring your VHT Callback cloud instance.

Configure a VHT Callback cloud instance to offer callbacks

Define an organization

Setting up your organization is the first, and most important, step in configuring a VHT Callback cloud instance to offer callbacks. The configuration done here will be used throughout the VHT Callback cloud instance, and forms the foundation for all other configuration options within the instance.

Click on the following dropdown menu items to learn more about configuring the required organization screens:

General tab

The General tab is where an administrator can change the organization name and add a SIP trunk termination URI. This is added if they do not want to use the VHT Callback cloud telephony option.

Watch the following video to learn more about configuring the General tab of an Organization:

Use the following steps to configure the General tab:

Step 1: On the side navigation menu, select Organization.
Step 2: Select the General tab.
Step 3: Click on the Name field and type the updated or changed name.
Step 4: If adding a SIP Trunk Termination URI, click on the field and type the SIP address in the space provided.
Step 5: Click Save Changes to save your change set.
Step 6: Click Publish to activate your changes to the live site.

Learn more:  Click here to learn more about the Organization screen.

NOTES:
  1. G.711 is the default codec for SIP trunking
  2. Make sure you add IP address 52.87.115.152 to your access control list to enable communication of SIP and RTP traffic to and from the SIP Trunk Termination URI.

Hours tab

The hours tab is where an administrator defines the hours for their organization. The hours defined here will be the default hours used by all newly created call targets.

Watch the following video to learn more about configuring the Hours tab of an Organization:

Use the following steps to setup the hours for your organization.

Step 1: On the side navigation menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Choose your organization’s time zone from the drop down menu.
Step 4: Click +Add Hours Entry.
Step 5: 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 6: Enter your opening and closing hours for that day. Click AM or PM to select the right choice.
Step 7: Repeat steps 4-6 for any additional days the organization is open.
Step 8: Scroll up to the header and click Save Changes to update the hours for your organization and to save your change set.
Step 9: Click Publish to activate your changes to the live site.

Learn more:  Click here to learn more about the Organization screen.

Users tab

The Users tab is where an administrator can add, edit, and delete users for their organization, as well as, assign them to various roles that define the responsibilities they will use throughout the system.

Watch the following video to learn more about adding users to an Organization:

Use the following steps to setup the users for your organization.

Step 1: On the side navigation menu, select Organization.
Step 2: Select the Users tab.
Step 3: Click + Add User at the bottom of the page.
Step 4: Email – Enter the email address of the new user
Step 5: Role – Assign a role to the new user.
Step 6: Business Unit – From the dropdown menu, select the appropriate business unit for the user.
Step 7: Click Save in that user’s row. This will send a welcome email to the user so they can create their account.

Learn more:  Click here to learn more about the Organization screen.

Congratulations, you have completed the minimum steps required for setting up an organization. Your next step in configuring a VHT Callback cloud instance for callbacks is to create and configure a Call Target.

Configure a Call Target

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 will impact the user and business experiences and determine how a callback request is treated for a particular call target.

Watch the following video to learn more about Call Targets:

Use the following steps to configure each call target that is needed for your organization:

Step 1: Under Configuration on the side navigation menu, click Call Targets to expand the call target menu.
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.

BEST PRACTICE: Use the same name already associated to the holding queue. For example, if this call target is associated with the Customer Service holding queue, then consider using Customer Service to name your newly created call target as well.

Watch the following video to learn more about adding a name to a Call Target:

Click on the following dropdown menu items to learn more about configuring the Registration and Dial Settings of a Call Target:

Step 4: Configure the Registration Settings

The Registration Settings directly affect the callback registration experience for the caller and consist of the following configuration options:

Watch the following video to learn more about configuring the Registration Settings of a Call Target:

Callback Offer

Callback Offer 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 automatically be directed to the callback registration process without an option to remain on hold.

Select Callback Offer if you want to provide a caller with the option to remain on hold.

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

  • Select the Announce ECBT During Offer option to announce 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.
  • Add a Holding Number where the VHT Callback cloud system can send the caller if they choose to remain on hold. This should match the number associated with the call center holding queue.
  • Select the Requested Callback Threshold option if you want to throttle 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.
  • Use the slider to determine the ECBT Threshold level. 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 ANI

Select Announce Automatic Number Identification (ANI) if you want to present the caller with the option to use their ANI as the return callback number. This number will be played back to callers so they can choose to accept or reject using this option. If rejected, the caller will be prompted to enter another callback number to dial.

Announce ECBT

Select Announce ECBT if you want the VHT Callback cloud application to announce the Estimated Callback Time (ECBT) to the caller during the registration process. 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 from now.

Register Early Hangups

Select the Register Early Hangups option if you want the VHT Callback cloud application to still register the callback if a caller hangs up before metadata is collected.

Allow Extension or Phone Number

Select the Allow Extension or Phone Number option to provide users with a choice to enter 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 (displays when Allow Extensions or Phone Number option is checked) to launch the callback and then dial the extension once connected to the call.

Scheduled Callbacks

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

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

  • Select the Allow Scheduling Callback Outside Hours? option if you want to allow customers to schedule callbacks outside of the Organization or the hours set for a call target. 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.
  • Add a Max Scheduled Callbacks Per Interval number to control 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.
  • Add a Number of Days Out to Schedule Callbacks number to define the number of days out from the current date that a customer can schedule a callback.
  • Add a Minimum Number of Scheduling Options to define 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.
NOTE: The VHT Callback cloud system automatically checks the phone number being provided during the registration process to see if an existing callback is already scheduled. If one exists, the customer is notified and the call is ended.

Learn it. Discover the default voice experience when registering a callback.

Step 5: Configure the Dial Settings

Dial Settings specify how the callbacks will be dialed and define the telephony type that will be used when making the callback.

Watch the following video to learn more about configuring the Dial Settings of a Call Target:

Telephony Type

Telephony Type refers to how the VHT Callback cloud application will deliver the callback. It will either be delivered over the PTSN (Public Switch Telephone Network) or through SIP (Session Initiation Protocol).

  • PSTN allows the system to deliver callbacks over the standard telephone network.
  • SIP delivers callbacks through a VoIP (Voice over Internet Protocol) connection.

Call Center Phone Number

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

BEST PRACTICE: When using a Customer First Callback Strategy, we recommend a call center phone number that routes to a high priority queue so the customer does not have to wait on hold for a long period of time before being connected to an agent.

Post Dial DTMF

These digits are required to be out-pulsed to the callback destination after the callback is connected. Use a “w" if a pause between digits or a set of digits is required, such as when you are navigating different branches of an IVR menu.

EXAMPLE: An IVR prompts the system to enter a 1 for the company directory and then 2413 for the caller’s extension, the DTMF digit configuration would be: 1w2413.

Callback CID

This is the caller ID, or phone number you want to appear on the caller’s phone display when they receive the callback.

DISCLAIMER: Some federal and state laws prohibit broadcasting a number on a caller's screen that does not accept incoming calls. If your call center is subject to these laws, you will need to enter a valid phone number that can accept incoming calls. Otherwise, leave this option blank.

Use Custom Callback CID Audio

This option allows you to control how the VHT Callback cloud platform announces a Caller ID (CID) number to your customer 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.

International Dialing

If your Organization has been set to allow international calls, the following sections will also be available under Dial Settings.

Country Codes

Country codes are required for dialing purposes, but the customer doesn’t need to hear the country code announced when their ANI is being repeated back to them via the voice system. Any country codes identified in this field will not be announced, but will be included when the number is dialed.

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.

EXAMPLE:
  • Your Organization is set so that the Spoken ANI Prefix is 0 and the Country Code is 1.
  • The caller enters their phone number: 094-9407-8086
  • The system speaks the digits that the caller entered: 094-9407-8086
  • The VHT Callback cloud platform dials: 194-9407-8086

Min and Max Callback Number Length

Identify the fewest number of acceptable digits for your identified regions’ phone numbers, as well as the maximum number of digits accepted.

Before configuring the Callback Strategy for your call target, you must first decide if you will be using an Agent First or Customer First callback strategy.

Click on the following dropdown menu items to learn more about configuring the remaining Call Target settings:

Step 6a: Configure the Agent First Callback Strategy

The VHT Callback cloud application 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.

BEST PRACTICE: When using an Agent First strategy, we recommend sending calls directly to the holding queue. This will optimize the caller's and agent's experiences while also limiting the backlog of the priority queue.

Watch the following video to learn more about configuring the Agent First Callback Strategy:

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

Select the On-deck Callback option 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. This reduces 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. Deselect this option if you want the caller to be immediately 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. Select this option if you want the agent to be connected to the customer’s line immediately upon the phone answering.  If the agent disconnects the call within 8 seconds upon hearing a voice mail greeting, the callback platform assumes the agent has reached a voicemail and leaves a scripted message on the customer’s 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, but can be changed by entering a number in the space provided.

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 but can be changed by entering a number in the space provided.

BEST PRACTICE: To ensure proper pacing of callback returns and the delivery of calls to the holding queue, we recommend setting both the Max Queue Depth and Max Active Calls configuration options 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 but can be changed by using the slider to the right.

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, but can be changed by using the slider on the right.

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. Enter the number of retries allowed in the space provided.

Learn it. Discover the default voice experience for an agent first callback.

Step 6b: Configure the Customer First Callback Strategy

The application dials the customer first, confirms they are on the line, then transfers them to a priority holding queue to wait for an agent. If the customer does not confirm, the call to the agent does not launch.

BEST PRACTICE: When using a Customer First Callback Strategy, we recommend routing callers to a high priority queue so the customer does not have to wait on hold for a long period of time before being connected to an agent.

Watch the following video to learn more about configuring the Customer First Callback Strategy:

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.

Select the Wait for live Agent option to ensure that the VHT Callback cloud system will wait for a live agent confirmation before connecting the call with the customer. Choosing this option will ensure:

  • All metadata items can be communicated to the live agent.
  • The platform can track when the agent answers the call instead of the call remaining in the priority queue.
  • The platform can more accurately calculate and provide an estimated callback time (ECBT).

Finally, 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 but can be changed by entering a number in the space provided.

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. This means that a timeout doesn’t apply, but can be changed by using the slider to the right.

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 but can be changed by entering a number in the space provided.

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, but can be changed by using the slider to the right.

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, but can be changed by using the slider to the right.

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. Enter the maximum retry number in the space provided.

Learn it. Discover the default voice experience for a customer first callback.

Step 7: Configure the 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.

Watch the following video to learn more about configuring the End of Day Handling of a call target:

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 appear that are used to help configure the user experience. The following options are listed below:

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 business day for the call center. 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 the VHT Callback cloud application 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 application 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 application will start offering the next day callback option to callers at 4 p.m.

Step 8: Saving and Publishing a Call Target

In order to make your call target visible on the live site, you will need to save and publish your changes.

Watch the following video to learn more about saving and publishing your call target:

Use the following steps to save and publish your call target:

Step 1: Scroll up to the header and click Save Changes to add your call target to the change set.
Step 2: Click Publish to activate your call target on the live site.

Congratulations, you have created and configured a call target to begin offering callbacks. Your final step in configuring a VHT Callback cloud instance is to provision a phone number to the call target.

Provision a Phone Number to a Call Target

In order to transfer calls from the call center to a Call Target, phone numbers must be provisioned and associated with an active call target.

Watch the following video to learn more about provisioning phone numbers and assigning them to a Call Target:

Perform the following steps to provision phone numbers and assign them to a call target:

Step 1: On the side navigation menu, select Phone Numbers.
Step 2: Click You should select one to open a list of available phone numbers.
Step 3: Type the Area Code in the appropriate block to narrow your search result to those numbers.
Step 4: Click Provision to assign that number to your organization.
Step 5: Under the Target Type column, click Call Target for the number being provisioned.
Step 6: Under the Assign Target column, use the dropdown menu to assign your call target to the phone number.

NOTE: You do not need to save or publish phone numbers.

Congratulations, you have configured your VHT Callback cloud instance to begin offering callbacks to your customers.

Check out our YouTube channel to watch more VHT Callback cloud tutorial videos.