The Call Back Manager system is designed to help you efficiently organize and manage callback requests. To access callback manager in the Toku Admin Portal, select Auto Dial> Callback Manager.
Page screenshot is available below:
Callback Manager Fields:
Auto Call Back: This toggle button allows you to activate or deactivate the auto callback feature. When the toggle is switched to the “Active” position, the auto callback functionality is enabled, meaning the system will automatically attempt to call back the specified number of times with the set retry interval. If the toggle is not active, the auto callback feature will be disabled. However, in the inactive state too, Source table will have all the requested callbacks for the Supervisors to take necessary actions manually.
Max Attempts: Max attempts indicate the maximum number of times the system will attempt to callback in auto mode.
Retry Interval: This interval defines the time interval between each callback attempts will be made by the system. It accepts values in seconds and minimum retry interval is 300 seconds. For example, if you set it as 400 it will be indicating the system will wait 400 seconds before retrying the same contact for callback. Although during this cooldown time, the system will continue initiating calls to other callback requests as per configurations.
Expiry Day(s): Indicates the number of days after which the callback attempts will expire irrespective of max attempts were reached or not.
SMS Max Retry / Expiry Duration Template: This field allows agents to select custom templates for SMS notification sent to the customer in the callback list once max retry or expiry of the request has reached without success.
Countdown Timer: Time for which callback initiated by system will ring for the agent and shown as countdown while ringing. If Agent do not pick the call, it will be considered Call Not Answered"; the call will be routed to the next available agent.
Save: The Save button on this page is used to update the information entered in the various fields of the “Call Back Manager” config page. This ensures that any changes made, such as setting retry intervals, maximum attempts, or countdown timers, are not lost and can be applied when needed.
Source
A source is another section within the Call Back Manage page, where it specifies whether the Callbacks source of reporting for example if they are requested from the ‘IVRs’ or ‘Manual’ by an agent. This helps in identifying the origin of callback requests. The source tab is divided in local or overseas calls, to record both types of calls in different tabs.
Search: Allows users to search within the source of the calls. Users can search part or the complete keyword within CallerID and Callback No. columns.
Filters: The filters allow users to filter based on the Sources which are All, IVR and Manual.
Clear All: This button allows users to clear all the selected filters. 'Clear All' is available only when custom filters are added by the users.
Source's Fields
| Field Name | Definitions |
| Source | Indicates the origin of the call, such as ‘IVR’ or ‘Manual’. |
| Queue | Represents the queue from where the call belongs to. |
| Skill | Indicates the skill set required to handle the call or inquiry. |
| Status |
Field represents current status of the callback request. List of allowed status:
Processed: Called - At least one call attempt was made against the callback request which might not ended up in connecting with the customer or agent. Processed: Closed - Callback request is completed with customer successfully. Failed: Expired - Callback request has reached the expiry date irrespective of unsuccessful call attempts made by the system. Failed: Skip/Timeout - All call attempts are exhausted while last attempt was skipped by the available agent or timeout without any agent answering. Failed: Unanswered - All call attempts are exhausted while last call attempt remained unanswered by the customer. Failed: Others - All call attempts are over with last call attempt failed due to any other reason not listed above under failed status. |
| Call Date & Time | The date and time when the call was made. |
| Caller ID | The caller's identification number. |
| Callback No. | The phone number where a callback is to be made. |
| Callback Registered Date & Time | The date and time when a callback was registered. |
| Duplicated | Indicates whether the callback request is duplicate. System determines and check other callback requests based on Callback Number, Helpline Dialed, Callback Existing and Max Attempt not reached. Allowed values are "Yes" and "No". |
| No. of Attempts | The number of attempts made to callback. |
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