Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Thread Tools Search this Thread Display Modes
Old 12-01-2016, 11:24 PM
aturkben's Avatar
aturkben aturkben is offline
Hot Shot
Join Date: May 2015
Posts: 24
aturkben has 10 reputation points
Default Callback Assist - CBA Callback Duration Problem

Hello Team,

Our customer is using CBA(4.4.1). But they have a problem about waiting customer too long in the queue. You can see scenario below:

Also a diagram is attached.

1. Customer(Medium) is calling contact center and if EWT is longer than predefined value(Eg. 150 seconds), system automatically gives callback option.
a. If customer wants to wait in queue, there is no problem. Customer is put into the queue and waits in the queue until agent is assigned.
2. If customer chooses callback, system waits until EWT decreases a predefined value(Eg. 30 seconds). The starts phantom call and put customer into the queue.
a. If it’s not peak time no problem as well.
3. If its peak time, there are some other customers with high and TOP priorities.
4. And original customer waits in the queue around 5 minutes.

They are expecting to find a quick solution. Otherwise They are planning to stop system.

Their main goal is prioritize callback customers only. If customer chooses to wait in the queue, customer will wait. If customer chooses callback option. When callback is made, customer shouldn’t wait in the queue too much. Because the reason of offering callback is save customers time.

Do you have any work-around for this demand? They will try “priority queuing” instead of phantom pool today.

Best regards.
Attached Images
File Type: jpg 1-Voda-001.jpg (17.1 KB, 10 views)
Aydin Turkben
Reply With Quote

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 06:06 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.