420 Chapter 17 Intelligent Queue
• System action
The system logs all actions taken by the Intelligent Queue port.
• Caller action
The system logs all actions taken by a caller while connected to an Intelligent Queue port.
• Agent action
The system logs the actions that an agent takes while in a callback.
• Callback
The system logs all actions and events of a callback.
Optional functionality
Intelligent Queue consists of four types of optional functionality:
Callback processing
Intelligent Queue processes callbacks on a first in/first out basis. Upon receipt of a callback request, agents
listen to the caller’s message, then either place the call, requeue the request, or reject the request.
Agent call recording
Agent call recording is used for quality monitoring. Intelligent Queue enables you to access administrative
screens and record agents based on agent IDs or extensions.
Call detail reporting
Call detail reporting enables the system to report on Intelligent Queue call activity.
Caller-entered digits
Caller-entered digits enable callers to enter digits with their keypad for identification purposes.

Callback processing

Callback processing consists of
• Voice callback requests
• Web callback requests
Intelligent Queue processes callback requests in a continuous loop using the ports that are dedicated to
callback processing. Each callback queue on the telephone system needs to be created, identifying the group
and priority for the callbacks. Each callback request is submitted with a callback action plan. This structure
defines the ACD path to attempt, the client’s telephone number, the client’s name, the greeting to be played,
queue thresholds, and the language in which the call should be processed. Intelligent Queue processes
callbacks on a ’first in/first out’ basis, but each call has a maximum number of attempts and a retry interval. If
the client does not answer the call, the system requeues the callback request to a maximum number of
attempts. Intelligent Queue will not attempt the callback again until the retry interval has been exceeded.
However, if the callback request reaches a customer’s voice mailbox, the agent can then leave a voice mail
message.
Each callback structure also defines the maximum amount of time the callback port will wait for an agent to
answer, before requeuing the call and moving to the next request. Upon receipt of a callback request, agents
can listen to the caller’s message, place the call, requeue the request, or reject the request. Callback requests
can be viewed, prioritized, deleted, changed, or executed immediately from the user interface by a user with
administrator privileges.

Voice callback request

Voice callback allows a caller to request an agent callback instead of staying on the line. You can create
distinct callback profiles based on the type of callback. These profiles enable the agent to understand the
origin of the callback request by providing a specific callback greeting to the customer and an introduction to
the agent.