Callback and recording plans 469
5. Make your selections from the two drop-down list boxes after Confirm Telephone Number.
• Step 1: Select th e first pre-rec orded phrase. The static message you select could be, "You have
entered ...", for example.
• Step 2: Select the second pre-recorded phrase. The static message you select could be, "Is this
number correct? Press 1 for yes. Press 2 for no."
6. Select the playback language in which the caller’s DTMF selection will be played back. US English is
selected by default.
7. After Record a Message, select a Message Plan you have created to enable callers to leave a
message. The static message you select could be, "Please leave a message after the tone", for
example.
8. After Request Confirmation, select a Message Plan you have created to enable callers to hear a
confirmation message. The static message you select could be, "Press 1 to Save your Callback
Request. Press 2 to Cancel your Callback Request", for example. Saving the callback request
submits it to the database. Cancelling the callback request means it will not be submitted to the
database.
9. After Request Submitted, select a Message Plan you have created to enable callers to hear the
message that their callback request has been submitted. The static message you select could be,
"Your request has been successfully submitted", for example.
10. After Request Cancelled, select a Message Plan you have created to enable callers to hear the
message that they have successfully cancelled their callback request. The static message you select
could be, "You have successfully cancelled your request", for example.
Assigning agent messages to callback plans
For voice callbacks, once you have assigned caller messages, proceed to assign agent messages to your
callback plans. For Web callbacks, proceed directly to assign agent messages to your callback plans.
To Assign Agent Messages to Callback Plans
1. From the Manage=>Actions=>Callback window, click the Messages tab.
The Messages tab opens.
2. Click the Agent Messages sub tab.
The Agent Messages sub tab opens.
3. Under Agent Messages, define the messages that agents will hear when establishing a callback,
using the drop-down list boxes.
4. After Agent Greeting, select a Message Plan you have created to allow agents to hear a greeting
once a connection to an agent is established.
The default message for a Voice Callback Request (18.wav) is, "You have a Voice Callback request."
The default message for a Web Callback Request (19.wav) is, "You have a Web Callback request."
5. After Agent Instruction, select a Message Plan you have created to offer menu selection to agents.
The default message (20.wav) is, "To listen to the caller’s message, press 1. To place this call, press
2. To requeue this request, press 3. To reject this request, press 4. To hear these options again, press
star (*)."
6. After Agent Connecting, select a Message Plan you have created to allow agents to hear that the
call is being established.
The default message (22.wav) is, “Please wait while the call is established.”
7. After Client Greeting, select a Message Plan you have created to allow callers to hear a message
that they are being connected to an agent.
The default message (26.wav) is, "You have a callback. We are connecting you to an agent now".
8. After Client Failure, select a Message Plan you have created to allow a gents to hear that the callback
could not be established.
The default message (27.wav) is, "The callback could not be established."