Implementing callback requests in call queues

This article is a brief introduction about callback request implementation basics in relation with Ozeki VoIP SIP SDK. After reading through this page you will be fully familiar with all the essential terms concerning callback requests and what you will need for creating your own solution using Ozeki VoIP SIP SDK.

What is callback request?

Web Callback is a technology where a person can enter his or her telephone number in a form on a web site. The company who owns that web site will then receive the Web Callback request and a call center agent will call the person who made the request back on the number they entered.

voip callback request
Figure 1 - VoIP callback request

The callback request can also be used in a call center system when the call queue is full. In this case the call center server can offer the customer the possibility to request a callback instead of waiting for an available call center agent. In this case the customer will be called back when a customer agent will be free and there will be no calls in the call queue waiting for call routing.

In some cases there can be some call center agents who are only responsible for the callback processes.

Implementing a callback request depends on the call routing technology you use in your call center server. If the server operates with skill based routing, the callback process should also be made according to this method that means more difficult callback implementation.

In case of a simple call routing or in the case of a web-based callback request process the implementation is really simple, the system only have to get the callback information, like phone number or SIP ID that can be used for the callback.

When you have no available human operators at the moment in a call center, you can offer the customer the option to ask for a callback. This can be done really simply, for example by DTMF signal handling. In this case the call center should inform the customer about the possibility of asking for a callback request. For this purpose you can use a text to speech reader object.

If you want to learn more about this topic, you should visit Create C# Callback Form page.

Summary

This article introduced you the basic knowledge about callback request implementation and showed how Ozeki VoIP SIP SDK can help you to fulfill your wishes about this topic. If you have read through this page carefully, you already have all the knowledge you need to start on your own solution.

As you are now familiar with all the terms concerning this topic, now it is time to take a step further and explore what other extraordinary solution Ozeki VoIP SIP SDK can provide to you.

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