The system administrator can connect the contact center to the Avaya Callback Assist application that resides on the Avaya Experience Portal to provide the callback assist functionality. The calling customers can wait in queue for an available agent or schedule a callback at a convenient phone number and time.

The Avaya Callback Assist application determines whether to offer a callback based on the call EWT and the number of calls in the queue. The administrator can configure the threshold values for EWT and queue position in the Avaya Callback Assist application. If the contact center reaches one of the threshold values, Avaya Contact Center – Extended Capacity informs the caller about the long wait time and enables them to schedule a callback using a set of interactive announcements.

The callback request treatment depends on the callback strategy configured in the Avaya Callback Assist application:

• Customer First strategy: The Avaya Callback Assist application calls the customer first. After the customer answers the call, the contact center connects the call to an available agent as an incoming ACD call. If the administrator connects IVR applications to the contact center, CTI applications can display the customer information collected during the callback request as text after the agent answers the call.

• Agent First strategy: The Avaya Callback Assist application finds an available agent first, provides the agent with the caller information collected during the callback request, and places a call to the customer.

For more information about configuring the Avaya Callback Assist application, see Installing and configuring Avaya Callback Assist.