Creating a callback configuration

Last Updated : Jun 24, 2019 |

About this task

Use this procedure to create a callback configuration for Avaya Oceana®.

Procedure

  1. Log on to the Avaya Callback Assist Administration interface.
  2. In the navigation pane, click Callback Configurations.
  3. On the Callback Configuration Management page, click Add New.

    The interface displays the Create Callback Configuration dialog box.

  4. Keep the default Voice option selected and click Next.

    The interface displays the Add Voice Callback Configuration dialog box.

  5. In the Name field, type a name for the callback configuration.
  6. Select the Oceana check box.
  7. In the DNIS field, enter the initial Vector Directory Number (VDN), service number, or externally-determined route that receives customer calls.
  8. In the Oceana Ingress VDN field, enter the Ingress VDN of Avaya Oceana® to queue calls.
  9. In the following fields, enter the appropriate value:

    Field

    Example value

    Minimum EWT Threshold(minutes)

    0

    Maximum EWT Threshold(minutes)

    600

    Maximum Call Error Attempts

    1

    Maximum Call Busy Attempts

    1

    Maximum Call No Answer Attempts

    1

    Maximum Total Attempts

    1
  10. Select the Validate ANI check box.
  11. Select the Prompt for ANI confirmation check box.
  12. Clear the Announce EWT check box.
  13. Clear the Always Announce EWT check box.
  14. To configure holidays, do the following:
    1. Select the Availability tab.
    2. In the Configure Callback Availability area, click the Configure column for Sunday.

      The interface displays the Configure Day: Sunday dialog box.

    3. Clear the Not Used check box.
    4. In the Slot Interval field, keep the default value 30.
    5. In the Call Center Start Time field, select 12:00 AM.
    6. In the Call Center End Time field, select 12:00 AM.
    7. Select the Enable Immediate Callbacks check box.
    8. Select the Enable Scheduled Callback Offer check box.
    9. Select the Enable Scheduled Callback Delivery check box.
    10. In the Number of Available Scheduled Callbacks to accept per slot field, type 100.
    11. Click Ok.

      The name of the Configure column changes to Configure 30m Slot.

    12. Click Ok.
    13. Repeat Step b to Step k for the other days of the week.
    14. In the Time Zone Message area, in the Type field, select Audio.
    15. Click Choose File.
    16. Browse and select the eastern_time.wav file available on the Callback Assist server at /opt/Avaya/callbackassist/apache-tomcat-ddapps/webapps/CBAPhrases/samples/englishUS/en-us/default.
    17. Click OK.
      Note:

      For scheduled callbacks, each callback configuration can have its own time zone to define time slots. Therefore, you can configure the callback-specific time zones through the fields in the Time one Settings area.

  15. To configure announcements, do the following:
    1. Select the Customer tab.

      To configure announcements, you must use the default Welcome.wav, Goodbye.wav, and holdmusic.wav files from the Callback Assist server at /opt/Avaya/callbackassist/apache-tomcat-ddapps/webapps/CBAPhrases/samples/englishUS/en-us/default.

    2. In the Welcome Message area, in the Type field, select Audio.
    3. Click Choose File.
    4. Browse and select the Welcome.wav file.
    5. Click OK.
    6. In the Goodbye Message area, in the Type field, select Audio.
    7. Click Choose File.
    8. Browse and select the Goodbye.wav file.
    9. Click OK.
    10. In the Customer WTA area, in the Type field, select Audio.
    11. Click Choose File.
    12. Browse and select the holdmusic.wav file.
    13. Click OK.
    14. Select the Disallow Multiple Pending Requests check box.
  16. To configure agents, do the following:
    1. Select the Agent tab.

      To configure agents, you must use the default moh.wav file from the Callback Assist server at /opt/Avaya/callbackassist/apache-tomcat-ddapps/webapps/CBAPhrases/samples/englishUS/en-us/default.

    2. In the Agent Prompt Language and Format area, select the 24hs format option.
    3. Select the Enable Call Auto Launch check box.
    4. In the Agent WTA Message area, in the Type field, select Audio.
    5. Click Choose File.
    6. Browse and select the moh.wav file.
    7. Click OK.
  17. Click Ok.
  18. On the Callback Configuration Management page, verify the row for the new callback configuration.