Avaya Callback Assist Considerations for Avaya Call Management System

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1 Avaya Callback Assist Considerations for Avaya Call Management System Release December 2017

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4 Table of Contents Table of Contents About this document... 6 Intended audience... 6 Related documents... 6 Introduction... 7 Callback Assist CTI installation... 9 CMS view of terminated calls related to Callback registrations... 9 Minimizing the impact of artificial abandons on CMS reporting Performing registration response within Communication Manager instead of Callback Assist Offering Callback before putting the caller in queue Callback Assist SIP Installation Support for Communication Manager 6.2 feature ICR Pullback Support for Communication Manager 6.2 feature - No resources available Callback Assist Considerations for Avaya Call Management System December

5 Table of Figures Table of Figures Figure 1 Standard Callback Assist vector... 9 Figure 2 Call reported as DISCONNECT Figure 3 Call reported as ABANDON Figure 4 Main vector with route-to Figure 5 Disconnected vector Figure 6 Disconnected vector with multiple language support Figure 7 Offering callback before putting the caller in queue Callback Assist Considerations for Avaya Call Management System December

6 About this document About this document Avaya Callback Assist Considerations for Avaya Call Management System provides a description of scenarios in which Communication Manager reports a particular call to the Call Management System (CMS) as DISCONNECT or ABANDON, and offer guidance in minimizing any potential adverse effects to CMS reporting while maintaining the key improvements offered by Callback Assist. Intended audience The document is addressed to users who want to install Callback Assist. Related documents Avaya Callback Assist Considerations for Avaya Call Management System is part of the Callback Assist documentation set. The other documents in the documentation set are as follows: Avaya Callback Assist overview and planning guide Provides an overview and functional description of the CBA application. The document also lists the features of the CBA application and the environment configuration requirements to install the application. Installing and configuring Avaya Callback Assist Provides environment configuration requirements and procedural information to install and configure Callback Assist. Administering Avaya Callback Assist guide Provides information on administering and using CBA. Avaya Callback Assist reporting guide Provides information on the CBA Reporting feature. Avaya Callback Assist migration Guide Provides information on preparing the user for migrating to the latest version of Callback Assist and procedure to migrate. Avaya Callback Assist Web services API guide Provides information on Callback Assist Web services API. Avaya Callback Assist Release Notes Provides information on the latest version of Callback Assist. Callback Assist Considerations for Avaya Call Management System December

7 Introduction Introduction Callback Assist provides a mechanism for callers and to the contact center to register for a callback when the expected wait times (EWT) exceed certain thresholds. The contact centers that employ this mechanism experience various operational improvements including the following: Improved customer satisfaction by empowering the caller to control how they interact with the contact center. Improved agent satisfaction as callers spend less time being frustrated by long queue times. Increased rates of achievement for Service Level Agreements (SLA's). Decreased overall abandoned call rates. Reduction in toll costs for both the contact center (less time spent waiting on hold via an 800 number) and the customer (fewer wireless minutes spent waiting on hold). Leveling of unpredictable call volume spikes and valleys. When the expected wait time for a caller is greater than the EWT threshold for the callback configuration associated with the queue, the system offers the caller an option to register for a callback by the contact center when agents are available or at a specific date and time in the future. Once the caller successfully registers for a callback, the system disconnects the call and removes the call from the queue. This disconnection can occur in one of following ways: Scenario 1: When the callback registration is complete, Callback Assist will out-pulse a Converse Data Return code to Communication Manager. Assuming that the caller is still on the call, the vector that originally sent the caller to Callback Assist will receive the converse data return value and initiate a vector disconnect step. Then the system immediately terminates further vector processing. Scenario 2: The caller may hang-up as soon as they hear the registration confirmation message played by Callback Assist. In such a case, the system returns the control to Communication Manager vector that sent the caller to Callback Assist and then terminates the vector processing immediately. There are subtle differences in the overall call flow for these scenarios, but the most important aspect to note is the outcome of the call, as reported by Communication Manager to the Call Management System (CMS). The report is different for both the scenarios. In Scenario 1, the call is reported by Communication Manager as a DISCONNECT. The call in Scenario 2 is reported as an ABANDON. This difference in reporting the call as a DISCONNECT or an ABANDON can have a significant impact on Key Performance Indicators (KPIs) for a contact center and lead to the mistaken belief that the service levels in the contact center have decreased. Callback Assist Considerations for Avaya Call Management System December

8 Introduction The purpose of this document is to discuss the scenarios in which Communication Manager reports a particular call to the Call Management System (CMS) as DISCONNECT or ABANDON, and offer guidance in minimizing any potential adverse effects to CMS reporting while maintaining the key improvements offered by Callback Assist. Callback Assist Considerations for Avaya Call Management System December

9 Callback Assist CTI installation Callback Assist CTI installation CMS view of terminated calls related to Callback registrations In the first scenario, the customer call is reported as a DISCONNECT while in the second scenario the call is reported as an ABANDON. The following sections show a typical Callback Assist enabled vector and the output of telephony traces conducted on a Communication Manager ACD for the two scenarios mentioned earlier. Callback Assist Enabled Vector Figure 1 Standard Callback Assist vector Callback Assist Considerations for Avaya Call Management System December

10 Callback Assist CTI installation Scenario 1: Customer requests a call back and is disconnected by the vector Figure 2 Call reported as DISCONNECT Lines 10 through 14, as highlighted in the graphic shows the steps taken by the vector immediately following the successful receipt of the converse data return out-pulse from Callback Assist. In CMS, this call is shown as a DISCONNECT in the Vector, VDN, and Skill reports. Scenario 2: Customer hangs up immediately after requesting a call back (before being disconnected by the vector) Figure 3 Call reported as ABANDON Line 10 as highlighted in the graphic shows how Communication Manager processes the call without receiving a converse data return from Callback Assist. This is because the caller hung-up while still in Voice Portal. In CMS, this call is shown as an ABANDON in the Vector, VDN, and Skill. Callback Assist Considerations for Avaya Call Management System December

11 Callback Assist CTI installation Minimizing the impact of artificial abandons on CMS reporting If abandon call rate is a KPI for your contact center, then you have two options related to the configuration of your vectors and Callback Assist that can alleviate any potential negative impact to your abandon call reporting for callback enabled skills. The options are as follows: Change the registration response to occur within Communication Manager instead of Callback Assist. Offer callback before putting the caller in queue. Performing registration response within Communication Manager instead of Callback Assist A summary of the procedure is as follows: 1. Create a silence WAV file, that is, a WAV file with only silence recorded in. The recommended length of the silence is one second. 2. Replace the OOTB confirmation WAV file, that is, the c0020.wav file on the Callback Assist server with the silence WAV file. The default confirmation WAV file is located in the folder: /opt/avaya/callbackassist/apache-tomcatddapps/webapps/cbaphrases/custom/customer/<language_name>/<loc ale>/c0020.wav where <language_name> and <locale> represent the specific language you are addressing. For example, if you were changing the prompt for US English the folder would be: /opt/avaya/callbackassist/apache-tomcatddapps/webapps/cbaphrases/custom/customer/englishus/enus/c0020.wav 3. On the Communication Manager vector that performs the converse-on step and the collection of the converse data return value, add a Route-To step to direct the caller to a disconnect vector. The purpose of the vector is to play the success message and then disconnect the caller. By routing the caller to a separate vector you are moving the caller out of the measured vector and ensuring that if they choose to hang-up before Communication Manager reaches the disconnect step, the artificial abandon is isolated. You can now be sure that calls reported as abandons in the measured vector are true abandons. Callback Assist Considerations for Avaya Call Management System December

12 Callback Assist CTI installation Figure 4 Main vector with route-to Figure 5 Disconnected vector If you need to support multiple languages in your IVR messaging you can expand the disconnect vector to incorporate vector variables and select the appropriate, language-specific, message in the vector. Callback Assist Considerations for Avaya Call Management System December

13 Callback Assist CTI installation Figure 6 Disconnected vector with multiple language support Offering Callback before putting the caller in queue This option involves determining if the caller should be offered CBA before actually queuing them. Making this determination first provides a way to keep callers who accept the callback offer from impacting the CMS measures for the skill. The following example depicts a vector where the expected wait time for the skill is checked first and then a decision is made whether to queue the caller immediately or offer them callback (step 02). If the caller is routed to callback they can still chose to remain in queue in which case the call is then queued to the skill by the vector (step 08). Callback Assist Considerations for Avaya Call Management System December

14 Callback Assist CTI installation Figure 7 Offering callback before putting the caller in queue Callback Assist Considerations for Avaya Call Management System December

15 Callback Assist SIP installation Callback Assist SIP Installation Support for Communication Manager 6.2 feature ICR Pullback Starting from Release 4.1, Callback Assist supports the ICR Pullback feature added to Communication Manager 6.2. This feature provides a mechanism for an adjunct application to mark specific calls as non-abandoned. From the perspective of Callback Assist, the general idea is that if a phantom call created by ICR or Callback Assist needs to be dropped, that is, pulled back, Callback Assist can indicate to Communication Manager that the phantom call should not be considered as an abandoned call thereby removing the potential for false abandon reporting in CMS. Callback Assist does not consider a dropped phantom call as abandoned when: A customer goes through all the Callback Assist offering menus and reaches confirmation that callback was left correctly. A phantom call is on queue and Callback Assist requests a new license port but there are no available ports. Callback Assist engine delivers a call and timeout for having phantom call on queue is met. Callback engine delivers a call on Customer First strategy, the customer is not available and there are no more callbacks to deliver. Dynamic Routing is configured and the dynamic VDN timeout is met, so the system goes to recovery. Callback Assist considers a dropped phantom call as abandoned when: A customer reaches Callback Assist and hangs up before reaching the confirmation message. A customer reaches Callback Assist, chooses to wait on the queue, and then hangs up. Callback Assist engine delivers a call on Customer First strategy and the customer hangs up before reaching an agent. Support for Communication Manager 6.2 feature - No resources available Starting from Release 4.1, when Callback Assist attempts to deliver a callback and requests a Callback Assist license port, but there are no more ports available or all the ports are in use, the system records this incident on CMS report as No resource available. Callback Assist Considerations for Avaya Call Management System December