Cisco Finesse Courtesy Call Back


Introduction

The purpose of this document is to explain the caller experience when using the Cisco Courtesy Call Back feature.  Call Center Agents may get comments or questions from callers about this feature. 

The Cisco Courtesy Callback gives a caller the option to have an agent return their call. This option limits the time the caller waits in the queue for an agent to answer.  

The Call Center Agent will not be aware of any of this as it happens.  There is nothing noted in Cisco Finesse, that the agent can see, to know if a caller has taken part in the call back option.  The agent will receive the call from the queue as they normally would.  The only way an agent will know if the caller used the call back option is if the caller says so. 

The Instruction section below explains what happens when a caller places a call to a Michigan Medicine call center that is using the call back feature.  The Courtesy Call Back feature only presents to a caller when the following conditions/thresholds are met:

  • Time of day when call volumes are typically high
  • Estimated wait time exceeds a predetermined level

Consult with your supervisor to see the specific conditions/thresholds for your area.

Instructions

Caller Experience

 

When a caller calls in, the following will happen:

  1. The standard greeting is played.
    • This will include any COVID related pre messages.
  2. If no agents are available to take the call and thresholds have been met, the following message is played:
    • "All associates are currently busy, your current wait time is approximately  XX minutes. If you would like us to call you back in about XX minutes, press 1.  If you would like to wait for an associate, simply stay on the line.
      • The XX minutes is the estimated wait time calculation that considers the number of agents taking calls.
  3. If the caller presses 1, which indicates that they would like a call back, the following message is played:
    • "At the tone, please record your name and then press pound. "  
      • The caller will hopefully then say their name and then press the pound key.
      • This will record the callers own voice saying their name for when the call back is made.
  4. After the caller says their name and presses the pound key they will hear the following:
    • "If you would like us to call you back at XXX-XXX-XXXX, press 1.  To use a different callback number press 2."
      • XXX-XXX-XXXX = The number the patient used to call in that was picked up by the system's caller ID
      • The caller will most likely hit 1 to use the caller ID identified number.  
    • If the caller hits 2, they will then hear:
      • "Please enter your callback telephone number followed by the pound key"
    • The caller will enter their phone number.  The system will respond with:
      • "You Entered, (XXX-XXX-XXXX) Is that correct, press 1 for yes or press 2 for no to re-enter the number."
      • If the caller needs to re-enter their number they will press 2 and re-enter it. 
  5.  Once the caller has successfully recorded their name and indicated their call back number the system will respond with:
    • "Your call back request has been successfully scheduled.  Good bye"
      • The call will then disconnect/hang up.
  6. When the caller is called back they will here the following:
    • "Hello, this is a call back for"
      • The caller will then here their name as recorded in step 3 above
  7. The caller will then hear:
    • "Press 1 if you are ready to speak to an associate.  Press 2 if you need time to bring that person to the telephone.  Press 3 to cancel this call back."
  8. If the patient presses 1 (speak to an associate) they will hear:
    • "You are currently number one in the que.  An associate will be with you shortly."  Then on hold music will play. 
  9. If they press 2 (if they need time…) they will hear:
    • "Press 1 when you are ready to speak to an associate"
      • The caller then will have time to get the person who needs to be talking on the phone ready.  
    • When the person who needs to be talking is ready, they will press 1.  They will then hear:
      • "You are currently number one in the que.  An associate will be with you shortly."  Then they will hear on hold music.
  10. If they press 3 (to cancel) they will hear:
    • "Your call back has been permanently canceled at your request"

 

If the person does not formally cancel the call back (option 3, or just hangs up), the system will call them back 2 additional times.

 

The Call Center Agent will not be aware of any of this as it happens.  There is nothing noted in Cisco Finesse, that the agent can see, to know if a caller has taken part in the call back option.  The agent will receive the call from the queue as they normally would.  The only way an agent will know if the caller used the call back option is if the caller says so. 

Possible Issue With Call Back

The caller may say that they had issues with the call back.  The only way that an agent will know about the caller's issue is if they say something about it.  There is nothing noted in Cisco Finesse, that is visible to the agent, of any issues.

One issue that has been identified to happen is when the call back comes to the user's cell phone and they happen to be using the phone doing something else.  Reading email, surfing the web, or using any other application on the phone, etc..

These symptoms are only being presented here so the agent is aware of what the caller may be referring to.  The agent is not expected to try to troubleshoot issues with the caller.

  1. The call comes into the user's cell phone and the following presents at the top of the phone (interrupting the current application).  The user attempts to answer the call by pressing the green handset button.
     
  2. Notice the white background.  The caller will then try to enter prompts using the blue keypad button at the bottom.
     

    With this white background showing, the call back system will not respond to the keys pressed by the caller.

    The agent should not attempt to troubleshoot any issues if the caller indicates they had difficulty with the call back feature.  

 

Notes About Call Queue Statistics

While the caller is receiving a call back, the call will appear in the queue and will not forward to an agent even if there are agents available.  Once the caller accepts the call back, the call will be routed.   

Maximum queue times may increase if callers don't answer the call on the first call back attempt.

Callers receiving a call back may remain in the queue for an extended period of time if the number of agents taking incoming calls decreases or the handle time for the incoming calls dramatically increases, after the caller has requested the call back.  The call back will take place based upon the estimated wait time.

Callers receiving a call back may remain in the queue for an extended period of time if the agent(s) are cross skilled.  Agents are considered cross skilled if they are interacting with different skills or queues simultaneously.

 

Video Demonstration of Caller Courtesy Call Back Experience (6:01)