Callback offer restrictions

Callback offer restrictions

You now have greater control over when callbacks are offered. You can configure the following:

• Prevent callback offers from being made outside of callback hours.
• Prevent callback offers that will likely occur outside of callback hours. If conditions improve (that is, EWT decreases), the system adjusts and can offer callbacks.

Administrators: We've added the following checkboxes to the CCAI Platform portal:

• Restrict callback offer outside of callback window
• Restrict callback offer that will exceed hours of operation. If queue condition improve offer callbacks

These checkboxes are available in the following locations:

• The Settings > Call > Callback Settings pane (to configure globally).
• The Settings > Queue > IVR (Interactive Voice Response) > Edit / View > QUEUE_NAME > Callback Settings > Configure > Callback Management pane (to configure a queue).

For more information, see Manage callbacks.