Feature
Scheduled callback for IVR overcapacity
Scheduled callback for IVR overcapacity
Scheduled callback is now available as an overcapacity deflection option for IVR queues. When a queue is over capacity, callers can choose to schedule a callback. Google Cloud CCaaS then hands the call to your configured virtual agent, which books the callback through the Callback call API. Administrators choose the virtual agent, an optional greeting, and the data parameters to pass at the global or queue level. Reporting shows whether each caller submitted a callback or left without one.
Administrators: You can configure scheduled callback for overcapacity deflection globally at Settings > Call > Overcapacity Deflection, or per queue at Settings > Queue > IVR (Interactive Voice Response) > Edit / View > [QUEUE] > Overcapacity Deflection > Configure.
For more information, see Overcapacity deflection per-queue and Callback call API.
By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.
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