Contents

I. Introduction

II. Campaign Procedures

III. Agent Procedures

IV. Callback Manager

V. Callback Database Table


Introduction

Beginning with version 1.1.50 of the SpitFire Predictive Pro (MySQL) software, a Callback feature has been available. This feature allows your Agents to set a specific date and time to have the Dialer call back a specific customer. When the Agent receives a call from the Dialer, and is told to by the client that they would like to be called at a different time, the Agent can click on a button on the SpitFire Agent software to schedule the Dialer to call the client again at a specific date and time.

Campaign Procedures:

There are two types of CallBacks from a Campaign standpoint:

Global and Local Callbacks

The Campaign can be set to either Global or Local callback mode by clicking on Options/Preferences/General and then clicking Enable CallBacks and setting to either Local or Global.

Difference between local and global CallBacks:

-If the campaign manager chooses to dial global call backs, then it doesn't matter which list is currently being dialed because the callback would still be dialed from the original source list.
-If the campaign manager goes with the local call backs option then calls backs will only be dialed from the same list which the campaign is currently dialing.

This setting can be enabled in Options/Preferences/General and will send a scheduled callback to any agent that is available if the intended agent is not. If this option is not checked, the callback will only be transferred to the agent who scheduled it.

NOTE: With SPD version 1.2.9 or later: If the agent is not available at the scheduled callback time, and the Make Private Callback Public if Agent Not Available setting is not enabled, SPD will automatically wait for the Agent to become available before calling the callback record. This is usually the preferred way of handling callbacks when it is important for the specific agent to continue handling the client.

Agent Procedures:

When the agent is ready to disposition a call, the Call Back disposition button can be used to schedule a callback.



First the agent will click the calendar button to the right of the Call Back button. Here the Agent can schedule the call back for minutes or days from the original call.



The Agent can schedule the record to be called back within minutes, or days. By default, the Private Call Back check-box is selected. The Agent has to uncheck this in order for it to be made a Public Callback. Or the Campaign must have the Make Private Callback Public if Agent Not Available setting mentioned above enabled to override this.

Once the Agent clicks OK, then he can click the Callback button to end the call, like any other Disposition.




When a callback is sent to the agent, the bottom, left-hand corner of the Agent software will indicate the current call is a callback and not a regularly dialed record.
Here is an example of a regular call that was transferred to an Agent:



Circled in Red you can see this was an OutBound Public call, not a Callback.

Here is what you would see for a Callback:



In this example, the Callback was a Private Callback that transferred the call back to the specific Agent that scheduled it.

CallBack Manager:

A callback manager module has been added to ListMaker Pro to allow you to view, filter, re-schedule and delete callback records. The Callback Manager can be useful for rescheduling broken Callbacks. Broken Callbacks are those that were not able to be completed for some reason.
Note: this section refers to the latest version of the CallBack Manager in ListMaker Pro Version 1.1.78


Cases when a CallBack could become "broken":

1. In cases when a callback record is called back and is dispositioned as 202(dialer detected answering machine), 204(busy signal), 205(no answer), 206(Operator Intercept), 207(bad phone line), 209(dropped call) or 249(Operator Intercept or Line error) the call back becomes broken.
2. If no campaign is running during the callback time then the callback would become broken.
3. If you are running in Local Callback mode in the campaign and you are dialing a different list at the time a callback was scheduled.

To access the CallBack Manager, open ListMaker and click on Tools-->CallBack Manager and then Global or Local, depending on how you have the CallBack Mode set in the Campaign settings.




Here you will see a grid of all the Callbacks that have been scheduled by the Agents.




This window shows the specifics for each record.
Filter CallBacks, on the right-hand panel can be used to look up CallBacks based on their state in the CallBack database.
The different dispositions that can be applied to Callback records are listed there.
For example, you can look up broken Callback records here and then reschedule them all together, using the Reschedule button on this screen.






You can also double-click on the gray square, to the left of a Callback record to reschedule it, individually.







The Reschedule button brings up a similar window to what the Agent software uses for the initial Callback scheduling.







Reassigning Callbacks

With the latest version of ListMaker Pro (1.1.78) a new feature has been introduced that allows one to reassign callbacks to a different Agent or to the Public callback group.
This can be useful if an Agent is not in the office and you want to take the broken callbacks from that Agent and assign them to someone else.

1. In the Callback Manager, you can select the Agent checkbox to filter callbacks by Agent and you can also select a combination such as Broken and a specific Agent.






2. After clicking Lookup, above you can see the callbacks for an Agent listed as "agent1". From here you can reassign all the callbacks that were just looked up by clicking on the Reassign button next to the Reschedule button.

 


3. That will bring up the Assign to box where you can select the alternate Agent to assign to the callbacks or assign them to Public so that they go to any Agent available at the callback time.




4. If you want to reassign a specific record in the Callbacks table, you can double-click on the record as in the Reschedule procedure above and click the Reassign button in that record.





Finally, the Record Display Options tab can be used to define how many records are viewable within the Callback database grid.



By default, the grid displays ony 1000 records but if you have more than 1000 Callbacks in the Callbacks database and want to make sure you are looking at the latest.


Callback Table Database Structure:

The following is technical data regarding the callback table that will be created in the spitfire MySQL database for global callbacks and in the specific list if a list was dialed under Local callback settings.

Possible values for CallBackStatus field:

01 – undialed record
201 – successfully dialed and transferred record
209 – dropped callback
202 – callback detected as Answering Machine
204 – callback detected as Busy
205 – callback detected as No Answer
206 – callback detected as Operator Intercept
207 – callback detected as Other
249 – callback detected as Error

Below is a flow chart that shows the call flow of the Callback feature: