Amazon Connect has a built-in ability to add Callback option in IVR.
But unfortunately, it lacks some features that might be required for some users such as:
* Once callback is sent to queue - it cannot be removed. It will stay in the queue for 7 days until answered by agent or will be deleted by the system after 14 days.
UPDATE (2022-04-23): You can now do it using Amazon Connect API - StopContact action.
* Not possible to show additional information about callback if you use out of the box CCP
(can be added in Custom CCP)
* Not possible to schedule callback at a later time (out of the box)
A not long time ago Amazon Connect introduced Tasks as an additional channel in contact center.
It is possible to add Callback using Tasks.
How does it work:
1. First we will ask client to enter callback number
2. Instead of using block to send call to callback queue we can add Create task block
3. We will add callback number as one of the attributes in Create task block
4. We can use built-in features of Create task block to either send it to queue right away or schedule it for later. Scheduled time can be based on selection made by client.
5. We can also add additional attributes to Create task block. In my example, I ask client to enter an account number and then I will add this attribute so that agent would be able to see this information.
6. When Callback comes to an agent they would see the following information:
7. Agent can click on phone number and it will initiate an outbound call to client.
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Here is more detailed comparison of standard callback vs Callback using Tasks:
| Functionality | Standard Callback |
Task |
|---|---|---|
| Manually remove callback from queue | UPDATE (2022-04-23): Yes, can be removed from the queue using Amazon Connect API (StopContact action) |
Yes, can be removed from the queue using Amazon Connect API (StopContact action) |
Outbound call initiation |
Automatic. Outbound call automatically starts when an agent answers callback. |
Manual. An agent has to click on the phone number to initiate an outbound call. |
| Possibility to show additional attributes in CCP. | Not possible directly in CCP. Can be added in custom CCP. | Yes. Possible out of the box. |
| Ability to schedule callback at a later time | Not possible out of the box. | Yes. Possible out of the box. |
Multiple retries |
Yes, it is possible to specify the number of retries and time between attempts. | Not possible out of the box. An agent can manually schedule the next attempt by creating a task in CCP interface. |
| Different priority for callback | Only possible if you use a separate queue for callbacks. | Yes. It is possible since Task is a separate channel. |
| Different SLA for callback | Only possible if you use a separate queue for callbacks. | Yes. It is possible since Task is a separate channel. |
1) First I ask client to enter account number and store it to attribute account_number
2) After that I ask client to enter phone number (10 digits) and save it to attribute callback_number
3) After that I create task and add callback_number & account_number as attributes.
