Callback restrictions

Callback restrictions

You can now configure your instance to automatically deflect or schedule callbacks for end-users when they contact you close to the end of your business day or when your queues are shut down.

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).