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How to Configure a Call-Back Profile > Pre-Call Questions

Call-Back Profile is a collection of settings and configurations that define parameters for the calls that Fonolo receives and places for you.

To configure a newly created or existing Call-Back Profile, go to MANAGE (1) > Call-Back Profiles (2).

Then click on the name of the Call-Back Profile (1) that you wish to configure.

Pre-Call Questions

In-Call Rescue

Pre-Call Questions allow you to prompt the Client for certain information once the call has been transferred over to Fonolo. Information such as Name, Reason for Calling, or other things can be collected at this time, and then passed to the Agent before the call-back is made to the Client, resulting in a smoother and happier customer service experience. To add a new Pre-Call Question, click the green ‘Add New Question’ button (1) to begin.

Add New Question

When adding a new question that Client will be prompted to answer before completing their opt-in for a call-back, several critical parameters must first be selected (1).

Label – Give this Question a label for internal reporting purposes
Input Key – For Web Rescue and Mobile Rescue, the Input Key will define variables that are passed through the Javascript of the widget
Type – As shown below, the ‘Type’ of incoming data that is specified will determine how it is handled and passed along to the Agent by Fonolo. If you are looking to have the Client enter a number, select ‘Numeric Input (DTMF). If you are looking to have the Client say their name or anything else, select ‘Recorded Message’

Client recorded message must be at least 2 seconds for the file to be saved and played back to the Agent

 

 

 

 

 

 

 

Store Data – Here, you can opt to have the input data stored on Fonolo’s servers for reporting. Keep in mind that if the data contains sensitive information, you may not be allowed to host this outside of your own servers.

Numeric Input (DTMF)

Here, you can allow your clients to input numeric values to provide additional information for your Agents (2). Each ‘Type’ that is selected will have different requirements:

NUMERIC INPUT (DTMF)
Audio Prompt Question – Here, you can specify the uploaded audio file that you will use to pose your question to the Client
Length (min/max) – This will specify the required minimum and maximum number of DTMF digits that the Client must key in on their phone to fulfill the question’s requirements
Confirmation Menu – Here, you can choose to have the information read back to the Client to confirm the digits that they have input and ask them to confirm
Agent Whisper – This is the audio that the Agent will hear directly proceeding the DTMF digits that the Client input
Default Value – When the Client does not enter any DTMF digits, the Agent will be presented with this numeric value
SIP Header Name – Here you can specify the name of the SIP header used to pass these digits along to the Agent

IN-CALL RESCUE AUDIO RECORDING
Audio Prompt Question – Here, you can specify the uploaded audio file that you will use to pose your question to the Client
Length (max) – This is where you can specify the maximum length of the recording that the Client is allowed to enter
Confirmation Menu – This options will read back the audio that the Client recorded to ensure accuracy and ask them to confirm
Agent Whisper – This is the audio that the Agent will hear directly preceeding the audio that the Client recorded
(Please Note: This audio may not be played if the Client recorded message is less than 2 seconds)

SIP HEADER
SIP Header Name – Here is where you will specify the SIP header name that will contain the input data

CLIENT CALL-BACK COUNTRY CODE
Default Value – If no value is present here, a default value will be used for this entry
SIP Header Name  – This is where you can override the default country code by passing a new value via this header

Agent ANI Number, Agent ANI Name, Client ANI Number, Client ANI Name, ICR ANI Number, and ICR ANI Name are all values that Fonolo can automatically collect from the incoming call and pass along to the Agent.

Responsive Web Rescue

The Pre-Call Questions section is slightly different for the Responsive Web Rescue  Widget than for In Call Rescue. Here, the pre-call questions allow you to define input fields that prompt the Client for certain information to be typed in before sending the call-back request. Fields can defined to accept numeric or text input. this information is passed on to the Agent via a Text to Speech synthesizer, allowing the Agent to hear what was typed in the fields.

Pre-Selected Option

Here, by adding a Pre-Selected Option – pre-call question, a default Call-Back Option value can be passed to the widget, which automatically forces the widget to open on the selected call-back option.

In this case we have defined an option value of 2, which will open the Responsive Widget to the call-back start page for the second option (queue) on the list.

Pre-Selected Options can be defined in one of two places. As shown above, the value can be typed into the pre-call question field, or alternately, the value can be passed via the JavaScript code that is added to the head of the webpage, allowing the widget to load on the site.

This Pre-Selected Option – pre-call question must be created in the Fonolo Portal and the default value must not be set, when wishing to pass values from the JavaScript code of the Widget. Please visit Front-End Responsive Web Rescue Customization Using JavaScript for more information.

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