The Voice Experience in Mindful Callback

Mindful Callback provides a robust and highly customizable voice experience to guide your customers through the process of requesting and receiving callbacks. This article can be used as a reference to discover the default voice experience and call flows in different scenarios.

Callback Registration Voice Experience

The key below details the meaning of elements used in the call flow diagrams in this article.

Default Voice Experience

The following call flow describes the default voice experience when registering a callback in the platform and no additional configuration options are selected for a Call Target.

NOTE

If the Register Early Hangups option is enabled, the Callback system will still register a callback for a customer who hangs up after confirming their phone number but before the end of the registration process.

Default Voice Experience if Callback Already Exists

The following call flow describes the default voice experience when a callback has already been registered for a given phone number. Callback automatically checks the phone number being provided during the registration process to see if an existing callback is already pending. If one exists, the customer is notified and the call ends.

Customized Registration Options

The following call flows describe the default voice experience when requesting a callback in a variety of configuration scenarios. 

Default + Announce ANI

The following call flow describes the default voice experience with Announce ANI enabled.

Default + Announce ECBT

The following call flow describes the default voice experience with Announce ECBT enabled.

Default + Announce ECBT During Offer

The following call flow describes the default voice experience with Announce ECBT During Callback Offer? enabled.

Default + Callback Offer + Announce ECBT

The following call flow describes the default voice experience with Callback Offer enabled. This example also includes a path with Announce ECBT enabled, which is disabled by default.

Default + Voice Scheduled Callbacks + Announce ANI

The following call flow describes the default voice experience with Voice Scheduled Callbacks and Announce ANI enabled.

Default + Scheduled Callback Experience (Text)

This call flow describes the customer experience with Scheduled Callback Experience set to Text.

Default + Allow Extension or Phone Number

The following call flow describes the default voice experience with Allow Extension or Phone Number enabled.

End of Day Handling

The following call flow describes the default voice experience with End of Day Handling options enabled (Offer Next Business Day Callback and Return to Hold).

Default + Voice to Messaging

The following call flow describes the default voice experience when a customer is offered to disconnect the call and receive a text message instead.

Call Flows by Callback Strategy

The following call flows describe the default voice experience for the Agent First or Customer First Callback Strategy.

Customer First + Prompt Customer to Reschedule Callback

The following call flow describes the default voice experience for a customer first callback with Prompt Customer to Reschedule Callback enabled.

When rescheduling, ECBT options are announced to callers in the format: “For 10 minutes from now, press 1. For 20 minutes from now, press 2…", up to 9 for 90 minutes. All ECBT times are rounded up and time options lower than the ECBT are not announced.

For example, if the wait time is 34 minutes, callers will hear options to choose 4 for 40 minutes, 5 for 50 minutes, etc.
Callers will not hear the options to choose 1, 2, or 3 since those times represent 10, 20, or 30 minutes or less.

Agent First + Prompt Customer to Confirm Callback

The following call flow describes the default voice experience for an agent first callback with Prompt Customer to Confirm Callback enabled.