SAP Contact Center 7 - Callback Functionality Overview

Callback Requests SAP Contact Center software version 7 Service Pack 7 (SAP CCtr 7 SP7) SAP Contact Center Product Management

2014 Public

2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Scheduled callback request

Note! These are sample web callback forms. Customer organizations can freely modify them or create new callback forms with customer specific functionality.

Customer fills the callback form in the web.

The web form can contain automatic detection

of country, language and local time.

Customer submits the callback request to

SAP Contact Center.

The callback functionality enables modifying

and filtering numbers if needed.

The callback request

appears in the inbound

queue when the scheduled

callback is due.

Agent accepts the callback request and the

callback call is automatically dialed.

Agent classifies the callback based on the

result.


Immediate callback request

Note! These are sample web callback forms. Customer organizations can freely modify them or create new callback forms with customer specific functionality.

Customer fills the callback form in the web.

The web form can contain automatic detection

of country and language.

Customer submits the callback request to

SAP Contact Center.

The callback functionality enables modifying

and filtering numbers if needed.

The callback request

appears in the inbound

queue asap.

Agent accepts the callback request and the

callback call is automatically dialed.

Agent classifies the callback based on the

result.


Callback request integrated with SAP CRM

Leaving a callback by phone Leaving a callback via web Callback routing Handling the callback

The callback option can be offered to customer

based on queue routing parameters.

The callback can be immediate (a.k.a. virtual

hold), or scheduled, dependent on the Callback

IVR setup.

If the callers number is recognized, the callback request is registered to that number.

Alternatively, dependent on the IVR settings,

customer can enter another number to where the

callback is done.

Customer fills the callback form

with appropriate information.

The callback can be an

immediate callback or

scheduled.

Prior accepting the callback, a check for

non-allowed callback numbers is done.

These are configurable, e.g. emergency

numbers and various service numbers

can be excluded.

The callback requests are routed to

callback request queue and further to an

available and skills matching agent.

The alerting callback event is signalized

as a call. This means that the integration

with SAP CRM enables the business

partner search based on the telephone

number.

Once accepted the actual outbound call

is made.

When finished, agent uses the CDT

scripting to classify the callback result.

Internet

SAP Contact Center

SAP

CRM

CBR Queue

Agent selection CBR Call

Call event

Call event

Customer data is shown based on A-number or

business partner ID

Call to

customer service Queue selection

CBR IVR

Callbacks

Agent classifies the success

of the callback event using

CDT scripting

Callback

form


Callback request integrated with SAP C4C

Leaving a callback by phone Leaving a callback via web Callback routing Handling the callback

The callback option can be offered to customer

based on queue routing parameters.

The callback can be immediate (a.k.a. virtual

hold), or scheduled, dependent on the Callback

IVR setup.

If the callers number is recognized, the callback request is registered to that number.

Alternatively, dependent on the IVR settings,

customer can enter another number to where the

callback is done.

Customer fills the callback form

with appropriate information.

The callback can be an

immediate callback or

scheduled.

Prior accepting the callback, a check for

non-allowed callback numbers is done.

These are configurable, e.g. emergency

numbers and various service numbers

can be excluded.

The callback requests are routed to

callback request queue and further to an

available and skills matching agent.

The alerting callback event is signalized

as a call. This means that the integration

with SAP C4C enables the business

partner search based on the telephone

number.

Once accepted, the actual outbound call

is made.

When finished, agent uses the CDT

scripting to classify the callback result.

SAP Contact Center Customer

CBR Queue

Agent selection CBR Call

Call to

customer service Queue selection

CBR IVR

Callbacks

7. Agent classifies the

success of the callback

event using CDT scripting

6. Call back to customer

4. Call data is passed to

SAP Cloud UI using

SAP Cloud CTI Adapter

5. SAP Cloud UI screen pop-up based on

call data (e.g. caller or called number

or customer entered ID in IVR service)

Internet SAP Cloud for

Sales and /or

Service

Callback

form

SAP Cloud for

Sales or Service UI


Customer can leave a callback request by phone or via web

Customer

PSTN Internet

Call queue

Option to

leave callback

Callback IVR

OII

Callbacks

Callback

queue(s)

Web

server

Callback

form

Agent

Call

Callback

Call to

Customer

Customer clicks call me now or callback link / button on corporate web pages.

The callback form opens. Customer enters his phone

number and other relevant information and submits the

callback.

The callback can be an immediate callback or it can

contain a time and date for the wished callback time.

The callback request is checked and entered to the SAP

Contact Center Callback db.

SAP Contact Center callback dialer monitors the Callback

db and activates the callbacks based on callback

schedule.

The callback request is routed to available and skilled

agents thru queue(s).

When agent accepts the callback request, the actual

outbound call is made.

Agent handles the contact and classifies the callback

request as handled.

If customer is not reached, agent can classify the callback

request accordingly, and the callback request will remain

in the db until the next callback attempt.

Customer calls the customer service. Depending on the

queue configuration, the system offers a possibility to

leave a callback request instead of queuing.

The callback request is received in Callback IVR. The

pre-built callback can be used, or alternatively the

organization can decide to build an own Callback IVR

with own prompts and voice.

Typically the IVR based callback is immediate, however,

the IVR can be configured so that it also asks when the

callback should be made.

The callback request is entered to the SAP Contact

Center Callback db.



schedule.






request as handled.









callback.







schedule.






request as handled.















Center Callback db.



schedule.






request as handled.




Customer

PSTN Internet

Call queue

Option to

leave callback

Callback IVR

OII

Callbacks

Callback

queue(s)

Web

server

Callback

form

Agent

Call

Callback

Call to

Customer


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SAP Contact Center 7 - Callback Functionality Overview