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This feature will allow a customer to be called back instead of waiting in a phone queue to talk to an agent. While the customer is waiting for a callback, they can interact with text messages.
- Make sure the agent 50021 is closed by clicking the Aux work button from the agent dashboard
- Place a phone call to 714.274.7475, press 2 for the first prompt, press 1 for the second prompt, and 1 for the third prompt to accept a callback.
- Continue, press 1 to accept the text message offer.
- A text message will be sent to the caller's phone number automatically. Reply text message with verification info below:
- Patient ID: H11110000
- Reason for contact: can be anything
- The system will callback to the customer and play IVR.
- Press 1 for the first prompt, press 1 for the second prompt.
- From the agent web page. make sure the agent phone is open. The agent phone will ring and a screen pop will show to the agent.
- Accept the incoming call from the agent web page. Now, the agent and the customer can talk on the phone and reply message on the chatbox.
- Hang up the call to complete the demo.
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