Symptom
When Anonymous / Withheld CLI calls come into an 8x8 Contact Center Channel, they route to a callback script with option 1 to confirm the number, or 2 to re-enter the number, this can cause issue as the caller could press 1, and not enter the correct number.
Applies To
- 8x8 Contact Center
- Call Back Queues
Resolution
There are several ways you can create a callback. Here are two options you can use to create the script.
Option 1
When creating a script with a callback option,and there is no requirement to play the customer phone number.
- After you have created the Callback script, under the callback object/invalid phone number, enter the audio file/say object that you want the caller to hear when their phone number is set to anonymous.
- This action will route calls that have Anonymous, Withheld ,or Invalid CLI to the part of the script forcing the caller to enter a valid call back number.
- In the action the caller will confirm the number and callback will be queued.
Option 2
When creating a script with a callback, and it is a requirement to play the caller's phone number, you will need to enter a Test variable shortly after the phone number (or anonymous) is played to the caller, just before you have the option of press 1 to confirm, or 2 to re-enter.
- After you have created the Callback script, create a test variable, where the system variable $callerPhoneNumber, will be equal to the value anonymous.
- This will then route those calls that have Anonymous/Withheld CLI, to the part of the script that will force them to enter the number.
- Once that is done, the caller will confirm it, and callback will be queued.
Note: This option will only match calls that present as Anonymous. However, inbound calls may appear with other caller IDs such as Private, Private Number, or Withheld, etc. The specific presentation will depend on what the calling party and ingress carrier send to 8x8.
Additional Information
For more information, see the 8x8 Contact Center Administrators guide on using variables for anonymous callers.