Callback Manager

The Call-Back Manager can be used to reduce load peaks in your service center. Incoming calls that are not promptly accepted by an agent can be forwarded to the Call-Back Manager. The recall wishes are recorded via web form, via IVR or directly via our TENIOS Cloud API.

The TENIOS Callback Service can be used in Server or Widget mode. Please contact our customer service to get the callback service that fits to your needs.

Widget ModeServer Mode

Widget Mode

Widget Mode means that you can embed a widget into your webpage. A visitor of your website can fill this form and request a callback. He can choose at which time he wants to receive a callback (e.g., after one hour) and enter his phone number. First, you need to create a callback configuration. To do so please follow the instructions below. Basically here you can configure the destination number of your agent, the callerid which is displayed to your customer when he gets called and finally the ring duration of this call.

When a callback is executed by the system, first a call to your side usually to an callcenter agent or clerk is initiated. You can configure the destination number in the callback configuration. After the call is established, a second call to your customer is initiated. When the customer answers the call, both calls get connected so that your agent can talk to the customer.

Configuration Guide

If you have created a callback configuration, you can get the widget by clicking the “Get Widget” button of the appropriate configuration on the callbacks configuration overview page. To embed the widget in your webpage proceed with the following steps:

Copy the SCRIPT tag and insert it inside the HEAD tag of your webpage
Add a BUTTON tag (it can also be an A or DIV tag) with a unique id attribute to the BODY of your website. Every time when somebody clicks on this button the Callback Widget appears on the page.

EXAMPLE:

<html>
  <head>
      <title>Callback Example</title>
    <!--Add callback script-->
    <script src="https://portal.tenios.com/portal/public/js/libs/tenios-callback-widget.js"
        id="tevox-callback-script" 
        data-callback-config-id="a7c247e9-4a3b-4407-86a0-fe2f2afe46fd" 
        data-initializer-id="callback-me-button"></script>
  </head>
  <body>
    <!--Button, which opens the callback widget-->
    <div id="callback-me-button">Callback Me</div>
  </body>
</html>

Alternatively you can embed the callback Widget as an IFRAME. For that, you need to copy and insert the IFRAME into the BODY tag of your website.

<html>
  <head>
      <title>Callback iFame Example</title>
  </head>
  <body>
    <iframe src="https://portal.tenios.com/portal/public/callback-widget/a7c247e9-4a3b-4407-86a0-fe2f2afe46fd" 
            width="500" 
            height="500">
    </iframe>
  </body>
</html>

Server Mode

Server Mode means that a callbacks can be initiated via the TENIOS API. At the beginning it is necessary to activate the Server mode Call-Back functionality for your account. You need to contact TENIOS support to activate this service for your account. Afterwards you can add callback functionality to your project (e.g. add a callback form on your website). A visitor of your website can fill this form and request a callback. The visitor can choose after which time he wants receive a callback (e.g. after one hour).

For this use case you can use the TENIOS Call-Back API in Server Mode. The integration of the callback functionality is very easy. You should execute a new “init” request to the TENIOS API in the method which handles form submission.

More detailed description of the “check status” request you can find on the API-Call-Back page.

New callback configuration

To add a new callback configuration press Add new configuration.

Configuration name

Enter the configuration name that will be displayed on the overview page in configurations list.

Destination number

Enter the destination number (Agent).

Displayed outgoing number

Enter the displayed outgoing number.

Ring Duration

Select a ring duration using the ‘dropdown’ list and save the configuration.

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