Telzio's Reconnect action gives your callers the option to speak to the same agent as they spoke to on a previous call.
When reaching this action in a call flow, the caller will hear a prompt with the following message:
I can see you recently spoke to one of our agents. Press 1 if you'd like to be connected to the same person. Otherwise, please hold.
If the caller presses one, Telzio will start dialing the user they recently spoke to, and if the caller doesn't make a selection within 5 seconds, the call will proceed to the next action in the call flow.
You can set different criteria for which users should be available for reconnecting calls, as well as how long it should ring for before moving on in the call flow. See the section below for more details about each setting.
How Does it Work
When a call reaches the Reconnect action in the call flow, Telzio starts looking through your call logs to see if there was a recent call that matches the caller's phone number as well as the criteria you have configured for the action.
If the action finds a match, it will give the caller the option to speak to the same user again, and if not, it will simply continue on to the next action in the call flow.
If there are multiple calls in your logs, matchin the criteria you have set up, then the most recent will be the one considered for a reconnect.
|Calls To Search||Defines which calls to look for in your call logs.|
|Search Calls From||Sets the time range for how far back in your call log to look for matching calls.|
|Reconnect To||Limits the users available for reconnecting calls.|
|Timeout||Defines how long the user should be dialed for, before moving on in the call flow.|
|Hold Music||Sets the hold music to play for the caller while trying to reconnect to a user.|
Calls to Search
You can specify one or more criteria for which calls to consider for reconnecting the caller to a user. When a call reaches the action in your call flow, it will start looking for previous calls in your call log, to see if this caller's phone number appears anywhere. You can use this setting to limit which calls to look for by selecting one or more of the following options.
Selecting none of the options will have the search look through all calls in your call log.
This will have the search include incoming calls made from the caller to any of the phone numbers on your Telzio account.
This will have the search include outgoing calls made from any of your Telzio phone numbers to the caller's number.
To/From the Same Number
This will have the search include any call that was made to or from the same number on your Telzio account.
For example, if the caller previously called your main line and spoke to a user, and the caller later calls back to the main line the call will be included in the search.
However, if the caller previously spoke to someone on their direct number, and then calls your main line, then it will not be included in the search.
From this Call Flow
This will include calls that have previously traveled through the same call flow as this particular action is placed in.
Search Calls From
This option defines far back in your call log the Reconnect action should search for matching calls.
For example, if you configure it to look 1 day back, then it will only include calls in your logs that happened within the last 24 hours and otherwise also matches the other criteria you have set in the action.
You can limit the Reconnect action to only consider certain groups of users when looking for someone to reconnect a call to.
For example, if your CEO previously spoke to the caller on his private line, and the caller later calls your main line, you can choose to not include the CEO's Telzio user in any of the groups available for the reconnect action. In that case, the action will only look through call logs where a user from any of the chosen user groups where connected to the caller.
If you don't choose any user group in this setting, the Reconnect action will consider calls with any of your users in.
This setting defines how long the Reconnect action should attempt to reach the user for an incoming call. In other words, how long the user's phone will ring for, before the call should proceed to the next action in the call flow.
If the user doesn't pick up within this time, the caller will hear the following message before the call proceeds:
Sorry, but the last agent you spoke to is not available at the moment. Please stay on the line, while we connect you to the next available agent.
This setting specifies which hold music the action should play for the caller while attempting to reconnect to a user.
You can choose between a selection of songs provided by Telzio, or you can upload your own music from the Account Settings page.