Omnichannel Callback adds a new set of platform capabilities that enable other ServiceNow applications to display or announce preconfigured callback options to users.
When used together with ServiceNow Voice with Virtual Agent, the callback platform capability provides the ability to use preconfigured Virtual Agent topics to enable the callback capability using the voice channel, so callers are no longer required to wait on hold.
Ability to automatically schedule a callback by configuring the number of retry attempts, duration between each retry attempt, and the expiration length to stop retrying, in the callback admin settings page.
The application also retains records of each callback attempt as a separate interaction record that can be reported against for quality metrics.
Allows users to schedule a callback at a predefined time period in the future using both voice and video (requires third party voice or video provider), giving users the flexibility to choose preferred time and channel to receive the callback.
Allows you to configure callback for all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.
STRY61127430: UI Policy script to remove specific reason_type choices for end user.
STRY61084003: [Callback] Time between reattempts of callback must be configurable (#205)
STRY61405931: Callback assign to fix for handling on initial callback external request.
STRY61084032:[CCaaS Callback] Need data model support to enable CCaaS to route callbacks to the agent that scheduled the callback
STRY61084015:The datamodel changes to store metadata related to voicemail in callback task table
STRY61092374:Added new field in callback table and system property configuration
STRY61192837: Need support to associate source records like lead, oppt to callback task record
STRY61589706: added callback_author role and ACLs for editing Callback Tasks.
STRY61084023 : [CCaaS Callback][VA] Support for requesting CCaaS callback (immediate/scheduled), viewing scheduled callbacks and rescheduling/cancelling callbacks (#223)
STRY61084045: [CCaaS Callback] Central mechanism to enable use of CCaaS APIs when user requests callback from VA, Web Embeddebable, Portal, EM and Agent Workspace (#220)
STRY61084045: Central mechanism to call CCass API - update sys_cs_callback on getting resposne from third party
Fixed defects
- Required plugins and products
- com.glide.cs
- com.glide.interaction.awa
- com.glide.cs.custom.adapter
- com.snc.appointment_booking
- Properties that need to be created or set to activate the content pack
- com.glide.cs.callback.enable