SIEBEL® eBUSINESS APPLICATIONS
CONTACT ONDEMAND
WEB CALLBACK:
JULY 2017
Contact OnDemand NextGen Conversion Plan
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NOTE: This document contains confidential material proprietary to Siebel Systems, Inc. Your access to and use of this confidential material is subject to the terms and
conditions of a Siebel Systems nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may
not be disclosed, copied, reproduced or distributed to anyone outside Siebel Systems without prior written consent of Siebel Systems. This information is pre-release and is
subject to change without notice. The purpose of this document is to provide a statement of the current direction of Siebel Systems’ product strategy and product marketing
efforts. Please note that this document is intended neither to bind Siebel Systems to any particular course of product marketing and development nor to constitute a part of the
license agreement or any contractual agreement with Siebel Systems or its subsidiaries or affiliates.
Contact OnDemand Web Callback
Feature Summary
The Contact OnDemand Web Callback feature provides a customer’s customer with the
ability to enter their phone number via a link on the customer web page and request a
callback to a specified number at some time in the future.
The caller can select a call back request in the following time frames:
Immediately
30 minutes
60 minutes
90 minutes
Specified Date/Time
By default the form that is presented to the requestor asks for First Name, Last Name,
Email Address, Company Name, Country Code and Phone number. The requestor’s First
Name, Last Name, Country Code and Phone Number are required. A screen shot of the
standard Call Back web page is included below:
Contact OnDemand Web Callback
2
NOTE: This document contains confidential material proprietary to Siebel Systems, Inc. Your access to and use of this confidential material is subject
to the terms and conditions of a Siebel Systems nondisclosure agreement, which has been executed and with which you agree to comply. T his
document and information and ideas herein may not be disclosed, copied, reproduced or distributed to anyone outside Siebel Systems without prior
written consent of Siebel Systems. This information is pre-release and is subject to change without notice. The purpose of this document is to provide
a statement of the current direction of Siebel Systems’ product strategy and product marketing efforts. Please note that this document is intended
neither to bind Siebel Systems to any particular course of product marketing and development nor to constitute a part of the license agreement or any
contractual agreement with Siebel Systems or its subsidiaries or affiliates.
How does call back work?
Siebel will deploy a web callback page identical to the one displayed above. The HTML
for this page can be changed to adapt to your preferred look and feel (additional
implementation fees may apply).
Customers who request a call back will access the page above via the selection of a link
on the customer’s webpage (e.g. “Click here to request a call back”). Each web callback
request is associated with a workgroup (queue). Once a call back is submitted the
callback will enter the queue at the time specified by the requestor. For example, if a
requestor submits a web callback request on Friday at 6:00 PM for a call back on
Tuesday and 10:00 AM the request will remain idle until Tuesday at 10:00 AM at which
time the request will enter the workgroup queue. If an agent who is a member of that
workgroup is available their phone will ring and then the number the requestor entered
for a callback will be dialed. If no agents are available the callback request will remain in
queue until an agent becomes available.
If a requestor requests a call back when the call center is closed a customer defined URL
can be displayed (e.g. “Sorry, our call center is closed…”); the web callback will be
queued at the beginning of the next business day. Once the requestor’s number has been
dialed the callback is considered to be complete.
Contact OnDemand Web Callback Limitations
Agent will not have caller information:
When a call back interaction is offered to an agent the agent’s Contact OnDemand
desktop will not be presented with the information the requestor provided during the
callback request. The agent will not have access to the caller’s First/Last name at the time
of the call back
Agent cannot reschedule:
A Web Callback event cannot be deleted once a request is queued. If a caller submits a
callback request and subsequently contacts the customer the customer will not be able to
delete a callback request in queue or that is scheduled in the future.
Contact OnDemand Web Callback
3
NOTE: This document contains confidential material proprietary to Siebel Systems, Inc. Your access to and use of this confidential material is subject
to the terms and conditions of a Siebel Systems nondisclosure agreement, which has been executed and with which you agree to comply. T his
document and information and ideas herein may not be disclosed, copied, reproduced or distributed to anyone outside Siebel Systems without prior
written consent of Siebel Systems. This information is pre-release and is subject to change without notice. The purpose of this document is to provide
a statement of the current direction of Siebel Systems’ product strategy and product marketing efforts. Please note that this document is intended
neither to bind Siebel Systems to any particular course of product marketing and development nor to constitute a part of the license agreement or any
contractual agreement with Siebel Systems or its subsidiaries or affiliates.
Data Collection at time of Request:
Customer data entered via the Web Callback form is visible via reporting available to the
customer but only until the Web Callback is completed. The report shows Web Callback
data for overdue callbacks only.
Contact OnDemand Web Callback
4
NOTE: This document contains confidential material proprietary to Siebel Systems, Inc. Your access to and use of this confidential material is subject
to the terms and conditions of a Siebel Systems nondisclosure agreement, which has been executed and with which you agree to comply. T his
document and information and ideas herein may not be disclosed, copied, reproduced or distributed to anyone outside Siebel Systems without prior
written consent of Siebel Systems. This information is pre-release and is subject to change without notice. The purpose of this document is to provide
a statement of the current direction of Siebel Systems’ product strategy and product marketing efforts. Please note that this document is intended
neither to bind Siebel Systems to any particular course of product marketing and development nor to constitute a part of the license agreement or any
contractual agreement with Siebel Systems or its subsidiaries or affiliates.