Robot - controller

Modified on Thu, 13 Aug at 1:48 PM

’Robot Controller’ — an automatic callback function for missed calls.

The ’Robot Controller’ function uses a VPBX queue:

queue 1 – the queue for which automatic callback is enabled,
queue 2 – a group of agents involved in automatic callbacks for calls missed in queue 1.

Queue 2 can be either queue 1 or any other queue.

For more information about configuration, see ‘How to set up Robot Controller’.

The ’Robot Controller’ function works as follows:

the VPBX user configures and enables the function for the selected queue 1 (see below);
VPBX registers missed incoming calls to queue 1 and adds them to the automatic callback list;
numbers from the automatic callback list are processed by the Robot Controller according to the function settings;
a number is removed from the automatic callback list:
- when a connection between an agent and a customer is registered
or
- when the number of automatic callback attempts specified in the settings is reached.

Missed incoming calls are registered and added to the automatic callback list continuously (24/7 without interruption). Numbers already on the list are not added to it again (i.e. they appear on the list only once), but after being removed from the list, they can be added again.

✅Note:

The callback for a missed call will start according to the ’Waiting interval (in sec)’ parameter, while callback data is collected once per minute. The minimum callback interval is 60 seconds. See 'How to set up Robot Controller'.

The function settings specify a schedule (see 'Setting up a schedule' ) that defines non-working hours when calls to customers are not made (for example, at night). If a missed call is registered during non-working hours, the automatic callback will be made as soon as working hours begin.

When processing numbers from the automatic callback list, during the time permitted by the schedule, the Robot Controller automatically performs the following:

calls an available agent in queue 2 (according to the queue 2 settings);
notifies the agent who answers that the Robot Controller function has been triggered and that a connection with the customer is expected (by playing a voice message);
calls the customer and connects them to the agent waiting on the line.

If the agent hangs up before being connected to the customer, the customer's number will remain on the automatic callback list and will be processed again.

If the customer or agent calls back manually after the missed call, the Robot Controller does not initiate an automatic callback.