Consumer Requested Callbacks

Consumer Requested Callbacks

Callback Configuration and Functionality


To enable the callback functionality, Admins will need to enable the “Allow Callers to exit hold queue by pressing any number” setting in the Team settings for the Team whose Campaigns you want to enable callbacks for. When an Inbound caller presses ‘8’ while in the queue, they will receive a prompt to confirm they want a callback. After pressing ‘1’, the callback is scheduled, and the call is disconnected. As soon as that caller becomes first in line, the Campaign will place a call to the number the callback was requested from. Once the call is answered, the consumer will be added back to the queue with the highest priority. Once an agent becomes available, they will be connected to that agent.



By default, the consumer will be connected to the campaign that they originally called into. However, Admins have the option to configure a campaign specifically for routing callbacks to. This is configured under the “Route Callback Requests to a specific campaign” setting. This time, when a consumer answers a callback, instead of being placed at the front of the original campaign’s queue, they’ll be placed at the front of the queue for the Campaign specified in the aforementioned setting. Do note, that the campaign specified must be for the same team. 

Note: This is an optional setting oftentimes used to notify agents that the call they received is a consumer requested callback. If an alternate callback campaign is selected, Admins will be unable to delete that campaign while this setting is configured. 




The “Unanswered Callbacks are sent to this VM box” setting establishes a voicemail box for callback calls to route to in the unlikely event that no agents are available when a consumer answers a callback call. If the consumer is left waiting for ~90 seconds, they will timeout and be routed to the voicemail box specified in this setting.


Example Scenario
1. Caller 1, Caller 2, Caller 3, and Caller 4 place a call to the Test Inbound Campaign.
2. Callers 2 and 4 elect to request a Callback.
3. After Caller 1 is connected to an agent, Caller 2 will receive a callback call.
4. Caller 2’s call has the highest priority and will be connected to the next available agent.
5. An agent becomes available and takes Caller 2’s call.
6. Caller 3 is then first in line. No call is placed to Caller 4 at this time.
7. Once an agent becomes available, Caller 3’s call is answered, and Caller 4 becomes first in line.
8. However, after Caller 4 receives and answers their call, no agent becomes available before the
campaign queue timeout (90 sec) , so Caller 4 is routed to the Unanswered Callbacks Voicemail
Box.

Callback Monitoring


In order to monitor how many callbacks have been queued up at any given time, Admins may make use
of the “Caller Callbacks Waiting” Widget on the Dashboard. This widget displays the total number of
CallBacks in queue and is only available if the Callback feature is turned ON.

Admin may also view Callback data in the Calls report. When a consumer requests a callback, their initial
inbound call is marked with the “CBK” call result (meaning Callback Requested). The outbound callback
call in response makes use of a unique “Call Origin” labeled “Call Back”. This origin is only used for
callback calls and can be filtered by under the “Call Origin” field.



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