Telephone callback requests

What it is

Callback turns a waiting telephone call into a request for an operator to call back. The caller can leave the telephone queue without keeping the live connection open. Operators receive the request as voice work and make the return call.

Who uses it and why

Callers request a return call instead of staying on the telephone.
Operators accept callback work and use Call Back to telephone the customer.
Administrators with the Settings role choose the keypad digits, fallback actions and confirmation audio.

Where to find it

At Settings › Voice › Voice Numbers, edit the number. Number Setup contains Callback Digit and Continue Call Digit. Music & Greetings contains Callback and Callback from Queue Confirmation.

Select Callback as Fallback on Assignment, or as Business hours No Operator Available action on Business Hours, where appropriate.

How it works

A caller can request a callback through a configured telephone menu, an unavailable action or the callback keypad choice while waiting. INSIDE records a callback destination and temporarily keeps the request out of assignment while setting it up.

If no replacement number is supplied, the callback uses the original caller's number. A queue request plays Callback from Queue Confirmation when selected; other callback fallbacks use Callback.

The operator accepts the callback request and sees the Callback console. Use Call Back to start the return call. When the operator places an outbound call to the same caller, INSIDE closes their accepted open callback request and links it to the new conversation.

Configure it

Set two different digits from 0 to 9 on Number Setup and save. Select the callback confirmation and any prompt that tells callers which digit to press. The spoken instructions must match the configured digits.

Enable outbound calling for the operator and an appropriate calling number so the request can be completed.

Settings

Setting	Where	Applies to	Default	Who can change it	What it does
Callback Digit	Settings › Voice › Voice Numbers › Number Setup	website	1	Settings role	Chooses the single keypad digit a waiting caller uses to request a callback.
Continue Call Digit	Settings › Voice › Voice Numbers › Number Setup	website	2	Settings role	Defines the advertised digit for continuing the call. It must differ from Callback Digit.
Callback	Settings › Voice › Voice Numbers › Music & Greetings	website	Not set	Settings role	Selects the greeting for a callback created by a fallback. No greeting plays when none is selected.
Callback from Queue Confirmation	Settings › Voice › Voice Numbers › Music & Greetings	website	Not set	Settings role	Selects the confirmation played when a caller requests a callback from the queue. No confirmation message plays when none is selected.

Permissions

Permission	Lets you
Settings	Configure number callback digits, fallback actions and prompt selections.
Voice	Handle queued callback work.
Allow Outbound	Make the outbound telephone call needed to call the customer back.

Limits and good to know

The new-number defaults are 1 for callback and 2 for continuing.
In the standard waiting flow, other digits or no input return the caller to waiting.
A request is work for an operator; it does not establish an automatic callback time or redial schedule.
Calling a different customer does not complete the accepted callback request.

Depends on and works with

RequiresConfigured byEnhances

+2 more · used by

Telephone music and greetingsEnhances
Callback prompts explain and confirm the request.
Voice, video and live show reportsEnhances
Callback requests supply callback reporting activity.

View all connections as a list

This feature uses

Roles and permissionsConfigured by
Voice and Allow Outbound permissions control whether an operator can complete a callback.
Postponing conversationsEnhances
Operators can postpone accepted callback work for later follow-up.
Voice provider accounts and telephone numbersRequires
The request belongs to a configured voice number.
Telephone business hours and fallback handlingConfigured by
Callback can be selected when the number is open but no operator is available.
Voice queue and call offersConfigured by
Callback can be requested while queued or selected as the maximum-wait fallback.
Outbound calling permissions and restrictionsRequires
Completing a request needs outbound calling access and an allowed destination.
IVR telephone menus and execution historyEnhances
A telephone menu integration can create callback requests.
Telephone music and greetingsConfigured by
Reusable greetings provide callback instructions and confirmation.

Used by

Incoming chats and callsEnhances
Callback work has its own acceptance presentation.
Postponing conversationsEnhances
Postponing a voice callback can release its current ownership.
Voice Autopilot call handlingEnhances
The agent can register a telephone callback request.
Voice Autopilot connection setupEnhances
An enabled callback action can register a telephone callback.
Telephone business hours and fallback handlingEnhances
Callback is an available no-operator action during business hours.
Voice queue and call offersEnhances
Callers can request a callback while waiting when configured.
Outbound calling permissions and restrictionsEnhances
An outbound call can fulfil the callback request the operator accepted for the same caller.
IVR telephone menus and execution historyEnhances
Telephone menu integration can create callback requests.
Telephone music and greetingsEnhances
Callback prompts explain and confirm the request.
Voice, video and live show reportsEnhances
Callback requests supply callback reporting activity.

FAQ and troubleshooting

Why can I not save the callback digits?

Each must be a digit from 0 to 9, and they must be different.

Why is Call Back unavailable to an operator?

Check Voice and Allow Outbound permissions, an available outbound number and the destination calling policy.

Does callback guarantee the caller's exact place in the queue?

This release creates queued callback work. INSIDE doesn't guarantee a queue position or a callback time.