# Telephone callback requests

Let callers leave a telephone callback request for an operator instead of continuing to wait on the line.

*Release 3.3 · admin, operator, visitor*

**Settings › Voice › Voice Numbers**

## 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): The request belongs to a configured voice number.
- **Requires** [Outbound calling permissions and restrictions](RTC-005.md): Completing a request needs outbound calling access and an allowed destination.
- **Configured in** [Roles and permissions](ADM-008.md): Voice and Allow Outbound permissions control whether an operator can complete a callback.
- **Configured in** [Telephone business hours and fallback handling](RTC-002.md): Callback can be selected when the number is open but no operator is available.
- **Configured in** [Voice queue and call offers](RTC-003.md): Callback can be requested while queued or selected as the maximum-wait fallback.
- **Configured in** [Telephone music and greetings](RTC-012.md): Reusable greetings provide callback instructions and confirmation.
- **Works better with** [Postponing conversations](CHAT-012.md): Operators can postpone accepted callback work for later follow-up.
- **Works better with** [IVR telephone menus and execution history](RTC-011.md): A telephone menu integration can create callback requests.

### Used by

- **Enhances** [Incoming chats and calls](CON-019.md): Callback work has its own acceptance presentation.
- **Enhances** [Postponing conversations](CHAT-012.md): Postponing a voice callback can release its current ownership.
- **Enhances** [Voice Autopilot call handling](AI-013.md): The agent can register a telephone callback request.
- **Enhances** [Voice Autopilot connection setup](AIP-025.md): An enabled callback action can register a telephone callback.
- **Enhances** [Telephone business hours and fallback handling](RTC-002.md): Callback is an available no-operator action during business hours.
- **Enhances** [Voice queue and call offers](RTC-003.md): Callers can request a callback while waiting when configured.
- **Enhances** [Outbound calling permissions and restrictions](RTC-005.md): An outbound call can fulfil the callback request the operator accepted for the same caller.
- **Enhances** [IVR telephone menus and execution history](RTC-011.md): Telephone menu integration can create callback requests.
- **Enhances** [Telephone music and greetings](RTC-012.md): Callback prompts explain and confirm the request.
- **Enhances** [Voice, video and live show reports](REP-027.md): 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.