Callback System
📖 Introduction
The Callback System automatically calls back people who couldn't reach you or who opted for a callback instead of waiting on hold.
Types of callbacks:- Queue Callback: Caller requests callback instead of waiting
- Abandoned Call Callback: System calls back callers who hung up
- Scheduled Callback: Callback at a specific time
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🎯 Common Use Cases
| Scenario | Callback Type | |
|---|---|---|
| "Press 1 for a callback instead of waiting" | Queue Callback | |
| Follow up on missed calls | Abandoned Callback | |
| "We'll call you back at 3 PM" | Scheduled Callback |
🖥️ Accessing the Module
Navigation:PBX → Applications → Callback System
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📝 Form Fields
| Field | Description | Example | |
|---|---|---|---|
| Name | Callback rule name | Support Queue Callback | |
| Source | Queue or route to monitor | Support Queue | |
| Callback Delay | Minutes before calling back | 5 | |
| Max Attempts | How many times to try | 3 | |
| Retry Interval | Minutes between retries | 10 | |
| Caller ID | Number to show when calling back | Main Line | |
| Enabled | Rule is active | Yes |
🚀 Practical Example: Queue Callback
Enable "Press 1 for Callback" in a Queue
- Create a callback rule linked to your queue
- Configure the queue to offer callback option
- When caller presses 1, they're added to callback list
- System calls them back when an agent is available
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💡 Tips
TIP
Set reasonable retry limits (3 attempts is typical).
TIP
Use business caller ID so customers recognize the call.
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🔗 Related Modules
- Queues — Configure queue callback option
- Callback Profiles — Callback behavior templates
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