Callback Profiles
📖 Introduction
Callback Profiles define the behavior of callbacks — how calls are placed back to customers who requested callbacks.
---
🎯 Common Use Cases
| Profile | Configuration | |
|---|---|---|
| Standard | Call immediately when agent available | |
| Scheduled | Call at specific time | |
| Business Hours | Only during work hours | |
| Priority | Faster callback for VIPs |
🖥️ Accessing the Module
Navigation:PBX → Call Center → Callback Profiles
---
📝 Form Fields
| Field | Description | Example | |
|---|---|---|---|
| Name | Profile name | Standard Callback | |
| Caller ID | Number shown when calling back | Main Line | |
| Delay | Minutes before first attempt | 1 | |
| Max Attempts | Total callback tries | 3 | |
| Retry Interval | Minutes between retries | 15 | |
| Ring Timeout | How long to ring customer | 30 | |
| No Answer Action | What if customer doesn't answer | Retry | |
| Enabled | Profile is active | Yes |
Time Restrictions
| Field | Description | Example | |
|---|---|---|---|
| Hours Active | When callbacks can occur | 9 AM - 6 PM | |
| Days Active | Which days | Mon-Fri |
🚀 Practical Example
Business Hours Callback
| Field | Value | |
|---|---|---|
| Name | Business Hours | |
| Caller ID | Support Line | |
| Max Attempts | 3 | |
| Retry Interval | 30 min | |
| Hours Active | 9 AM - 5 PM | |
| Days Active | Monday - Friday |
---
💡 Tips
TIP
Use recognizable caller ID: Customers need to know it's you.TIP
Avoid too-early callbacks: Respect business hours and timezones.---
🔗 Related Modules
- Callback Rules — When to offer callbacks
- Queues — Queue callback settings
---
← Previous: Callback Rules