Configuring Callbacks
Set the Call in Control for Callbacks
- Open IPFX Configuration.
- Click on Config > Features > Call In Control.
- Create a Call In Control number with the destination set to Callback. (Recommended number for Callback is x6 where x is the prefix for voicemail commands i.e. 51, 52, 53)
To Enable your Agents to Reschedule Callbacks
Callbacks can be rescheduled in two ways: from the your Client's Screen Pop or via the Phone itself.
- To Reschedule your Callback via the Phone, first dial the appropriate wrap-up code, then dial 99 (the default code for Rescheduling Callbacks).
When this code is entered, the message will be rescheduled for the Default Reschedule Time. If the user continues to enter digits after the 99 code, these digits will be interpreted as a wait time according to following format: 99HHMM, where HH is the number of hours and MM the number of minutes to wait.
- To Reschedule your Callback via the Screen Pop, please select the relevant options from your Screen Pop as per your User Manual - 'How a Callback Presents itself to an Agent'.
Set a Wrap Up Code that applies the Callback
By default, Callbacks have a forced Wrap Up Code. If you do not wish to force wrap up codes for Callbacks, then please ensure you turn this off. Please refer to Queue Item Types for further information.