Customers who do not want to wait on the line can have themselves called back: by phone via the virtual queue or via the callback form on your website. Their place in the queue is kept. How this works is explained in the introduction under Callback, dial-in and web callback.
Accepting a callback
When it is a callback’s turn, your phone rings first. The notification window shows whom you are calling back. Accept as usual; myContactCenter then calls the customer, and you hear the ringback tone until they pick up. The customer sees the name and phone number of the skill.
- If the customer does not pick up or is busy, you hear the busy tone, and the call ends. myContactCenter tries again later — as often and at the interval the skill provides for.
- If you do not accept in time or reject, another agent gets the callback. This does not count as an attempt to reach the customer.
A web callback reaches you in the same way.
Dial-in
If a customer calls again themselves within the agreed period, they take their place in the queue again. When it is their turn, their call reaches you like any other incoming call.
Callbacks in the conversation list
In the Conversations module, you recognize waiting callbacks by their state and their type:
| State | Meaning |
|---|---|
| Virtual callback | The customer is waiting for a callback. |
| Virtual dial in | The customer has hung up and wants to call again themselves. |
The Conversation Type column distinguishes Callback, Dial in and Web Callback. You can also show the Callback at and Callback in columns: when the customer wants to be called back and how long that will take.
If the customer of such a conversation is currently on the line — for example because they have called again — Caller online is checked, and the row flashes.
Whether callbacks are recorded is described in Recording.