request a call back

Question

request a call back

Answer 1

To request a callback, you can utilize the direct callback feature available in various systems. This feature allows customers to request a callback instead of waiting on hold. Here are the general steps:

1. Callback Offer: When the queue is busy or the wait time exceeds a certain threshold, an automated message will inform the caller about the option for a callback.
2. Requesting a Callback: The caller can press a designated number (e.g., "1") to request a callback.
3. Confirmation: After the request, the system will confirm the callback and inform the caller that they will be contacted as soon as a representative is available.

Make sure that the necessary configurations are in place, such as setting up voice queues and enabling unified routing, to ensure the callback feature works effectively.

For more detailed instructions on how to configure callbacks, you may refer to the specific documentation for the system you are using.

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References:

• Configure direct callback
• Configure direct callback to manage overflow of voice calls