Callback

A callback will hang up on the caller and then call them back, directing them to the selected destination. This is useful for reducing mobile phone charges as well as other applications. Outbound calls will proceed according to the dial patterns in Outbound Routes. Typically you would configure the destination to a callback from either a IVR or an inbound route direct. In the example on this page, we will use a IVR.

To add a callback, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, under Remote Access heading, select Callback
  4. Enter a Description for the callback
  5. You can leave the Callback Number blank, the system will dial the incoming CallerID number. Or you can enter a specific number to dial.
  6. You can enter the number of seconds to wait before calling back in the Delay Before Callback field. Leaving it blank means no delay.
  7. Destination after Callback will determine where the call is routed after the system calls back the number
  8. Press the Submit Changes button

To add the Callback as a destination, perform the following steps:

  1. From the left side column, under Inbound Call Control heading, select IVR (or any of the inbound call control modules that can route a call to a destination)
  2. Add a new IVR or edit an existing one
  3. Select Callback as the Destination
  4. Press the Submit button

Usage

Using the example created on this page, this is how the feature works.

  • User calls a number that will be routed to the IVR
  • From the IVR menu, user presses the digit 9 to activate the Callback
  • The current incoming call is terminated, the system then dials back the incoming CallerID number
  • As soon as the user answers the call, the user will be routed to the destination specified in the Callback configuration.