Callback service

Callback service can be activated to be used alongside inbound service pool functionality. Callback service is usually needed as a backup when inbound calls cannot be handled within a reasonable time. The callback request for the service pool can be activated in the following optional ways:

• The caller will use a dial tone to leave a callback request

• The callback case is automatically created at once when a call is connected or after defined queuing time.

Callback list

Callback cases can be allocated to serving users through Callback lists. Administrators can define which users can have access to each list. When a user has an access to callback list(s), the callback cases can be handled in UI(s) by picking the callback cases manually one-by-one for handling.

Auto allocation

The Callback handling users can join/unjoin the callback lists in the same way as to service pools. In addition, users see the callback list queue status in the UI. When a user has enabled the callback allocation, the callback cases are automatically allocated one by one. Service users can be active either in service pools or callback list at the same time. When a callback is allocated to users and the user accepts the allocation, the actual call is made manually in UI. During callback handling, the user does not get any call allocations from the service pool(s). The switching between service pools and callback lists is handled manually.