The automatic callback request is a useful function if you want to provide your customers an option to request a callback and end the call instead of waiting in the queue in case all your agents are currently busy on calls.
You can simply put the following command below into the existing IVR set up in your phone number's settings in Configuration > Call > Numbers.
- callback
When a customer chooses an IVR option where the callback command is included the call ends for the customer, and a new callback request is automatically added to the queue.
As soon as any agent gets available for calls, the callback request starts ringing in the agent's panel, similar to a regular incoming call request. Only after the agent accepts the request the customer's number will be dialed and the call will act as if agent manually started it and called the customer.
IVR callback command examples
Direct callback request
start: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=connect-first-available-agent.mp3 - choice: 1: name: Sales department play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press-one-for-sales.mp3 do: - transfer: to: SalesDepartmentID if: online: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=connect-first-available-agent.mp3 - ring offline: - goto: voicemail 2: name: Request calback play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press_2_to_request_callback.mp3 do: - callback voicemail: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=leave-a-voicemail.mp3 - voicemail offline: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=we-are-currently-not-available-check-website.mp3 queue: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=next-in-queue.mp3
Callback request while waiting in the queue
online: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=connect-first-available-agent.mp3 - ring voicemail: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=leave-a-voicemail.mp3 - voicemail offline: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=we-are-currently-not-available-check-website.mp3 queue: - https://mycompany.ladesk.com/scripts/file.php?view=Y&file=next-in-queue.mp3 - choice: 0: name: Wait play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press-zero-to-wait-in-queue.mp3 goto: queue 1: name: Leave voicemail play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press-one-to-leave-a-voicemail.mp3 goto: voicemail 2: name: Request callback play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press_2_to_request_callback.mp3 goto: callmeback callmeback: - callback