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 include the following command into the existing IVR set up in your phone number's settings in Configuration > Call > Numbers.
- callback
When a customer chooses the IVR option including the callback command, the call is ended 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 the agent manually started it and called the customer.
IVR callback command examples
Note that links to files in play commands are not valid and serve just as examples. Real links will be automatically generated once you'll add and insert your own recordings.
The callback command shouldn't be used in the offline section of your IVR.
Direct callback request
online: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=welcome-message.mp3 - choice: 1: name: Support play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press-one-to-start-call.mp3 do: - ring 2: name: Request callback play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=press_2_to_request_callback.mp3 do: - callback offline: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=leave-a-voicemail.mp3 - voicemail queue: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=next-in-queue.mp3
Callback request while waiting in the queue
online: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=connect-first-available-agent.mp3 - ring offline: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=we-are-currently-not-available-check-website.mp3 queue: - play: 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=hidden-waiting-music.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 voicemail: - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=leave-a-voicemail.mp3 - voicemail
Online, offline, and queue sections are mandatory in the IVR structure. Check this article for general info about IVR setup.