Automatic callback request

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.

do:
  - 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 can start as usual, the callback function does not dial your number and the customer's number at the same time.

IVR callback command examples

Direct callback request

start:
  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
  - choice:
      1:
        name: Sales department
        play: https://www.liveagent.com/fileadmin/ivr/press-one-for-sales.mp3
        do:
          - transfer:
              to: c3bd441e # Sales
              if:
                online:
                  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
                  - ring
                offline:
                  - goto: voicemail
      2:
        name: Request calback
        play: https://www.liveagent.com/fileadmin/ivr/press_2_to_request_callback.mp3
        do:
          - callback
voicemail:
  - play: https://www.liveagent.com/fileadmin/ivr/leave-a-voicemail.mp3
  - voicemail
offline:
  - play: https://www.liveagent.com/fileadmin/ivr/we-are-currently-not-available-check-website.mp3
queue:   
  - play: https://www.liveagent.com/fileadmin/ivr/next-in-queue.mp3

Callback request while waiting in the queue

online:
  - play: https://www.liveagent.com/fileadmin/ivr/connect-first-available-agent.mp3
  - ring
voicemail:
  - play: https://www.liveagent.com/fileadmin/ivr/leave-a-voicemail.mp3
  - voicemail
offline:
  - play: https://www.liveagent.com/fileadmin/ivr/we-are-currently-not-available-check-website.mp3
queue:   
  - play: https://www.liveagent.com/fileadmin/ivr/next-in-queue.mp3
  - choice:
      0:
        name: Wait
        play: https://www.liveagent.com/fileadmin/ivr/press-zero-to-wait-in-queue.mp3
        goto: queue
      1:
        name: Leave voicemail
        play: https://www.liveagent.com/fileadmin/ivr/press-one-to-leave-a-voicemail.mp3
        goto: voicemail
      2:
        name: Request callback
        play: https://www.liveagent.com/fileadmin/ivr/press_2_to_request_callback.mp3
        do:
          - callback
Online, offline, and queue sections are mandatory in the IVR structure. Check this article for general info about IVR setup.

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