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 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.