Offer callers a Smart Callback instead of holding

With Smart Callback, a caller can hang up, and the system calls them back once an agent frees up. On a Pro queue, you decide when callers get the offer and how hard the system tries to reach them.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Queues use Smart Callback too, with more points where it can be offered.

Choose when to offer a callback

1. 1
   Step 1:

   Open the queue

   In the admin portal, open Queues and select Edit on your queue.
2. 2
   Step 2:

   Turn it on where you want it

   In the advanced options, set Activate Callback to Yes in the Queue Full group, the Empty Queue group or both. The long wait setting can offer a callback too. The queue overflow guide explains each group.
3. 3
   Step 3:

   Open the callback group

   Find the Callback group and fill in the fields below.
4. 4
   Step 4:

   Save

   Save the queue, then place a test call and ask for a callback.

What each setting does

• Activate For Abandoned: also call back callers who hang up before an agent answers.
• Min Talk Time Seconds: if a call ends within this many seconds of being answered, the system assumes it dropped by accident and calls back. It works on its own, whether or not the previous setting is on.
• Callback Retries: how many times to try.
• Callback Ring Timeout: seconds to let the caller's phone ring.
• Retry Timeout Seconds: the wait between attempts.
• Outgoing CallerID: the number the caller sees.
• Announce Hold Time: tells the person being called back how long they waited.
• Max Wait Seconds: if no agent comes free within this many seconds, the callback is dropped.
• Agent Answer: set to Yes to ring the agent first and the customer second.

Which number gets called

To call back only the number the call came from, set Use Caller ID only to Yes. With No, the caller may type another number to be reached on. Valid Caller ID Lengths is a comma separated list of the number lengths you'll accept.

When callers key in a number, the prompts expect keys for confirm, discard and cancel. The defaults are filled in for you. You can change them, as well as the digit timeout and the number of retries a caller gets, in the fields whose names start with IVR.

Callback messages

Caller Announce plays to the caller and Agent Announce plays to the agent. Name your recordings to match. These are the usual prefixes. If a file doesn't show up, ask CallSprout support which one your account expects.

Upload greetings and audio file rules covers formats and limits.