Turning on customer callback

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<p id="docs-hc-snippet" style="display: none;">Customers can choose between waiting on hold in a queue or requesting a callback. When customers select callback, their place is held in the queue and their call is automatically returned when an agent is available to talk with them.</p>
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<p class="p">Customers can choose between waiting on hold in a queue or requesting a callback. When customers
select callback, their place is held in the queue and their call is automatically returned
when an agent is available to talk with them.</p>
<p class="p">For the customer callback feature to work, at least one agent must be logged in and they must
have a status of either Online or Away.</p>
<div class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">SIP-IN lines</a> are compatible with callback. <ul class="ul" id="id_4408884087706__ul_ccf_rlx_v2c">
<li class="li">If the caller doesn't enter a phone number, the caller number for callbacks is extracted
from the username contained in the "from" SIP URI.</li>
<li class="li">Callbacks on SIP lines are dialed from the associated outbound number configured in the
SIP line settings. If you don't associate an outbound number, callback will be
unavailable.</li>
</ul>
</div>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> You can't configure callback for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">digital lines</a>. Toll-free numbers are supported though some
carriers don't support outbound calling from a toll-free line. Check with your carrier
before you configure callback on a toll-free number.</div>
</div>
<div class="p">This article contains the following sections:<ul class="ul" id="id_4408884087706__ul_n14_qfy_fz">
<li class="li"><a class="xref" href="#topic_fy2_tcy_fz">Understanding the end-user experience</a></li>
<li class="li"><a class="xref" href="#topic_rrp_bdy_fz">Understanding the agent experience</a></li>
<li class="li"><a class="xref" href="#topic_cmt_b24_jz">Reporting on callback activity</a></li>
<li class="li"><a class="xref" href="#topic_s3m_qcy_fz">Turning on callback</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fy2_tcy_fz">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the end-user experience</h2>
<div class="body">
<div class="p">When this feature is turned on for a number, your customers will hear a <strong class="ph b">Callback</strong>
greeting after the <strong class="ph b">Available agents</strong> greeting has played. This greeting informs them
that they can press 2 to request a callback. After that, they have the following options:<ul class="ul" id="topic_fy2_tcy_fz__ul_at4_k2y_fz">
<li class="li">Press 1 to request a callback to the number they called from.</li>
<li class="li">Press 2 to request a callback to a different number. The number must be in E.164
format [+ or 00][country code][subscriber number including area code]. If it's not in
the correct format, the customer will be prompted to enter the number again.</li>
<li class="li">Press 3 to return to the queue and wait on hold.</li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you've set up an IVR, the callback greeting won't be played.
However, once they are in a queue, customers can still press 2 to request a callback.
Consider adjusting your IVR greeting to advise callers about how to use the callback
functionality.</div>
</div>
<p class="p">If the customer requests a callback, they'll also hear a second <strong class="ph b">Callback
confirmation</strong> greeting confirming their choice. The call will then end while keeping
the customer in the queue. </p>
<p class="p">You can select a language for the callback confirmation greetings when setting up callback,
see <a class="xref" href="#topic_s3m_qcy_fz">Turning on callback</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rrp_bdy_fz">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the agent experience</h2>
<div class="body">
<p class="p">Agents click <strong class="ph b">Call</strong> to call the customer back or <strong class="ph b">Decline</strong> from the call console
to send the call back to the queue. </p>
<p class="p"><img class="image img-screenshot" id="topic_rrp_bdy_fz__image_o4t_cdy_fz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/callback_console.png"></p>
<div class="p">The callback request is sent to all agents for one hour. The following are the possible
outcomes:<ul class="ul" id="topic_rrp_bdy_fz__ul_l34_kgh_53c">
<li class="li">If an agent accepts the call, a ticket is created with an internal comment indicating
that the callback request was attempted. If the customer doesn't answer, the call times
out or the agent may leave voicemail, if available. No automatic redial is
attempted.</li>
<li class="li">If all agents decline the call, the callback request is canceled and a ticket with the
subject Callback is created for an agent to action later.</li>
<li class="li">If, after 60 minutes, no agents are available the callback request is canceled and a
ticket is created.</li>
</ul>
</div>
<p class="p">Take into consideration how the callback request handles agents in unavailable
statuses:</p>
<div class="p">
<ul class="ul" id="topic_rrp_bdy_fz__ul_rlk_nhh_53c">
<li class="li">If an agent is Offline or in Transfers only, they're treated as if they declined the
request.</li>
<li class="li">If an agent is Away or busy on a call, they'll receive the request if they become
available within the 60 minute window and no other agent accepts the callback
request.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If omnichannel routing (OCR) isn't enabled, additional callback requests for the same number
are ignored, preventing queue overloading. With OCR enabled, each new callback generates a
ticket stating, "Queue callback request: Ignored, customer already in queue", which can be
automatically closed using triggers.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_cmt_b24_jz">
<h2 class="title topictitle2" id="ariaid-title4">Reporting on callback activity</h2>
<div class="body">
<p class="p">Use the Talk dashboard to analyze your account's callback from queue activity using the
metrics Callbacks in queue, Total callback calls, and Average callback wait time. For more
details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514" target="_blank">Analyzing call activity with the Talk dashboard</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883025690" target="_blank">Zendesk Talk dashboard metrics reference</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_s3m_qcy_fz">
<h2 class="title topictitle2" id="ariaid-title5">Turning on callback </h2>
<div class="body">
<p class="p">Callback is configured for each individual phone number. You can't configure callback for
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">digital lines</a>.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You cannot configure callback as a menu option in an IVR. However, if a customer is
waiting to be routed to an agent in the queue, they can request a callback by pressing 2.
Make sure that your IVR greeting informs customers about this capability. For help, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885628698" target="_blank">Route incoming calls with IVR</a>.</div>
</div>
<p class="p"><strong class="ph b">To turn on callback</strong></p>
<ol class="ol" id="topic_s3m_qcy_fz__ol_htz_rcy_fz">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_s3m_qcy_fz__d8e943" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click the number you want to edit.</li>
<li class="li">Select the <strong class="ph b">Callback</strong> tab.</li>
<li class="li">Click the <strong class="ph b">Callback?</strong> toggle to turn on callback.<p class="p"><img class="image img-screenshot" id="topic_s3m_qcy_fz__image_n5z_rcy_fz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/callback_enable.png" width="550"></p>
</li>
<li class="li">In the <strong class="ph b">Language</strong> field, select a language for your callback phone number
confirmation greeting. This setting affects only the message that plays after customers
have pressed 2 to request a callback. It doesn't affect the language of the <strong class="ph b">Callback
greeting</strong> or <strong class="ph b">Callback confirmation greeting</strong>.<div class="note note">
<span class="notetitle">Note:</span> If you do not select a
language, your Zendesk default language is used. If your default language is set to a
language not included for voice, the greeting will be played in English. </div>
</li>
<li class="li">In the <strong class="ph b">Callback greeting</strong> field, select a greeting from the dropdown list. This is
the greeting that plays informing callers that they can press 2 to request a
callback.</li>
<li class="li">In the <strong class="ph b">Callback confirmation greeting</strong> field, select a greeting from the dropdown
list. This is the greeting that plays after callers press 1 to confirm they've selected
callback.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
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