Overview
The Callback feature in Dial Groups allows the system to automatically handle calls that are abandoned before a member answers, or to manage automated callback workflows for callers. This ensures improved customer engagement and prevents missed opportunities by systematically attempting callbacks and managing agent routing.
Accessing Callback Settings
Log in to your admin portal (sip.alinephonesystems.com)
Navigate to Ring Groups > Enhanced Ring Groups.
Select and edit the specific Dial Group you want to configure.
Locate the Callback section to adjust the parameters detailed below.
Parameter Reference Guide
Core Callback Settings
Activate For Abandoned: Controls whether the callback feature is triggered for calls that are abandoned before a member answers. (Options: Yes, No, Not Set)
Min Talk Time Seconds: Sets the minimum duration a call must last after a member answers to prevent callback activation. If a call disconnects before this threshold, the system treats it as eligible for a callback.
Max Wait Seconds: Defines the maximum time the system waits before initiating the callback. If no member becomes available within this window, the callback is canceled.
Announce Hold Time: Determines whether the system informs the user of the expected wait time until a member answers the callback. (Options: Yes, No, Not Set)
Timers & Retries
Callback Retries: Specifies how many times the system will retry the callback if the initial attempt fails or is uncompleted.
Callback Ring Timeout: Sets the duration (in seconds) that the callback call will ring before being marked as unanswered.
Retry Timeout Seconds: Defines the delay (in seconds) between successive callback retry attempts.
Caller ID Options
Outgoing CallerID: Sets the specific Caller ID displayed to the caller when the system places the automated callback (e.g.,
John Doe <1000>).Valid Caller ID Lengths: Defines the acceptable length limits for Caller IDs allowed to use the callback feature, separated by commas (e.g.,
3,6,9,12).Use Caller ID Only: Configures whether the system uses the original Caller ID exclusively, bypassing any prompt allowing the user to input an alternative callback number. (Options: Yes, No, Not Set)
IVR & Input Options
IVR Digit Timeout: Sets the number of seconds the system waits for digit input during the callback IVR process.
IVR Max Retries: Limits the maximum number of incorrect digit entries allowed before the user is disconnected.
IVR Confirm Digit: Designates the specific keypad digit used to confirm the entered callback number.
IVR Discard Digit: Designates the digit used to clear and re-enter the callback number.
IVR Cancel Digit: Designates the digit used to completely abort the callback entry process.
Callback Announcements
Caller Announce: Selects the specific audio announcement played to the caller during the callback workflow.
Agent Announce: Selects the specific audio announcement played to the agent when connected to the callback.