Callback

Callback is a convenient feature where you can call your customers back instead of keeping them waiting in a call queue, which is greatly appreciated by customers during longer wait times. When this feature is enabled, your customers are given the option to leave the queue and receive a callback. You or your colleagues will then receive an email with the details of who called. You can also ask your customers to input a case- or order-number.

Setting up the feature in the Infinity Portal

The feature is activated in the Infinity Portal under “Company → Callback → Callback Mail.”

• Name: Choose a descriptive name since you can create multiple callback emails for different queues.

• E-mail From: Set the email address that will be shown as the sender of the callback email.

• E-mail Recipients: Set the recipients of the callback email. A shared inbox for all queue members is recommended.

• Force Caller ID: Enable this if you want to require the caller to enter their phone number. Otherwise, Infinity will choose the number the customer presents, which may be a main number.

• Ask for Case Number: Enables a prompt where you ask the customer to input their case or order number.

Activating callback in your queue

Go to the queue where you want to activate callback under Company → PBX → Queues. In the queue settings, there is an option called "Breakout Menu" where you can redirect your customers calls to different destinations using keypad options.

In the breakout menu, choose the digit for the keypad option, then select the destination “Callback Mail” and the callback mail you created earlier. Click “Add” and then save the queue and synchronize the settings with the PBX. Verify that it looks similar to the picture below after you have saved.

Periodic Announcements

Don’t forget to add a queue message informing customers that the callback option is available. You can set the sound file under the "Periodic Announcements" setting. If you only want to offer callback during longer wait times, set the time for when the message should play slightly longer than your usual response time, such as after 3 minutes in the queue.

Callback email to the agents

When a customer chooses callback in your queue, Infinity sends an email to the specified recipient with all the requested information.