Smart Callbacks (Admin Center Voice Feature)

• Usage and Access 
• Smart Callbacks Settings 
• Routing Calls via the Smart Callback Feature
  • Routing Calls via a Phone Number
  • Active Routing Sources for Smart Callback

Usage and Access

The Smart Callback feature can reconnect callers with an agent they already know. When a call comes in, the system checks if the caller spoke with an agent recently and offers to route them to that agent by dialing a digit, saving both the agent and the caller valuable time.

The feature is accessed from the side navigation menu under Voice Features>Smart Callbacks. It lists existing Smart Callbacks setups by Name and Description. Clicking   on the Starred column will add a Smart Callback setup to the home page Starred Features panel for fast access.

Smart Callbacks can be deleted by checking them and clicking  , but be aware that this cannot be undone.

Smart Callbacks Settings

Click ADD SMART CALLBACK or select an existing smart callback setup to see and modify its settings:

• Name/Description: Self-explanatory. The description is optional.
  
  
• Look back window: Select a time, from 15 minutes up to 24 hours, in which the callback is active. In other words, the caller and the agent need to have spoken within this time frame to have the smart callback feature offer to reconnect them.
  
  
• The three lookup filter toggles let you limit how the system looks for matching callers and agent interactions–
   
  • Only count outgoing calls: Enable this to have smart callback reconnection only for calls initiated by agents. If callers first called agents (within the look-back window), smart callbacks will not match them to an agent.
    
    
  • Only count missed calls: Enable this to have a smart callback reconnection only for missed calls, where either the agent or the caller did not answer. Voicemails do count as answered calls, so this option only applies to calls that rang and got hung up before going to voicemail.
    
    
  • Skip once the caller has called back and reached an agent: When enabled, this prevents rematching callers that have already spoke with an agent.
    
    In other words, it will prevent repeated reconnections within the look-back time window, only reconnecting the caller and agent once and then routing the caller to the fallback destination.
    
    
• Greeting: You can Upload, Record, generate with AI Voice, or select an existing greeting from the Library. The greeting should inform the caller that the system can reconnect them with the agent they recently spoke with and what digit they need to press to confirm the reconnection.
  
  For AI Voice, use to dictate the greeting, while the button is for saving and managing greeting text templates.
  
  
• Confirm digit: Select the digit that the caller needs to dial on their phone to confirm that they wish to be reconnected to the agent they recently spoke with.
  
  Make sure to tell the caller about this digit in the greeting.
  
  
• DTMF timeout: Select the number of seconds the system will wait for the caller to dial the confirmation digit.
  
  
• Fallback Destination: Select an alternative routing destination (an IVR menu in the example) for the call if the system cannot find a match (the caller and the agent did not recently speak), the caller declines the reconnection, or if the caller does not press the confirm digit within the DTMF timeout limit. 

Routing Calls via the Smart Callback Feature

Once you configure a smart callback setup, you need to route calls to it to make it work. You can route calls via phone numbers, extensions, user lines, IVR menus, queues, and any other routable phone system sources.

Routing Calls via a Phone Number

To apply smart callback to all inbound calls, you would want to set the routing for your main number.

• Select the number from Admin Center Menu>Phone Numbers.
  
  
• Expand the Routing and Forwarding options.
  
  
• For the Default Calling route select Smart Callback in the Route To field.
  
  
• For the Destination field, select the relevant callback setup by name.

Active Routing Sources for Smart Callback

You can select any smart callback setup and click    to examine what phone system sources are routing calls to it. Clicking a source will take you to its page for quick editing and modifications.