Enter the DTMF key sequence the caller needs to enter to request a callback instead of waiting in the queue.

Select Reserve agent before calling customer to reserve an agent before the callback is placed, so that the customer is immediately connected to an agent.

Select Call customer first, then look for an available agent to connect the call with the customer before connecting to an agent. This option results in the callback being placed in a queue, where it is serviced by the next available agent, and therefore may result in the customer being kept waiting to speak to an agent.

Note: Reserve agent before calling customer is the default behaviour and the recommended option, since it the option customers are more likely to prefer and is less likely to result in an abandoned call.

This option changes the way the wait duration is calculated for reporting purposes. If selected, the wait duration begins when the caller requests the callback and ends when the agent answers the call. Otherwise, the callback wait duration ends when the caller answers the callback.

This field defines the maximum number of times the system will attempt the callback. If the callback does not connect after this many attempts, the callback will be abandoned.

This field defines the period (in seconds) between retry attempts for the callback.

Use this field to select an optional file to provide a prompt to be played to callers when they have requested a callback and before disconnecting the calls.

Use this field to select an optional file to provide a prompt to be played to the agent before they service the callback. This prompt is optional.

Select this check box to prompt callers to record their name. This recording is played back to an answering agent as a whisper prompt when the agent takes the callback.

Select the Re-enter all information check box if, when a caller is required to re-enter their telephone number, they will also to be required to re-enter their name.

Select this check box to prompt callers to record the reason for their call. This recording is played back to an answering agent as a whisper prompt when the agent takes the callback.

Select the Re-enter all information check box if, when a caller is required to re-enter their telephone number, they will also to be required to re-enter the reason for requesting the callback.

When you select this check box, an additional field appears that is used to set a minimum estimated wait time duration. Any prompts marked as a 'callback prompt' are played when the estimated wait time is higher than this value.

When you select this check box, an additional field appears that is used to set a maximum estimated wait time duration. Any prompts marked as a 'callback prompt' are played when the estimated wait time is lower than this value.

Use this field to set the maximum number of attempts (between one and five) customers will be allowed to enter a callback number before being returned to the queue.

When you select this check box, additional fields appear.

Use the Timeout (Minutes) field to set the time (in minutes) that a call will remain in a callback queue before expiring. Callbacks that exceed the set timeout will be automatically removed from the queue.

Select the Send SMS on Callback Expiry field to send an SMS message to callers using mobile telephones informing them that the callback has expired.

Use the SMS Presentation field to enter the alphanumeric sender ID that is sent to the callback number (this can be a name or brand and may contain up to 11 characters).

Use the SMS contents field to specify the contents of the SMS message. The contents of the SMS message may be sent over multiple messages, depending on size.