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User Callback Routing

Last updated: 2025-01-15 11:28:17

This article explains how to route user callbacks to the same agent after an outbound call or to an IVR if the agent is unavailable.
Scenario
Agent outbound call was unanswered,  user calls back to the number.
After agent's outbound call, user needs further connection.
Note:
Outbound numbers must support inbound calls, or users is unable to reach agent again.
Callback Routing
1. Go to the Management Panel, choose Voice Agent > Number Management, click Edit then you can see Priority Callback to Last Agent Toggle
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2. Priority Callback to Last Agent: When user calls back, the call will bypass the IVR and directly connect to the last agent who made an outbound call to them within the past three days.
3. Choose the outbound call specific distribution pattern as needed, and set the prompt to be played when an inbound call fails.
Mode one: Callbacks are only received by previously-answered agent.
Mode two: Callbacks first try to connect the call to the previously answered agent. If that agent isn't available, the call is then sent to IVR process of the current call system for handling inbound calls.
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