Omni-channel Callback

Callback - For SMEs

Callback - For Contact Centers

Get callback requests

by phone, web or when wait time is long.

Callback Application for SME and Contact Centers.

Callback - SME

Get SMS or Email notification with caller's number and link to voice message. Listen from any device and call customer back when its convenient.

Callback - Contact Center

Callback will schedule callbacks and connect the agent with the customer. Callback request can be made via web or phone. Agent can listen / view to messages via pop ups or by phone keypad

Omni-channel Callback

Convenience for your customers and your customer service team.

customer service staff

Omni-channel Callback Allow callback requests from any channel

Omni Channel Callback application is a software application for providing callback service for customers. Callback service may be offered when the waiting time is longer than expected for inbound calls or if the customer calls after business hours. Customer can also book callback via web or SMS or even text message.

There are two versions of callback application. SME version and Contact Center version.

callback contact center

Callback Contact Center Version

Contact center version supports features which are often unique and essential for contact center operations. This includes ACD support, Agent Pop up screen support, Ability for agents to create callback requests, Ability to send additional data to ACD/PBX vendors to enable call prioritization etc. Omni Channel Callback application is only software solution that can be installed on premises or as a hosted service in cloud. Contact Center version works with any SIP enabled PBX/ACD or works independently. If integrated with the existing PBX/ACD, callback application will also act as a SIP extension (B2BUA) and will process callback requests and schedule outbound callbacks to agents and customers.

callback sme version

Callback SME Version

Callback SME version is a simplified version. Callback SME will be typically cloud solution with no or minimal installation done at business premises. Calls from customers to the business number will be routed to the callback application based on the customer choices. Any calls which cannot be answered can be routed to the callback application. Callback application will collect the callers telephone number through caller identification or prompt the user to enter a callback number. The number and message will be sent to one or more people by SMS or Email. The person who receives this notification can provide a manual callback or schedule a callback at a later time in the application. The recipient of this notification can listen to the message from any device from anywhere.

callback customer service agent

Example - Contact Center Scenario

Here is a typical example on how omni-channel callback is used in contact centers

  • Estimated Wait time is 15 mins.
  • Omni Channel Callback application prompts the caller if they would like to wait or leave a callback number.
  • Customer provides the callback telephone number and a brief voice message and hang up.
  • Customer may choose a specific time to be called back.
  • The Callback schedules the callback immediately without losing the queue position or schedules the call at a later time.
  • Callback makes a call to the agent or the customer depending on the configuration.

  • If agent gets called first, callback will prompt the agent to listen to voice message and then connects to the customer.
  • If customer gets called first, customer can choose to accept, postpone or cancel it.
  • If accepted, callback application will join the call between agent and customer.

callback benefits

Omni-channel Callback Benefits

  • Supports callback requests from inbound calls, web or even text message.
  • No complex telephony or application integration.
  • Callback SME version requires no or minimal installation or configuration.
  • Callback Contact Center version can work independently or work with existing PBX/ACD systems.

  • Works with PBX/ACD systems from any vendors if SIP is supported.
  • Advanced Features.
  • Advanced Reports which can be exported to CSV, Excel, PDF..
  • Very simple pricing model and no complex contracts.
  • Up and running in few days.
  • Greatly improves customer experience and contact center productivity.

Customer Experience ++

Customers can book callback via phone, web or even text message

Get missed call numbers via SMS, Email with voice playback link

Fantastic features.. Simple pricing

Key Features


Several User Configurable parameters

User configurable parameters like retries, queue length, access code and many more enable you to customize the application to suit your needs.


Supports VoIP solution from different vendors.

Omni Channel Callback application can run on your existing VoIP solution or as a standalone solution.


SIP and H323 support

Omni Channel Callback can be installed on SIP and H323 environments.


Voice Message

In addition to leaving callback number, the caller can leave a voice message. This allows agents to listen before dialling out.


Agent Controlled Callback or Auto Callback

Omni Channel Callback can be configured to allow agents to control the callback or it can be configured as auto callback.


Customer Rescheduling capability

Customer on receiving callback can reschedule a callback if required.



Reports can be viewed using web browser. Reports can also be exported to PDF or Word or Excel for futher analysis, filtering and reporting.


Callback requests via Web, SMS or by Agents

Omni Channel Callback supports callback requests via internet and SMS. It is possible for agents to requests callback requests which is useful in some situations e.g: follow up call.


Multiple Queue Support

Ability to offer callback on multiple skills/queues in CM.


EWT support

Ability to offer callback based on the Estimated Wait Time. Callback is offered to callers only if the actual EWT is greater than the configured EWT.


EWT configured in vectors

Ability to configure EWT in Vectors or Callback application. EWT before the callback is offered can be configured either in CM vectors or in callback application itself. This feature enables to choose if all call goes to AVP or if only some calls routes to AVP based on the digit collection done at vector steps.


Configure no of active call backs

Ability to configure maximum number of active callback that can be in place at a given instance.


Configure callback queue length

Ability to configure maximum queue length callback application can hold.If the Call Back Lite queue has reached a max configured size ,the callback option will not be offered on new calls. New customer calls shall proceed as if the Call Back Lite application was not enabled.


Configure number of retries

Ability to configure number of retries that should be performed when a callback failed to take place


Configure the scanning interval of the callback list

Ability to configure frequency, the callback scheduler scans the scheduled callback table and attempts to perform a callback.


Configure the backoff time for failed attempts

Ability to configure minimum time interval from which a failed callback attempt time and the next callback attempt should be scheduled.


Configure dialing prefix

Ability to configure prefix required for making outbound call.


Auto connection between agent and caller

Ability to connect the agent and caller automatically with no manual intervention from agent. Callback makes a call to agent. Once the agent takes the call, call back plays the prompts and connects to the external caller automatically.


Retaining queue position

Ability to reject callback and not losing queue position. Only approximate queue position will be maintained if callback offer is accepted. Maintaining queue position depends on various factors.


Prompt agent before callback

Ability to prompt agent before making the return call to the agent.


Basic Report

Basic reports are web based. Basic reports provide a user details of callback status and other useful information for monitoring and quick troubleshooting.


Voice message support

Ability for customer to leave voice recordings.


Agent controlled outbound call

Ability to control the outbound call by Agent. Once the agent being prompted about callback, agent can control the the outbound call. This includes a. Playback recordings b. Call the customer c. Repeat the playback d. Reschedule the callback.


Voice message playback

Ability to playback recordings before agent decides to make the connection via callback.


Callback Rescheduling By Customer

Ability to call the callback customer first and get a confirmation before making a connection to the agent. This feature enables the customer to call the customer and get a confirmation before connecting to the agent. This features requires agents available on the callback skill without delay. Customer can reshedule the callback at a later time. Customer will be given three or more choices.If "voice message" feature or "agent controlled outbound call" feature is required, then, then agent need to be called first and if customer reschedule the callback, agent will be notified.


collect callback based on callers CLI

Ability to use callback telephone number based on CLI or override. when the caller opts for callback, read out the telephone number of the caller based on the CLI/CND information. Ask for confirmation or ask to enter another number.


EWT playback

Ability to playback EWT. Caller will be provided with the EWT in the welcome message before prompting to make a selection.


Dynamic language support

Ability to change the prompts based on the callers location / CLI. This feature enables to play different prompts based on the callers location. The decision to change the language or prompts can also be based on any other customer specific information sent over converse on data filed or UUI field.


Validation of data provided by caller

Validate customer entered information. Only basic validation like number length check can be done. For advanced validation, please see 'External Database/CRM integration' feature.


Basic validation of telephone number based on the country of the caller

Ability to verify telephone number depending the country of the caller.


Advanced Reports

Reports show details of the callback scheduled and completed callback in a table in a real time. ( does not update automatically, requires user to press update button) Reports can be viewed for a specific period ( last date, week, month or date range). Option of exporting into other formats like csv or pdf. Reports viewable using web browser.


Export to PDF, Word and Excel

Export report to Excel, PDF or Word. Exporting the callback table to Excel enables further analysis. Also useful for historical reporting or archiving purposes.


Configure no of active call backs per skill

Ability to configure maximum number of active callback that can be in place at a given instance for any specific skill.


Configure callback queue length per skill

This is similar to "Configure callback queue length" with the added ability to configure on skill by skill basis. E.g. It is possible to limit the max queue for Sales to say 50 and general enquiries to 20.


UUI field support

Collect information from UUI field and store the UUI information along with the other customer information.


Web Browser based user interface

Access the reports and other details including the voice recording from a web browser interface.


Support to send additional info to vector for advanced vector programming

Ability to send additional information collected from caller to Agent via vectors. This includes information on the UUI field or other session variables like ani, converse on data…


Import callback list from Excel

Ability to import a list of numbers for callback to schedule from excel.


Callback Rescheduling By Agent

Ability to reschedule a callback by agent after a successful first callback. This feature enables agent to reschedule a new callback if the caller is not able to take the call when the callback was made. Agent need to add a new callback using a web page. Note this feature can work with or without "Callback Rescheudling by Customer".


Fax and Answering Machine Detection

Ability to reschedule or remove the callback if the outbound call goes to answering machine or fax machine. It is possible to configure the rescheduling interval when callback detects fax or answering machine.Please note that this feature requires enhanced call classifier license for voice/experience portal.


Control port usage in IVR

Ability to control the IVR port usage. This feature enables to configure the application based number of ports available and customer requirements. The connection between the agent and the caller can be made as a blind transfer, consultation transfer or conference mode depending the customer requirements and port avaialability. Behaviour of the feature varies between SIP and H323.


Scheduled Callback

When the customer is prompted with the call back option, the customer will also be provided with the option of providing date and time of call back to be returned.


Report Mailer

PDF or CSV reports will be mailed to one or more receipients. The period, frequency and report period is configurable.


Alarming and Monitoring support

When the fault occurs or specific condition is not satisfied, this feature enables the customer to receive some notification. The notification can be Email or SMS.


Collect additional information from caller

In addition to callback telephone number additional information can be collected from caller. E.g customer memebership number. This information is used for customized business logic in the callback application.


Application failover / redudancy support

Failover provided at application level. This enables calls scheduled for callback continue to be processed even when one of the application servers fail. This feature require callback database to be accessible by both instances of the application. Note that Application failover is not the same as failover supported by voice portal. IVR failover switches from one server to another. WIthout callback application level failover support, the callbacks which are waiting to be called will not be serviced after the switch and would be required to be called manually.

Convenience for your customers and your customer service team.

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