CRM, IT Guide

CallBack Feature for Out of Office Hours

You can provide your customers with a callback facility when your offices are closed. This will allow your customers to request a callback when you are back in the office. The callback is easy to follow-up on as it is in CRM as an open phonecall activity. Just click on it to call the customer back.

Feature Details

When a Caller Dials out of hours they will receive callback feature.

  • At the start, the service will test if the connection to CRM is available – for storing the callback request.
  • If unavailable – Play “I’m sorry, this feature is not available, please try again later”. You can disable this and simply fail silently.
  • If available – Play out of office hours message which is pre-recorded, for example:  “Our offices are now closed please stay on the line so we can call you back when we are available”.
  • Playback Caller ID number back to the caller, then play “if you want to use this number, please dial 1 or if you want to enter a new number, please dial 2”.
  • Dial 2 to enter a new number – The new number can be setup for national or international restrictions. You have 3 attempts to get a correct number following the restrictions, on the third attempt you will be disconnected. On successful entry of a new number, it will play the number entered back to the caller and ask “is this correct please dial 1”. If it is not correct the caller can dial a new number again.
  • After the caller has dialed a new number or accepted their Caller ID as the number used for a callback, they will be prompted to record their name, a short message and press pound key when they have completed.
  • The Called Number (Company’s Number), Caller ID Number (Caller ID or updated Caller ID), Original Caller ID (Caller ID of the caller which cannot be changed), Date and Time and the recording of the caller will be sent to CRM.  Now you will have a record in CRM of the callback request and users can use that to make the callback.
  • On a successful completion of the callback feature – Play “Goodbye”
    • On an unsuccessful completion – Play “I’m sorry, this feature is not available, please try again later”.

All playback features are fully customizable and new recordings can be uploaded to replace any system recordings.