Callback
One system-wide switch and a handful of parameters for web callback: a customer requests a call, and the system calls them back instead of them dialling out directly.
In the sidebar, go to System > Callback. This admin-only page is where callback is turned on or off for the whole installation, and where its behaviour is tuned.
| Field | Meaning |
|---|---|
Callback active | The one switch that turns web callback on or off for every user. |
Max. retries | How many times the system re-attempts a callback that did not connect. |
Retry time (s) | How long to wait between retries. |
Wait time (s) | How long the system waits after the initiation call before calling back. |
Web callback server | Which registered server handles callback requests placed through the web. |
Busy IVR / Failed IVR | Which IVR plays to the customer if the callback attempt reaches a busy line, or fails outright. |
Leg A CallerID / Leg A custom CID | The CallerID sent on the first leg (the call back to the customer who requested it). |
Leg B CallerID / Leg B custom CID | The CallerID sent on the second leg (the call onward to the original destination). |
The page's own banner states it plainly: e-mail callback (requesting a callback by sending a mail, retrieved over POP3) is not connected in this system and is left out of this page. Only web callback is configured here.
A callback dial plan itself — which numbers or DIDs a customer can call to trigger a callback — is set up elsewhere, per number; this page only holds the system-wide switch and defaults that every callback uses.
Check
With Callback active checked and a Web callback server chosen, confirm a real callback request reaches the expected phone within roughly Wait time seconds, and that the CallerID shown on each leg matches what you set here.