Callback instead of waiting

With Rückruf statt Warten (Callback instead of waiting), callers do not have to stay on hold in a call queue. They leave a callback request and hang up. The phone system calls back automatically as soon as someone on the team becomes free.

The function only applies to call queues, not to ring groups or individual extensions. For busy extensions, there is Callback on busy.

Who sees what: The view is reserved for the administration. Others see „Nur für Administratoren“ (Administrators only) with „Die Rückruf-Einstellungen sind Administratoren vorbehalten.“ (The callback settings are reserved for administrators.)

Prerequisite: there is at least one call queue, see Ring groups and call queues. Otherwise it shows „Keine Warteschlangen“ (No call queues) with the notice that the callback only applies to call queues.

Open Routing and Rückruf statt Warten (Callback instead of waiting). If the view is opened directly, Zurück (Back) to Routing appears at the top.

• Tiles: Warteschlangen (Call queues; count), Mit Rückruf (With callback), and Ohne Rückruf (Without callback). If the app cannot read the call queues, the tiles show "–" and below them „Status nicht bekannt.“ (Status unknown.) with „Die Warteschlangen ließen sich gerade nicht lesen.“ (The call queues could not be read right now.)
• Card per call queue: name and number, such as „Vertrieb Nr. 610“ (Vertrieb No. 610), the Rückruf umschalten (Toggle callback) switch, and the fields. With callback turned off, the fields are grayed out.

1. In the card of the call queue, turn on the Rückruf umschalten (Toggle callback) switch.
2. The switch takes effect immediately. The message reads „Rückruf für „[Name]“ eingeschaltet.“ (Callback for [Name] turned on.)
3. Check the fields and change them if needed.
4. Select Speichern (Save). The message reads „Rückruf-Einstellungen für „[Name]“ gespeichert.“ (Callback settings for [Name] saved.)
5. Call the call queue from outside and test the callback.

You turn it off with the same switch; the message reads „Rückruf für „[Name]“ ausgeschaltet.“ (Callback for [Name] turned off.)

• Wie wird der Rückruf ausgelöst? (How is the callback triggered?):
  • Der Anrufer löst ihn per Tastendruck aus (The caller triggers it with a key press): The caller can choose the callback themselves while waiting.
  • Die Anlage bietet ihn nach einer Wartezeit an (The phone system offers it after a wait time): After the set wait time, the phone system offers the caller the callback.
  • Below the selection, a line explains the selected type.
• Angebot nach (Sekunden) (Offer after, seconds): after how many seconds of waiting the callback is offered. 10 to 3600, default 150.
• Amtskennziffer (optional) (Outside line prefix, optional): digit that the phone system puts in front of the outgoing callback, such as 0. Up to 6 digits or empty.

Messages:

• „Ungültige Wartezeit.“ (Invalid wait time.) – the field does not contain a whole number. The phone system sets values below 10 or above 3600 to 10 or 3600.
• „Die Amtskennziffer besteht aus bis zu 6 Ziffern (oder bleibt leer).“ (The outside line prefix consists of up to 6 digits (or stays empty).)
• „Die Rückruf-Einstellung konnte nicht gespeichert werden.“ (The callback setting could not be saved.)
• „Speichern fehlgeschlagen.“ (Saving failed.)
• „Änderung fehlgeschlagen.“ (Change failed.; switch)
• „Die Warteschlangen ließen sich gerade nicht lesen.“ (The call queues could not be read right now.)

• Ring groups and call queues
• Conference rooms, parking, and shift sign-in (callback on busy)
• Statistics and reports (wallboard)