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Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When the caller hangs up their phone, Vonage Contact Center does not count the call as abandoned. When an appropriate agent becomes available to handle the call, Vonage Contact Center initiates an outbound call from that agent to the caller. Vonage Contact Center changes the agent's state to Busy Callback.

By default, Vonage Contact Center makes the callback to the original CLID.

Alternatively, you can configure your interaction plan to overwrite the callback number. For example, you might request that the caller provides an alternative number and use that for the callback. For information about overwriting the callback number, see Setting up queued callbacks.

By default, Vonage Contact Center maintains both the caller's original waiting time and all skills, agreements, and data sources associated with the call. Vonage Contact Center initiates the callback, therefore, at approximately the same time that the original call would have been answered. Vonage Contact Center routes the call to the same queue as the original call.

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Queued callbacks are not supported in Real Time , Stats and Reports, or V0 Stats API.

Queued callbacks and Dashboards

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Queued callback functionality is available for agents using Vonage for SCV. For information about queue callbacks in SCV, see Queued callbacks in Vonage Premier for Service Cloud Voice.