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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, NewVoiceMedia Vonage Contact Center does not count the call as abandoned. When an appropriate agent becomes available to handle the call, NewVoiceMedia Vonage Contact Center initiates an outbound call from that agent to the caller. NewVoiceMedia  Vonage Contact Center changes the agent's state to Busy Callback.

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

Alternatively, you can also configure your interaction plan such that NewVoiceMedia Vonage Contact Center routes the original call or the callback call through applets that change information associated with the call—skills, data sources, and so on. In such an interaction plan, NewVoiceMedia Vonage Contact Center takes these changes into account when routing the callback. Such changes may result in NewVoiceMedia Vonage Contact Center initiating the callback earlier or later than the original call would have been answered. For information about using a callback initial applet to change associated skills, and so on, see Setting up queued callbacks.

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To report on queued callbacks, you can use Dashboards; the latest Advanced Reporting and Statistics package in Salesforce, which uses the new Stats API; or the Stats API.

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If you use the Stats API to track NewVoiceMedia Vonage Contact Center activity, you can use an interaction's conversationGuid parameter to connect the original inbound call, the callback, and the outbound call. For information about using the Stats API, see NewVoiceMedia Vonage Contact Center Developer Portal.