Callback numbers

When an agent makes an outbound call, Vonage Contact Center presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time.

In Vonage Contact Center, the number presented to the person the agent is calling is called the callback number, or outbound CLID. By default, the callback number is the principal number within the Vonage Contact Center. One benefit of having a callback number is to prevent an individual agent's phone number being presented, so that customers always dial a central number rather than the agent's number.

A call center account can have multiple callback numbers—these numbers can differentiate between sales calls and campaign calls, calls to customers in different companies, or even calls relating to different companies if your call center provides a service to multiple clients.

If enabled for your account, you can restrict the callback numbers available to an agent to present when making outbound calls in ContactPad. For information about restricting which callback numbers agent can use, see Configuring individual users.

If an account has multiple callback numbers, when an agent makes an outbound call, the agent can choose which callback number to present. For information about setting the callback number to present, see Setting the default callback number for outbound calls and Making and receiving calls in ContactPad.

If enabled for your account, you can change the name of a callback number. The name of a callback number helps agents identify the correct callback number in ContactPad. For information about changing the name of a callback number, see Configuring names for callback numbers.

The following features also use callback numbers:

  • Dynamically selecting the callback number presented for each call when using Click to dial. Only callback numbers available to the agent making the call can be presented. For more information, see Automatic callback numbers for Click to dial.
  • Dynamically selecting the callback number presented for each call when using Connect. Only callback numbers available to the agent making the call can be presented. For more information, see Automating callback numbers in Connect.

Available callback numbers

The number that Vonage Contact Center presents must be configured and available for your account.

Such a number is either a number on your account—located in Architect (within Interaction Plans)—or a custom callback number. 

To add a custom callback number to use with your account, contact your Vonage Contact Center account manager.