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- Click on the Settings link to the right of the IVR you wish to modify.
- Now you will see a list of settings which instruct how your callbacks should be handled. Please note that your particular IVR may or may not show additional settings beyond callbacks.
- Callback - Expiration Time– The total length of time the system will keep trying to complete the callback. The system will stop trying either when the maximum attempts has been reached or if this time expires.
- Callback - Max Retries – The maximum number of callbacks that will be attempted to reach a caller. An attempt is considered failed when the call is not answered within the time specified in the Transfer Timeout field.
- Callback - Retry Time – The number of minutes the system will wait between callback attempts. During this interval your agents may become busy; the callback will try again once an agent becomes available.
- Callback - Expiration Time– The total length of time the system will keep trying to complete the callback. The system will stop trying either when the maximum attempts has been reached or if this time expires.
- Callback - Priority – Set this value to the same priority as the corresponding queue in order to ensure that people who have chosen a callback will keep their place in line. Otherwise a lower priority will cause the system to perform callbacks only when no calls are waiting in the corresponding queue.
Note: To see queue priority values, please navigate to the Queues screen. - Callback - Retry Time – The number of minutes the system will wait between callback attempts. During this interval your agents may become busy; the callback will try again once an agent becomes available.