Callback Service overview

Last Updated : Jun 15, 2023 |

Avaya Workplace Client uses Client Enablement Services for the Callback feature. However, as Client Enablement Services is not actively maintained, Client Enablement Services might not comply with the latest security measures. With the Callback Service feature, you do not need Client Enablement Services. Avaya Workplace Client uses the Simultaneous Ring Phones and Client Enablement Services Callback features from Communication Manager.

Note:

On Communication Manager, the Callback Service feature is known as Enterprise Mobility Experience (EMX).

Use the Callback Service feature on mobile clients to configure which numbers must ring for incoming and outgoing calls. If you cannot answer an incoming call, Avaya Workplace Client automatically sends the call to your office voice mail. Your deskphone routes the call to the destination numbers specified on the Incoming Calls screen. You can add, select, update, and delete the destination name and numbers in the My Phones list.

For simultaneous ringing, Avaya Workplace Client calls on all numbers, which you selected in the My Phones list. If you added the same number for incoming calls and simultaneous ringing, Avaya Workplace Client does not call on that number, but calls on other numbers, which you selected in the My Phones list.

You can add up to four numbers to the My Phones list. You can select specific phone numbers from the My Phones list for incoming calls. Avaya Workplace Client calls on all the selected numbers simultaneously. You can select only one phone number from the My Phones list for an outgoing call. If you do not want Avaya Workplace Client to receive a call on any of the added numbers, do not select a number from the My Phones list.

The destination name and number you add, select, update, and delete for an incoming call are synchronized with MDA devices. The selected destination name and number for outgoing calls are not synchronized with MDA devices.

The existing dialing rules apply to numbers added to the My Phones list and outgoing call using the Callback service. To view or update the dialing rules on mobile clients, go to Settings > Advanced > Dialing Rules.

Adding a telephone number to your phones callback list

About this task

Use this procedure on mobile clients.

The destination name and number you add, select, update, and delete for an incoming call are synchronized with MDA devices. The selected destination name and number for outgoing calls are not synchronized with MDA devices.

Before you begin

You must enable Callback Service.

Procedure

  1. On the Top of Mind screen, tap the presence status indicator.
  2. Go to the Incoming Calls or Outgoing Calls screen, and tap Manage my phones.
  3. Do one of the following:

    • On Android devices: Tap Add Phone.

    • On iOS devices: Tap Add Phone.

    Avaya Workplace Client displays the Add Phone dialog box.

  4. Type the name of the new telephone in the following field:

    • On Avaya Workplace Client for Android: Name

    • On Avaya Workplace Client for iOS: Label

  5. In the Number field, type the new telephone number.

    Avaya Workplace Client applies dialing rules when you add a telephone number.

  6. Tap Save.

    Avaya Workplace Client displays the name and number in the My Phones list.

Selecting a telephone number in your phones callback list

About this task

Use this procedure on mobile clients.

You can add up to four numbers to the My Phones list. You can select specific phone numbers from the My Phones list for incoming calls. Avaya Workplace Client calls on all the selected numbers simultaneously. You can select only one phone number from the My Phones list for an outgoing call. If you do not want Avaya Workplace Client to receive a call on any of the added numbers, do not select a number from the My Phones list.

Before you begin

You must enable Callback Service.

Procedure

  1. On the Top of Mind screen, tap the presence status indicator.
  2. Go to the Incoming Calls or Outgoing Calls screen.
  3. To select the numbers from the My Phones list, tap the name or telephone number.

    Avaya Workplace Client adds the selected number.

Updating a telephone number in your phones callback list

About this task

Use this procedure on mobile clients.

Before you begin

You must enable Callback Service.

Procedure

  1. On the Top of Mind screen, tap the presence status indicator.
  2. Go to the Incoming Calls or Outgoing Calls screen, and tap Manage my phones.
  3. Do one of the following:

    • On Android devices: Tap the name or telephone number.

    • On iOS devices: Long press the name or telephone number.

  4. In the Edit Phone dialog box, you can update the name and telephone number.
  5. Tap Save.

    Avaya Workplace Client displays the name and number in the My Phones list.

Deleting a telephone number from your phones callback list

About this task

Use this procedure on mobile clients.

Before you begin

You must enable Callback Service.

Procedure

  1. On the Top of Mind screen, tap the presence status indicator.
  2. Go to the Incoming Calls or Outgoing Calls screen, and tap Manage my phones.
  3. Do one of the following:

    • On Android devices: Long press the name or telephone number from the list.

    • On iOS devices: Swipe to the left, or tap Edit and tap delete icon to delete the name and telephone number.

    Avaya Workplace Client displays the confirmation dialog box.

  4. Tap Delete.

    Avaya Workplace Client deletes the name and telephone number from the My Phones list.

Callback Service limitations

The Callback Service feature with Communication Manager has limitations, which will be fixed in the upcoming releases. For example:

Client Enablement Services

Communication Manager

Avaya Workplace Client automatically creates the deskphone and the mobile phone destinations when you sign up for Avaya Workplace Client.

Avaya Workplace Client does not automatically create the deskphone and the mobile phone destinations when you sign up for Avaya Workplace Client.

The mobile phone number is mandatory, and you cannot delete it. You also cannot delete or change the deskphone number.

Avaya Workplace Client does not differentiate between any numbers. Hence, Avaya Workplace Client has no way of treating the mobile or deskphone numbers differently.

You can delete or change all numbers.

You can add any number of telephones to the My Phones list. However, you can select only four telephones to ring simultaneously, including your mobile phone, when you receive a call on your deskphone.

You can add up to four numbers to the My Phones list. You can select specific phone numbers from the My Phones list for incoming calls. Avaya Workplace Client calls on all the selected numbers simultaneously. You can select only one phone number from the My Phones list for an outgoing call. If you do not want Avaya Workplace Client to receive a call on any of the added numbers, do not select a number from the My Phones list.