Considerations for Automatic Callback

Last Updated : Mar 15, 2018 |

This section provides information about how the Automatic Callback feature behaves in certain circumstances. Use this information to ensure that you receive the maximum benefits of Automatic Callback under all conditions. The following considerations apply to Automatic Callback:

  • The system cancels an Automatic Callback request if the:

    • Called party is unavailable within 30 minutes.

    • Calling party does not answer the callback call within the administered interval. This interval consists of two to nine ringing cycles, and is set in the Automatic Callback-No Answer Timeout Interval field on the Feature-Related System Parameters screen.

    • Calling party decides not to wait, and presses the same Automatic Callback button a second time on a multiappearance telephone, or dials the Automatic Callback cancellation code on a single-line telephone.

  • In the Change off-pbx-telephone configuration-set screen, if you set the Fast Connect on Origination? field to y, then the automatic callback does not work.

  • Automatic Callback is administered for individual telephones by Class of Service (COS), and cannot be assigned to attendants. Multiappearance telephones must have an Automatic Callback button to activate the feature.

  • Automatic Callback works differently, depending on whether the called party is busy or does not answer the call. For a busy call, Automatic Callback occurs as soon as the called party hangs up. For an unanswered call, the telephone must be used for another call, and then hung up before Automatic Callback occurs.

    Note:

    If the user who originates an Automatic Callback originator has all line appearances occupied when the Automatic Callback call comes in, the user hears priority ringing once, and the Automatic Callback lamp blinks. However, if the user presses the Automatic Callback button to answer the Automatic Callback call, the system drops one of the other calls.

  • Queuing can reduce the number of trunks that are required.

  • On a multiappearance telephone, one callback call can be associated with each Automatic Callback button that is assigned to the terminal.

  • On a single-line telephone, only one Automatic Callback call can wait at a time.

  • Queue requests are canceled when:

    • A trunk is unavailable within 30 minutes.

    • The user does not answer the callback call within the administered interval.

    • The telephone is busy when the callback call is attempted.

    • The user dials the Ringback Queuing cancellation code, or presses the Automatic Callback button that is associated with the queued call.

  • Incoming tie-trunk calls cannot queue on an outgoing trunk group. The system does not know the calling number, and cannot originate the callback call.

  • The system checks the busy or idle status of the trunk group only once. If all trunks are busy, the call queues, even if a trunk becomes available by the time that the caller finishes dialing. In this case, a caller might be called back immediately after the caller receives a confirmation tone and hangs up.

  • A trunk might appear to be available, yet outgoing calls are queued. The trunk is not free, because the trunk is reserved for a previous Automatic Callback request.

  • The Automatic Callback feature works correctly even if each of the call's parties is using a SIP endpoint administered on and managed by a different instance of Communication Manager.