Activation of the Callback

The Callback widget allows you to increase the numbers of calls from your clients and grow conversion rate.

To set it live you should set up a few main configurations and activate the widget on your web page. Here’s how you can do this.


Step 1: Configuring the working time for the widget


To set up the Callback widget on your web page, first of all, you should configure the working time for the widget. According to this time, the Callback will be shown on your site.

Go to the SettingsProject settings — Time settings menu and choose the working time for your widget.

Tips: if you want to set the Callback 24/7 then set a period of time from 00:00 to 23:59 and apply the setting for all days.

You can also set up the working time for the widget including the break.

For example, from 8:00 to 13:00 and from 14:00 to 18:00 and Saturday and Sunday as the weekends.


Step 2: Connecting and configuring the phone number for Callback


To enable the Callback widget you also should connect SIP phone number with the capacity more than 2 channels.

Go to the Virtual PBXConnecting phone number menu.

Select the phone number you want to attach to the Callback widget and click on the “Enable Callback” button.

Once you set it up, if you move your mouse to the phone number you’ll see the message “This number is used for Callback widget”, which confirms that the number is attached to the Callback.

Pay attention! You can attach an only active phone number to the widget. That means that the phone number should be verified (after connecting the number you should call it and check if your call appears in the Call log).


Step 3: Setting up the call forwarding scheme for the widget


To get the calls via Callback widget you also should configure the call forwarding scheme for the widget.

There’s a possibility to set up the audio message for the agents which informs them that the call was requested by Callback from your web page.

Here’s how you can do this:

  1. Go to the Virtual PBXCall forwarding and create a new scheme for the Callback.
  2. Enter the name for it and add the new required direction. For example, phone number or SIP-account of the agent (department).
  3. Set up the timeout for the direction, so the call will be forwarded to it during the entered time.
  4. If you want to set up the audio message for the agent with the information about the Callback call, firstly you should record it yourself in the recording app. The audio should have .wav or .mp3 format and should have the size less than 5Mb.

    After recording the audio, go to the advanced settings and check the “Play whisper message” box. Then just upload the audio message for the agent with the information about the Callback call.  

  5. Once you made all settings, save the call forwarding scheme and apply it to the phone number, you are going to attach to the Callback.


Step 4: Configuring the first direction of the Callback


You can forward the call via Callback not only to the agent first but to the client as well.

For example, you already use the IVR in your Virtual PBX and want to direct the clients, who request the Callback, to your IVR too. In this case, you can forward the call to the client first.

Also, you can set up some kind of IVR for the agents too. That means, that once the agent answers, they will hear the audio which requires to press “1” from the agent’s side to accept the call from the Callback.


Forwarding the call to the client first:


  1. Go to the SettingsCallback widget menu.
  2. Change the position for the tumbler in the “The manager who'll get the call first” area.
  3. You may upload the audio notification for the client as well or configure the default one. In the last case, there’s no need to upload anything, just check the box for “Play audio notification for the first direction”.


Forwarding the call to the agent first:


  1. Settings Callback widget menu.
  2. The tumbler is set for directing the call to the agent first by default. If you’ve changed it before then set it back.
  3. You may upload the audio notification for the client as well or configure the default one. In the last case, there’s no need to upload anything, just check the box for “Play audio notification for the first direction”.

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