Activating and Configuring Press 1 Callback

When activated, Press 1 callback (also known as virtual callback or virtual queueing) frees up your callers time by allowing them to opt for a callback, instead of waiting on the line until an agent answers the call. Your callers will have the option to press 1 to reserve their place in the queue. After hanging up, their spot in the queue is held and they're automatically called back when an agent becomes available. Upon the call back, the agent will greet the caller by saying "Hello, I am calling you because you have requested a callback" before the scripted greeting, so that callers are aware of who is calling them. However, you can choose to customize the callback greeting accordingly.

The Callback Feature works only if you are directly forwarded to service.  If you are forwarding through a tracking system or masked number, we do not have the caller ID to call back the caller. In addition, callbacks may come through as Potential Spam, so your customers may not receive a callback if they have any Spam Blockers set up on their side.

In this article we'll discuss:

Why you would want to activate press 1 callback

Press 1 callback is a great option to help keep those customers happy who don't have time to wait for a live agent. With press 1 callback activated:

  • Your callers hold their place in line without having to stay on the line
  • No additional fees are added to your monthly invoice - this is a free feature
  • The call is still processed by the first available receptionist
NOTE: Even if you have call recordings turned on, press 1 call backs are not recorded.

When is the caller presented with the option

When activated, the option to receive a callback is delivered to the client after any initial prompts and before the call is entered into the live answering service queue. The caller hears your message, then our system waits for the caller to press 1 to wait for a callback, or to press 2 to enter into the queue.

When the caller opts for a callback by pressing 1, they are free to hang up the call, but we still have the call in our system waiting to be picked up by an agent. When this happens, the caller is on a virtual hold. As soon as an agent becomes available, the Caller ID associated with the caller is rang and our Receptionist goes through your script as normal.

If you are utilizing an IVR, the caller would hear the initial IVR prompt first, then they would hear the Call Back prompt after choosing their IVR selection, assuming that the Call Back feature has been activated on both (or all) lines.

How to activate press 1 callback

1

Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.

2

On the main Settings page, scroll down to the Telephony section and select Numbers.

3

Select the number you want to add the Callback feature to.

4

Under Number Settings, choose Callback. Then use the toggle to Activate Callback. 

5
Once activated, you'll have several options to configure:

Callback by wait time

Select when you want the callback option to become available for your callers. You can choose to have it play immediately, regardless of queue time, or you can choose from the below options:

  • Immediately: Caller will hear the callback prompt immediately after the initial greeting.
  • 15 seconds: Caller will hear the callback prompt if the previous callers' queue was 15 seconds or greater.
  • 30 seconds: Caller will hear the callback prompt if the previous callers' queue was 30 seconds or greater.
  • 45 seconds: Caller will hear the callback prompt if the previous callers' queue was 45 seconds or greater.
  • 60 seconds: Caller will hear the callback prompt if the previous callers'  queue was 60 seconds or greater.
  • 90 seconds: Caller will hear the callback prompt if the previous callers' queue was 90 seconds or greater.
  • Use Global Value: Caller will hear the callback prompt if the previous callers' queue was between 60 and 120 seconds or greater.

Callback by Date and Time

If this option is chosen, there are 2 secondary options to choose from; Range and By hour and day.
Range
If this option is chosen, you'll need to select a timeframe in which you want the callback system to operate between. 

By hour and day

If this option is chosen, you'll need to select the specific hours and days you want the callback system to operate. 

Callback Greeting

Select the greeting prompt you want to play for callers. You can choose a recorded greeting that you've uploaded to the Greeting Library, use our default option, or type in your own message via the Text to Speech option.

NOTE: If you currently have a driving question in your regular greeting, you'll want to add that same driving question to your customized callback greeting(s) within the Greeting script block.

Callback Confirmation

If the caller presses 1 for a callback, this is the confirmation they will hear. You can choose a recorded greeting that you've uploaded to the Greeting Library, use our default option, or type in your own message via the Text to Speech option.

You can also choose to activate the Send a text to the caller after they press 1 option which will send them a confirmation text that we are holding their place in line, and the number they should be expecting a call back from.

SMS Callback Confirmation

Within the initial prompt, callers can press 3 to receive a text message instead of a callback. If they press 3, this is the confirmation they will hear. You can choose a recorded greeting that you've uploaded to the Greeting Library, use our default option, or type in your own message via the Text to Speech option. SMS messages will be sent from your SAS forwarding number, and any responses to that SMS message will appear within your Messages log. 

You can also choose to customize the text the callers will receive after pressing 3 within the SMS callback message section.

Second callback if no answer

If callers don’t answer the callback the first time, we’ll place a second phone call. If activated, this setting will apply to both Callback and Queue Callback type calls.

Callback customization options

By default, when queue callback is activated, our default recorded callback greeting and callback confirmation are automatically selected, along with the use global value setting for when the callers will hear the callback intercept. From the same numbers configuration panel, these settings can all be customized:

  • Selecting Default in the dropdown uses the default greetings and confirmation
  • To use an alternate greeting or confirmation, all files added to your Greeting Library are also available to select here
    If you're adding your own greeting, make sure you let the caller know they will need to press 1 to get a callback, and press 2 (or just stay on the line and press nothing) to wait for an agent. In the confirmation, it's also helpful to let the caller know which number they'll be receiving a call from. This will always be the same number you are configuring the callback feature on.
  • If you're using the Text to Speech option for the callback greeting, adding the variable [queueTime] in your text will let the callers know the hold time they can expect. For example, Your wait time is [queueTime] minute would be read as Your wait time is 1 minute to the caller.
  • If you're using the Text to Speech option for the callback greeting, adding the variable [queuePosition] in your text will let the callers know how many callers are ahead of them in the queue. For example, There are [queuePosition] callers ahead of you.
  • If you're using the Text to Speech option for the callback confirmation, adding the variable [twilio] in your text will let the callers know the number they can expect a call from. For example, Expect a call from [twilio] would be read as Expect a call from 888-532-4794 to the caller.
  • If you're using the Text to Speech option for the callback confirmation, you can allow callers to input a different callback number by adding the following text: We've reserved your place in line. To receive a callback on a different number, press 2. Otherwise, please hang up and expect a call from [twilio] shortly.
  • The select limit dropdown will determine when the caller should be presented with the callback option, either every time or only if the queue is over a certain threshold.
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