Callback is call records containing telephone numbers and the time when the call shall be made.
Callback records are created at different occasions, such as when
- someone wanting to be called, enters his telephone number on a web page,
- a person not wanting to wait in queue is offered in the IVR to be called when it is his turn,
- an agent has agreed with a customer to come back on a specific day at a specific time.
Callback records can be distributed via queues, but are best handled via waiting lists, where each respective agent picks a record. When the record has been accepted, ACE automatically calls the specified number. When the call is concluded a feedback must be given about the outcome of the call.