Request Callback
Overview
This workflow object enables the caller to enter the phone number on which they would prefer to be called back.
1. An Example Scenario
When a caller is given the option of requesting a callback rather than remaining in the queue, e.g. using the Select Option object, then this object allows them to enter the telephone number on which they wish to be called.
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2. Add Workflow Object
Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed to edit or create a new workflow.
Click the workflow or Edit from the menu next to the selected workflow. A schematic representation of the workflow is displayed.
Click the Add workflow object button The New Workflow Object dialog opens.
Select Request Callback from the drop-down selection list.
When you include Request Callback in your automated workflow, enter the following details:
Field name | What you should do |
---|---|
Workflow Object Title | |
Data Label | Enter the textual label that will be saved in the record of this object's execution in the ivr_activities table. |
Input Timeout Period | Select the amount of time the caller will be allowed to finish inputting the phone number. If the timeout is exceeded, the caller is given a second chance before the call is terminated. |
Minimum Digits | For validation purposes, what is the minimum number of digits the caller must enter? |
Maximum Digits | For validation purposes, what is the maximum number of digits the caller can enter? |
Explanatory Prompt | Select the sound file you wish the caller to hear. This is a sound file that instructs the caller how to input a phone number. This sound file should explain to the caller the number of digits they are expected to enter, (e.g. minimum digits = 8 and maximum digits = 11) and instruct them to enter the hash key # at the end. If the caller does not use the hash key, the Input Timeout Period will be reached. |
Error Message | Select the sound file you wish the caller to hear if they have entered invalid data. |
Callback Queue | Select the callback queue to which this contact will be added. |
TTS Profile | Default voice is used for this, but you can add new profile option using the Text to Speech Profiles module |
Click Save to keep your new object and to return to the Workflow Builder
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