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9bx user guide

PBX & Call Center

Callbacks

A to-do list of people who rang, got nobody, and have not been spoken to since.

Contents

What it is for

Callbacks (called Call back before) makes sure no missed caller is forgotten. A caller stays on the list until someone talks to them. It also holds follow-ups from call wrap-ups and automatic callback requests from queues.

Who can use it

Users with the callback permission, usually agents and supervisors.

Where to find it

PBX & Call Center → Calls → Callbacks

The screen explained

Summary tiles

People still waiting, Missed calls, Waiting the longest since.

Tabs

Tab Shows
Still waiting Everyone not yet called back.
Overdue Callers past their call-back target.
Resolved Callers who were called back or marked handled, with How they were resolved (Called back or Marked handled).
Follow-ups Calls where the agent asked for a follow-up at wrap-up, with About, Asked by and the time to call. Press Done when finished.

Columns

Caller, Tries (how many times they rang), Waiting, Last missed, Number they called, and Call back by with a state: Due, Due soon, Overdue, On time, Late.

Buttons

Button What it does
Call back Dials the number from your extension.
Mark handled Closes their missed calls when you reached them another way, for example from a mobile. You can add a Note.
Open in call log Jumps to the call in Call history.
Call-back target: ... Sets how soon missed callers should be called back, counted in office hours only. Choose No target to switch it off.
Cancel auto callback Stops an automatic callback created by a queue.
Search a number Filters the list.

Automatic callbacks

When a queue offers callbacks, a caller can press a key and hang up without losing their place. Each request appears here with a status: Auto callback queued, Calling back now, Called back, Auto callback failed or Auto callback cancelled, and the attempt count ("Attempt 1 of 3").

Tasks

Clear the morning's missed calls

  1. Open PBX & Call Center → Calls → Callbacks, tab Still waiting.
  2. Press Call back on the oldest caller.
  3. After the call, the caller moves to Resolved. If you called from a mobile, press Mark handled instead and add a note.

Set a 30-minute call-back target

  1. Press Call-back target.
  2. Choose Call back within 30 minutes and save.
  3. Late callers now appear under Overdue. The target applies to missed calls from now on.

Example scenario

Padma Net Support sets a 30-minute target. A caller at +880 1700 000000 (example number) rings at 17:40, 20 minutes before closing. The clock pauses overnight, and the caller shows Due soon at 9:10 the next morning.

Tips

  • The target counts office hours only, so nights and holidays do not count against the team.
  • Review Overdue twice a day.

Troubleshooting

Problem Fix
"This number cannot be dialled." The number is withheld or invalid. Use Mark handled after trying another way.
A caller disappeared from the list They were called back or marked handled. See Resolved.
Auto callback failed Check the reason shown: No answer, No agent took it, Number is blocked, No outbound route, Invalid number. Automatic callbacks only run inside office hours and refuse international numbers.