Call Back

Last Updated on Wed, 01 Mar 2023 | Cisco Unified

The Cisco call back feature allows receiving of call-back notification on an IP phone when a called-party line becomes available. To receive call-back notification, a user presses the CallBack softkey upon receiving a busy or ringback tone when trying to reach a destination. Call-back notification can be activated on a line on an IP phone within the same CUCM cluster as the destination IP phone. Call-back notification cannot be activated if the called party has forwarded all calls to another extension (Call Forward All [CFA] feature). The call back feature leverages the Cisco Extended Functions service.

Example: Cisco Call Back

In Figure 16-19, IP phone user C calls IP phone user A in the same cluster. If IP phone A is busy or there is no answer, IP phone user C activates the Cisco call back feature through the CallBack softkey. When IP phone A becomes available, IP phone C receives an audible alert and visual notification that the previously dialed number has become available. CUCM remembers the dialed number, so IP phone user C can then press the Dial softkey to reach IP phone user A.

Figure 16-19 Cisco Call Back

©Sends Call-Back Notification to C When A Is Available Again

Figure 16-19 Cisco Call Back

©Sends Call-Back Notification to C When A Is Available Again

The telephone call states that support call back are busy, call forward busy, or call forward no answer. The call forward no answer state includes call forward no answer to a voice-mail system or to another extension.

To configure the call back feature, choose the softkey template (for example, the Standard User template), copy and insert the template, and name it something appropriate, such as Standard User Callback. Configure the softkey layout by choosing the On Hook call state and the Call Back option. The softkey template is shown in Figure 16-20.

Figure 16-20 Cisco Call Back Softkey Configuration

Figure 16-20 Cisco Call Back Softkey Configuration

Cisco Cpp Answer Keys

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Readers' Questions

  • keri
    How to use call back feature?
    10 months ago
    • Call back is a feature that allows someone to give you their phone number so that you can call them back at a later time. It can be used for customer service, to order products, or even to get out of a traffic violation. To use the call back feature, you simply need to provide your phone number and a good time for you to receive a call back. This could be a specific day of the week or time of day, such as during lunchtime. Once you have provided your phone number, the service will call you back at the agreed upon time and you can take the call. During the call you can provide any additional information or ask any questions you may have about the service or product. You can also use call back features to follow up on requests or orders you have placed with a company. This can be very helpful in ensuring that your order is processed properly and on time.