1stream View Required
1stream View Required
This feature is available for only 1stream View licensed users and higher plans. If you don't have this and would like this feature to be available, please reach out to your Sales Representative to upgrade user licensing.
What is the Callback Requests Tool?
The callback request tool is a function in 1stream that allows for callers to have the option to allow for a callback or a voicemail if the extension is busy.
This differs from the queue-level callback in that this will trigger when a user's voicemail is reached.
Setting up the Callback Tool
- Log into the 1stream Admin Portal.
- Go to the Administration > Manage Organization menu in the top right.
- Scroll down to the CRM Users list.
- Click on the desired user to have the callback functionality activated.
- Scroll down to the Enable Call Back Feature.
- Select Yes to enable.
- Click the Save button.
Expected Behavior
The expected behavior is that is the extension receiving the call is busy, the caller will receive a prompt to decide to either leave a voicemail or a callback number. When leaving a callback number, they will be prompted to input and confirm the number that they will be called back at.
When the extension is no longer busy, the system will automatically trigger the callback to the number that was specified by the caller.