1. First make sure the Campaign Dialer is configured and running.
    1. Click here to Learn More
    2. Supervisor has to type "StartDialer"
  2. Next go to the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions list on SharePoint
  3. Create the CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. Questions
    1. (SP On Premise) Open tab "Items" and select "Create Callback"
    2. (SP Online) Configure Callback Queue on SharePoint Online
  4. (Optional) Back in IVR Questions list, under Callback Queue, change the messages or replace them with audio files
    1. Callback init pre number - Message before phone number, if phone number has been recognized.
    2. Callback init post number - Message after phone number, if phone number has been recognized.
    3. Callback init anonymous - Message if phone number has not been recognized.
    4. Callback enter number - Message for entering phone number.
    5. Callback verify pre number - Message before phone number, after entering phone number.
    6. Callback verify post number - Message after phone number, after phone number.
    7. Callback bye - Message to confirm CallBack.
  5. Add the following setting in the Settings list
    1. CallbackDefaultRegion – Adds the area code to the phone number.

      NoteFor example "US".

  6. Return to the IVR Questions.
  7. Add or change an item with the action Callback and also add the Skill. You can use a new Skill or an existing Skill.