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When an agent makes an outbound call, the person the agent is calling can usually see the telephone number that the agent is calling from. The person can identify who the agent is or use the number to call the agent back another time.

In ContactWorld, the number presented to the person the agent is calling is called the callback number. By default, the callback number is the principal number within the ContactWorld center. One benefit of having a callback number is to prevent an individual agent's phone number being presented, so that customers always dial a central number rather than the agent's number.

A call center account can have multiple callback numbers—these numbers can differentiate between sales calls and campaign calls, calls to customers in different companies, or even calls relating to different companies if your call center provides a service to multiple clients.

If enabled for your account, you can also restrict which callback numbers each of your agents can use. For information about restricting which callback numbers agent can use, see Configuring callback numbers for agents.

Callback numbers are used by the following features:

• Setting the default callback number for outbound calls. Only the callback numbers available to the agent appear in the list. For more information, see, Setting the default callback number for outbound calls.
• Setting the callback number for individual calls. Only the callback numbers available to the agent appear in the list. For more information, see Making an outbound call.
• Dynamically selecting the callback number presented for each call when using Click to dial. Only callback numbers available to the agent making the call can be presented. For more information, see Automating callback numbers for Click to dial.
• Dynamically selecting the callback number presented for each call when using ContactWorld Connect. Only callback numbers available to the agent making the call can be presented. For more information, see Automating callback numbers in Connect.