Callback numbers

When an agent makes an outbound call, or consults or transfers an existing call, Vonage Contact Center presents a number to the contact they are calling. The recipient can use this number to identify who the call is from and optionally use the number to call the agent back another time.

In Vonage Contact Center, the number presented to the contact the agent is calling is called the callback number. By default, the callback number is the principal number within the Vonage Contact Center. One benefit of having a callback number is to prevent an individual agent's phone number being presented, so that contacts always dial a central number rather than the agent's number. Contact your account manager to update the default callback number for your account.

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

If enabled for your account, you can restrict the callback numbers available to an agent to present when making outbound calls, or consulting on or transferring existing calls. For information about restricting which callback numbers agents can use, see Configuring individual users.

If an account has multiple callback numbers, when an agent makes an outbound call, or consults on or transfers an existing call, the agent can choose which callback number to present. For information about setting the callback number to present, see Setting the default callback number in ContactPad and Making and receiving calls in ContactPad.

If enabled for your account, you can change the name of a callback number. The name of a callback number helps agents identify the correct callback number in ContactPad. For information about changing the name of a callback number, see Configuring names for callback numbers.

The following features also use callback numbers:

• 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 Automatic callback numbers for Click to dial.
• Dynamically selecting the callback number presented for each call when using Connect. Only callback numbers available to the agent making the call can be presented. For more information, see Automating callback numbers in Connect.