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 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.