The answers to all your questions about inbound calling on CallHub. Starting with "What happens when a contact calls back on my number?"
Call Center campaigns with Inbound calling require a number to be rented to make and receive calls. If you are using a Validated number as a Caller ID for your campaign, you will not be able to use Inbound Calling for your campaigns.
The Inbound calls are given the highest priority to connect in the system. Suppose there is an incoming call from a contact, a scheduled callback is also set up, and no agents are available. The system waits for the agent to be available, and the incoming call is assigned first.
The calls are assigned with the below priority
- Live incoming calls from a contact in the queue
- Automated Callback from the system to the missed incoming call.
- Scheduled Callback
- Outgoing calls
What happens if a contact calls outside of operational hours?
The contact will hear a message that the campaign is not in operational hours and will be added back to the queue. The system will call this contact immediately after the active campaign and an agent is available to make calls.
What happens if a person who is not part of the campaign calls back my number?
The system will label it as an Incoming call and connect it to any available agent on the campaign. The agent can collect the details on the call and save them as a contact.