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Feature Reference
Automatic callback
1374 Administrator’s Guide for Avaya Communication Manager
November 2003
See Station on page 1157 for information on button assignments.
See Attendant Console on page 639 for information on button assignments.
Automatic callback
Automatic Callback allows internal users who placed a call to a busy or unanswered internal telephone to
be called back automatically when the called telephone becomes available.
When a user activates automatic callback, the system monitors the called telephone. When the called
telephone becomes available to receive a call, the system originates the automatic callback call. The
originating party receives priority ringing. The calling party then lifts the handset and the called party
receives the same ringing provided on the original call.
A single-line telephone user activates this feature by pressing the Recall button or flashing the
switchhook and then dialing the automatic callback access code. A single-line user can activate automatic
callback for only one call at a time.
A multi-appearance telephone user can activate automatic callback for the number of automatic callback
buttons assigned to the telephone. After placing a call to a telephone that is busy or that is not answered,
the caller simply presses an idle automatic callback button and hangs up.
If the calling telephone user answers an automatic callback call, and for some reason the called extension
cannot accept a new call, the calling user hears confirmation tone and then silence. The call is still
queued.
Users cannot activate automatic callback for calls to:
•
A telephone assigned Termination Restriction
•
An extension with automatic callback already activated toward it
•
A data terminal (or data module)
•
An attendant console group
•
A Terminating Extension Group
•
An extension for a hunt group, split, or skill
•
An EAS agent’s Login ID
•
A VDN Extension
Automatic callback for busy trunks
You can administer your system to call users back if they try to place an outgoing call over a trunk group
where all trunks are busy. This is sometimes called Ringback Queueing.
If a multiappearance telephone user has an idle Automatic Callback button and tries to access an
all-trunks-busy trunk group, the call is queued automatically. The lamp associated with the Automatic
Callback button lights and confirmation tone is heard.