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How to: Configure a Call-Back Profile > Telco Settings

Call-Back Profile is a collection of settings and configurations that define parameters for the calls that Fonolo receives and places for you.

To configure a newly created or existing Call-Back Profile, go to MANAGE (1) > Call-Back Profiles (2).

Then click on the name of the Call-Back Profile (1) that you wish to configure.

Telco Settings

Call-Back Profile’s Telco Settings determine two things: the method that Fonolo will use to call your clients back, called the Client Call-Back Method (1), and, the way that calls will be transferred from your system to Fonolo, called the In-Call Rescue Call Transfers (2). Here, you will select whether a PSTN or a SIP connection will be used.

Call Routing allows you to determine the format that the number takes place when Fonolo calls the Target. When routing over a SIP connection, Fonolo can format the number with various predetermined prefixes that are set up under Telco > Call Routing.

The Dial Timeout feature sets how long Fonolo will wait while attempting to dial the Client before returning a “Client Call Timeout” error. The default value is 60 seconds, and this can be adjusted up or down to be between 10 and 120 seconds.

When Failed Transfers is activated, Fonolo will take failed call-back requests that we receive and return them to the original sender (your phone queue). This essentially acts as a backup in case a call is not transferred to us properly, or not received by us properly.

The Test Phone Number button (3) allows you to input a 10 digit phone number to see how Fonolo will format it when making the outbound call.

After all settings are configured, it is important to click the green Save Changes button (4) in the top right.

Direct PSTN

When Direct PSTN connection is chosen, Fonolo will use our own telephony provider to place the call-back to your client. Fonolo first connects to your phone system using Direct PSTN (1), and waits on hold in the queue. Once an Agent is ready and presses 1, Fonolo initiates the call-back through our own telephony system to the Client (2). At this point, the Agent is already on the line waiting for the client. Once the Client answers the call-back, the two calls are bridged together on the Fonolo side (3) and the Agent and Client can begin their conversation.

Direct SIP

When Direct SIP is selected, Fonolo first connects to your phone system using Direct SIP (1), and then, once an Agent is ready and presses 1, initiates the call-back through your phone system, using your telephony to the Client (2). At this point, the Agent is already on the line waiting for the client. Once the Client answers the call-back, the two calls are bridged together on the Fonolo side (3) and the Agent and Client can begin their conversation.

Hybrid Approach

Typically, if call-backs to the Client are being placed through the PSTN directly from Fonolo, this means that there is no Direct SIP connection set up between Fonolo and the Company. In some cases, however, a Hybrid Approach is necessary due to limitations on the Company’s Phone System. In this case, Fonolo first connects to your phone system using Direct SIP (1), and then, once an Agent is ready and presses 1, initiates the call-back through our PSTN telephony system to the Client (2). Once the Client answers the call-back, we then bridge the SIP and PSTN calls together (3), and the Agent and Client can begin their conversation.

The Dial Timeout specifies how long Fonolo will wait on the line while calling the Client back once the Agent is ready to speak with them.

In-Call Rescue Call Transfers

Once a Client opts-in for a callback, they need to be transferred from your ACD to Fonolo in order to complete the opt-in process. This transfer can either be a Direct PSTN connection to a Fonolo DID, or a Direct SIP connection over a SIP Trunk to a Fonolo SIP ID.

Initially, the Client will call in to your ACD, and after navigating the IVR, will be waiting on hold for an agent (1). When connecting via Direct PSTN, your phone system will transfer the Client’s call over to Fonolo via a PSTN connection (2) using your own telephony provider.

Alternatively, You can direct a Client’s call over to Fonolo via Direct SIP. As per the below screenshot, initially the Client will call in to your ACD, and after navigating the IVR, will be waiting on hold for an agent (1). When connecting via Direct SIP to Fonolo, your phone system will transfer the Client’s call over to a Fonolo extension via a SIP connection (2) over the internet.

 

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