How to Configure a Call-Back Profile

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.

Settings

The Settings tab (1) will have already been configured when the Call-Back Profile was set up.

Settings (2)
  • Profile Label – A friendly name for this Call-Back profile for you to recognize it within your Fonolo Portal
  • Geo. Whitelist – A whitelist of countries and regions that Fonolo is allowed to place calls within. This is decided under Admin > Settings > Geographic Permissions
  • Channel – Here you can set which call-back channel this profile will be attached to (In-Call Rescue, Mobile Rescue, or Web Rescue)
  • Language – If you provide support channels in multiple languages, you can specify an alternative language here
Caller ID Settings (3)
  • Client CID Number – This will be the number that appears to the Client when they receive their call-back from Fonolo
  • Client CID Name – This will be the name that the number belongs to that the Client will see when they receive their call-back from Fonolo
  • Agent CID Number – This will be the number that your Agent will see when they answer the placeholder call from Fonolo
  • Agent CID Name – This will be the name that the number belongs to that the Agent will see when they answer the placeholder call from Fonolo

If you would like the phone number that the Client entered to receive their call-back on to appear as the Agent CID Number, the Macro {{$client_number}} will fill this in during each call for you automatically. You can also customize the format that the number will show when presented to the Agent by modifying the macro by using the following logic:

  • {{$client_number:E164}} – E.164 format
  • {{$client_number:INT}} – International (with country code
  • {{$client_number:NAT}} – National (without country code)

Once all of the settings are correct, click the green ‘Add New Call-Back Profile’ button in the top-right corner of the page.

Confirm all of the settings on this tab, and once finished, click the green ‘Save Changes’ button in the top right corner of the page.

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