# Callback

## Description

Callback lets you request that the system notify you when a busy extension or a busy external line becomes idle, or when an unanswered station goes off-hook and on-hook. Note that Callbacks on external lines apply when all external lines are in use, not when the called party is busy.

## Conditions and Feature Interactions

- Callbacks cannot be completed unless both parties are idle.

- If Callback is set against a called party that has the Do Not Disturb, Make Busy or Attendant Busy-out (Console) feature activated, then the Callback will not be completed until the called party de-activates the feature, and goes off hook and then on hook.

- Callback is cancelled if:

- you do not respond to the Callback notification

- you complete a call with the destination (not a Conference)

- the programmed period expires.

- Duplicate Callback requests are ignored (the original callback request is canceled).

- If you answer a Callback, but the called party does not answer or is busy, the Callback is preserved (unless the Callback was to a trunk).

- When a Callback matures on a trunk, the trunk is reserved for the station that set the Callback.

- A callback will always be set on the device dialed even when that device is call forwarded. Furthermore, when party A sets a callback on party B, then sets call forwarding to party C, party A will ring when the callback matures.

- Callback always appears on the Prime line of a MiVoice IP Phone, regardless of the line from which it originated.

- Callback is not available on a resilient device that has failed over to its secondary controller.

- Callbacks on hunt groups only work when all lines or stations in the group are busy.

- Callbacks can be disabled by setting the Callbacks - Allowed COS option to No. If Callback is disabled:

- the Callback or Call Me Back softkey is not presented on the calling phone.

- the Callback FAC and the Callback Feature Key are disabled.

- A Callback notification cannot be successful on a console that is unavailable. If the console that set a callback is unavailable at the time when the callback is initiated, the callback is routed to an active local console t if one is available. If no such console is available, then the callback is queued until the console that set the callback becomes available again.

## Programming

1. System Options form

- Program the Callback Cancel Timer.

- For Callbacks to trunk or hunt groups program the Callback Activation field.

2. Feature Access Codes form

If you intend to use a Feature Access code in Operation, enter codes for the following:

- Callback - Setup

- Callback - Cancel

- Callback - Cancel Individual.

3. Multiline Set Keys form

- If you intend to use a feature key in Operation, program a Callback key or use Superkey (see Feature Keys for more information on Superkey programming).

## Device Support

- Supported on all devices.

## Operation

#### 2500 5001 IP Phones, 5005 IP Phones, 5010 IP Phones, 5020 IP Phones, 5201 IP Phones, 5205 IP Phones, 5207 IP Phones, 5212 IP Phone, 5215 IP Phones, 5215 IP Phone (Dual Mode), 5304 IP Phone, 5312 IP Phone, 5330/5330e IP Phone, 5320/5320e IP Phone, 5340/5340e IP Phone, 5360 IP Phone, Navigator, TeleMatrix 3000IP Phone, 5560 IPT, and 69xx IP Phones

To request a Callback when you reach a busy or unanswered station:

- Press Callback or the Call Me Back softkey.
  –or–
  Dial the Callback - Setup feature access code.

To answer a Callback when you hear three short ring bursts:

- Lift the handset.

To cancel a Callback:

1. Lift the handset.

2. Dial the Callback Cancel Individual feature access code.

3. Dial the number of the called station.

4. Hang up.

To cancel all Callbacks:

1. Lift the handset.

2. Dial the Callback Cancel feature access code.

3. Hang up.

#### 5220 IP Phones and 5220 IP Phone (Dual Mode), 5224 IP Phone, 5324 IP Phone, and Navigator

To leave a message waiting indication on a phone when you hear busy or ringback tone:

- Press Callback or the Call Me Back softkey.

To cancel a Callback:

1. Lift the handset.

2. Dial the Callback Cancel Individual feature access code.

3. Dial the number of the called station.

4. Hang up.

To cancel all Callbacks:

1. Lift the handset.

2. Dial the Callback Cancel feature access code.

3. Hang up.

#### 5140 IP and 5240 IP Phones

To request a Callback when you reach a busy or unanswered station:

- Press Call Me Back.

To answer a Callback when you hear three short ring bursts:

- Lift the handset.

To view and/or cancel outstanding callbacks:

1. Press SETTINGS.

2. Press More until Callbacks appears.

3. Press Callbacks.

4. Press Next and Previous (if required).

5. Do one of the following:
   - To cancel a callback, press Cancel.
   - To call the number shown, press Call Again.

#### Symbol NetVision Phone

To request a Callback when you reach a busy or unanswered station:

- Press Call back softkey.
  –or–
  Dial the Callback Setup feature access code.

To answer a Callback when you hear three short ring bursts:

- Press SND.

To cancel a Callback:

1. Press SND.

2. Dial the Callback Cancel Individual feature access code.

3. Dial the number of the called station.

4. Press END.

To cancel all Callbacks:

1. Press SND.

2. Dial the Callback Cancel feature access code.

3. Press END.

#### Symbol MiNET Wireless Phone

To request a Callback when you reach a busy or unanswered station:

- Press Callback softkey.
  –or–
  Dial the Callback Setup feature access code.

To answer a Callback when you hear three short ring bursts:

- Press Send Key.

To cancel a Callback:

1. Press the Send Key.

2. Dial the Callback Cancel Individual feature access code.

3. Dial the number of the called station.

4. Press the End Key.

To cancel all Callbacks:

1. Press the Send Key.

2. Dial the Callback Cancel feature access code.

3. Press the End Key.

#### SpectraLink Wireless Telephones

To request a Callback when you reach a busy or unanswered station:

1. Press Menu.

2. Press FCN.

3. Press the "Down" button on the left side of the handset to highlight Clbk.

4. Press the "Select" button on the left side of the handset (middle button).
   –or–
   Dial the Callback - Setup feature access code.

To answer a Callback when you hear three short ring bursts:

- Press the key.

To cancel a Callback:

1. Press the key.

2. Dial the Callback Cancel Individual feature access code.

3. Dial the number of the called station.

4. Press the key.

To cancel all Callbacks:

1. Press the key.

2. Dial the Callback Cancel feature access code.

3. Press .

#### SIP phones (Generic and Mitel branded)

To request a Callback when you reach a busy or unanswered station:

- Set the Enable Digit Collection During Busy or Alerting State option to "Yes".