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Add a Callback

A Callback hangs up on the inbound caller and dials them back, then sends them to a destination. Used to shift call cost from the caller (international) to your trunks, or to verify caller identity by ringing a known number.

Before You Start

  • An outbound route exists that can dial back to the expected caller numbers.
  • The destination after callback (IVR, queue, extension) exists.
  • You've decided whether to use the caller's auto-detected CID or prompt them for a number.

Steps

  1. Go to Trunk Attributes → Callback.
  2. Click + Add Callback.
  3. Fill in:
    • Callback Description — e.g. International Callback.
    • Callback Number — leave blank to auto-use the inbound caller's CID. Set to a specific number to always call back the same place.
    • Delay Before Callback — seconds to wait before dialing back. Default 5.
    • Destination after Callback — IVR, queue, etc.
  4. Click Submit.
  5. Click Apply Config.

Use It

The callback is now a destination — point an inbound route or IVR option at it. When called, UnifiedBX hangs up, waits the delay, then dials.

Verify

Call the entry point. UnifiedBX should disconnect immediately. Within Delay Before Callback seconds, your phone should ring with a callback. Answering should drop you into the configured destination.

Common Issues

  • Callback never rings back. Outbound route can't dial the auto-detected CID format. Look at the dialed number in the trace — you may need to strip a + or normalize the format.
  • CID not detected. Caller is anonymous or the trunk doesn't pass CID. Set a fixed Callback Number or reject anonymous calls earlier.
  • Falls into a loop. The callback's destination matches the same inbound route that triggered it. Set the destination to something specific (an IVR, a queue), not the same DID.