Our system provides a turnkey solution for the callback business model. Core features include the ability to create multiple prepaid packages, bill for custom charges and fees, prepare and customize PIN batches, track PIN activation and PIN utilization, real time IVR call authorization and call routing, one and two stage call authorization, real time call rating, costing and margin calculations, etc.
Every callback is in fact 2 separate calls:
1. from the system to the user’s number and
2. from the system to the number the user is calling
As a result the rate of the call during callback is a sum of both call rates.
Please note that in order to provide callback you need high quality termination routes that support CLI.
There are 3 types of callback:
- PIN-less callback
- PIN callback
- Web callback
Please note that in order to provide PIN-less or PIN Callback you need to buy an access number from a DID supplier.
PIN-less Callback
PIN-less Callback is a callback where the user is authenticated via his Caller ID (ANI).
Callback process:
- the user dials the DID number used for Callback
- the system hangs up and dials the caller ID
- if the caller ID belongs to an account in the system, the account will be authenticated based on this Caller ID and the user will be prompted to enter the number he/she wishes to call
- if the caller ID does not belong to an account, the system will ask for a PIN number to be entered and in case no such PIN is entered, the callback will fail.
The first step is to setup your access number(s) – you need to provide the DID details to our team so that it can be added in the Asterisk Callback application.
After that you have to create the accounts that will be used for PIN-less Callback – please refer to “How to create Customer Accounts” for more details about this topic.
The next step is to setup the caller IDs which will be used for authentication – caller IDs can be added from the account menu or from the member menu.
Accounts » Account Name » Features » Caller IDs » Add Caller ID
In order to create a caller ID for the specific account you need to choose:
- Member – select an existing member form the drop down menu
- Number – enter the Caller ID in e.164 format (country code + area code + number)
Please note that caller IDs can be associated with only one member – at the same time a member can have no or many Caller IDs.
Accounts » Account Name » Members » Member Name » Caller IDs
In order to create a caller ID from the member menu you only need to add the number (again the caller ID in e.164 format) and it will automatically be associated with the member you have selected.
As soon as you have added caller IDs for a specific member, this Member will be able to make callback and to be authenticated via this caller IDs.
PIN Callback
PIN Callback is a callback where the user is authenticated by a PIN number (a unique sequence of numbers used for authentication).
Callback process:
- the user dials the DID number used for Callback
- the system hangs up, dials back the caller ID, and asks for a PIN number
- if the PIN belongs to an account in the system, this account will be authenticated and the user will be prompted to enter the number he/she wishes to call
- if the PIN is not assign to any account but is a valid PIN used for the first time, the system will automatically create an account, assign the PIN to this new account, and ask the user to enter the number he/she wishes to call
- if the PIN does not belong to an account and is not a valid PIN the callback will fail
The first step is to setup your access number(s) – you need to provide the DID details to our team so that it can be added in the Asterisk Callback application.
After that you may create the accounts that will be used for PIN Callback – alternately you can leave this to be done automatically on 1st use of the PINs- please refer to “How to create Customer Accounts” for more details about this topic.
Next, you need to create your PIN batches and assign them to your subscription plans (you may use existing ones or create new plans if needed) – please refer to “How to Create PINs for Calling Cards” for more details about this topic.
Please note that all accounts that are created automatically on the 1st use of a PIN will be assigned to the subscription plan of the PIN Batch.
The third step is to assign PINs to accounts – this can be done from the account menu or from the member menu.
Accounts » Account Name » Features » PINs » Add PINs
In order to create PINs manually you need to choose:
- Member – select the member you want to assign the PIN to
- PIN – enter the PIN number
- PIN effective Date – the start date from which the PINs will be active
- PIN Expiration Date – is the last date the PINs will be active
- Expiration days after activation – how long after the 1st call the PIN will remain active
In order to add PINs from existing PIN batch(s) you need to choose:
- Member – select the member you want to assign the PIN to
- Select Batch with available PINs – select the PIN batch you want to use PINs from
- Number of PINs to add –how many PINs you want to assign to the specific member
Accounts » Account Name » Member » Member Name » PINs » Add PINs
The process is the same as above but you do not need to select the member.
The final step is to print and distribute the PINs to your customers.
Web Callback
Web Callback is when users make calls directly from your CRM Portal.
Callback process:
- the user enters the authentication and the callback number in an online web form
- the system originates calls to the requested phone numbers
You do not need an access number (a DID) in order to provide web callback.
We offer a special CRM module for web callback that you can buy.
User need to enter their callback number and click “Callback now”.
A notification “Callback request is sent successfully” will be displayed.
The server will accept this request and will dial the callback number.
After picking up users will hear an IVR asking them to dial the number they wish to call.
The system will dial this number and a call will be established between the two parties.
Please refer to “How to Use the CRM Portal” for more details about our CRM modules.