Callbacks lists callers from outside whose calls were missed (not answered, or sent to voicemail) and who have not been answered or called back since. The wallboard, the Unanswered calls & follow-up report and the report emails use the same rules, so they always agree.
How the list works
- One line per caller, however many times they tried: Tried 3 times, when they last tried and which extension rang, the longest ring, and how long they have been waiting. The longest wait is at the top.
- A caller is their number, however the phone system wrote it.
+966…,966…,05…and the number dialled with the outside-line digit are the same person. - Only calls from outside numbers are listed; withheld numbers can't be called back.
- Choose the period (Today, or the last 7, 14 or 31 days) and, optionally, one site. A call back made after the period still counts, so an older period shows who is still not called back as of now.
- Call opens your computer's or phone's calling app. Without permission to see full numbers, the numbers are masked and there is no Call button.
- If more than 500 callers are waiting, the most recent 500 are shown; choose a shorter period or one site to see the rest.
How a caller leaves the list
| How | When |
|---|---|
| Called back | Someone called the number from any extension and the call was answered. |
| Caller got through | The caller rang again and was answered. |
| Closed by hand | Someone chose Close, with an optional note such as “replied on WhatsApp”. |
Closing covers the caller's missed calls up to that moment. If they call again later and are missed, they come back on the list. A call back that was not answered does not clear the caller.
“I'll call”: avoiding two people calling the same customer
I'll call tells the team you are handling a caller: their line shows “name is calling” for everyone. It does not close the callback; the caller still leaves the list when the call back is answered. The marker stays until the caller is followed up, and a caller who is missed again after that starts afresh.
Taking and closing are recorded in the Audit log with who did it.
Recently followed up
The second list shows the latest 50 callers who were followed up: how (called back, caller got through, or closed by hand), by which extension or person, the note, and how long after the last missed call. Above the lists:
| Figure | What it counts |
|---|---|
| Waiting for a call back | Callers in the period still not answered or called back. |
| Followed up | Callers in the period who were. |
| Typical time to call back | The median time from the last missed call to the answered call back, over callers who were reached by phone (not those closed by hand). |
| Called back within an hour | The share of those callers reached within 60 minutes. |
Who sees what
Everyone who can read calls can use the list, take and close callbacks. A member whose access is limited to some sites or departments sees only those callers (see Department-scoped access). On the wallboard, Missed, not yet called back shows today's list, and Open the callback list goes straight here.