Abandoned calls logged
If a caller hangs up while queuing, the number is logged as a missed call automatically. Nothing has to be noted by hand, and the call does not just vanish into a call-log row.
Callback service
A callback service so no call goes unnoticed.
A missed call is a lost sale or an unhappy customer. Our callback service logs abandoned calls, returns them to the queue automatically and lets the caller leave a callback request instead of waiting. It can run on our mobile PBX or alongside the phone system you already have.
- Abandoned calls are logged automatically
- “Press 1 to leave a callback request”
- Works alongside your existing PBX
How it works
How the callback service works
The service watches your queues and group numbers continuously. When a call drops before it is answered, or a caller asks to be called back, it becomes a task that does not disappear until someone has dealt with it.
Returned to the queue
A missed call can be put back into the queue as a callback task, so the next person free calls the customer back.
Callback on request
Callers can be offered the choice to “press 1 to leave a callback request”. They stop waiting on hold, and the contact still gets made.
Status tracking
Every callback has a status: open, in progress or done. You can see which contacts are still outstanding and who owns them.
Reporting
Missed calls, callbacks and how long they took to close appear in reports at both group and individual level.
Notifications
A new callback request can trigger an email, or be pushed through the API into your CRM as a ticket or a task.
Benefits
What changes day to day
The value shows up fastest in customer service and sales, where a missed call is directly a lost contact.
Fewer lost contacts
A call dropped during a busy spell is no longer a lost customer — it is an item on a task list.
Less time on hold
When callers can leave a callback request, they do not have to wait on the line. That improves the experience and takes pressure off the queue.
Measurable reachability
Once every missed call is logged, reachability becomes a number you can track and improve.
FAQ
Callback service — frequently asked questions
Can the callback service work with our existing phone system?
Yes. It can be connected to your current PBX without replacing the whole phone system. Alternatively it comes as part of GBC's mobile PBX.
What happens if a customer hangs up while queuing?
The number is logged as a missed call and becomes a callback task. The task can be returned to the queue automatically, or left waiting for someone to pick it up.
Do callbacks show up in reporting?
They do. Reports show the number of missed calls, the callback requests left, and how quickly customers were called back, at both group and individual level.
Can callback requests go into our own system?
Yes. A callback request can be pushed through the REST API into a CRM or ticketing system such as Pipedrive, HubSpot or Zammad.
Next step
Request a callback service quote
Tell us whether you have a PBX of your own or need the whole phone system, and how many people handle calls. You will get a written quote.